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Problems with ETA visa process?

My fiance and I booked a trip to visit Toronto this November. My fiance is Australian and she applied for an ETA visa through the brand new program Canada has put in place. Initially her application was approved but later she received a second email stating that it had been denied. The space where the reason for denial should have been listed was left blank. We thought this must have just been a hiccup in the new visa program and went to the Canadian consulate. Nobody there was able to help and they directed us to an online enquiry portal. We submitted an enquiry and received a response stating that we could expect a final answer within 10 business days. 10 business days have now passed and the government has not provided an answer to our enquiry. We have also contacted an immigration attorney who has no helpful information about the new visa program, and visited an embassy -- also unable to share any information specific to our enquiry. Visa programs are understandably cumbersome and opaque but the new Canadian visa process seems to have some unusual bugs, and we cannot find any way to get current information on our status. Have others had similar problems? Any tips to get to the bottom of this?

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