Can2Florida

I'm so glad I found this thread. My mom applied for IR5 (she's a PR in Canada, UK Citizen) and then got an interview last month (April 13th) At the time, the officer gave a verbal approval, no paperwork, and kept her passport. He mentioned that he'd run fingerprints, and if there was any issues he'd email shortly thereafter, then said to expect passport back in 2-3 weeks. Tomorrow we will be going on 4 weeks, and we keep seeing the status update in CEAC, but staying in "Refusal" It updated the day after her interview, then we saw it update on May 3rd, which aligned when we discovered it was still in "Refusal" then it updated again on May 9th but still in "Refusal" but this aligns with our Congressman's office reaching out for an update and getting the standard canned response. We're really not sure why we are in AP given the verbal approval. Any issues that could have caused a problem (previous 10 year ban that elapsed 2 years ago and was mentioned by the office as not being a problem) have been explained by the officer at the interview as not an issue. Just trying to understand when we'll get the visa/passport back...she made plans (I know, I know, don't make plans) to drive down with a friend but they are just hanging out in Canada, while I stew here in Florida. Any advice would be greatly appreciated! We sent an email to montreal-acs@state.gov, and she sent an email to montreal-dv-iv@state.gov as well but neither of us have gotten a response.