Ivan Di

Hi everyone! I'd like to ask if anyone came across this issue. We submitted 134A for my parents and, after 2 months roughly, they were approved. We submitted a request for a travel authorization and were approved the following day. We arranged a flight for them but a few days before they got a message stating the travel authorization was cancelled. They escaped the war from Kherson and there's no question in their eligibility tbh. The only thing was when they received the approval, when creating their logins, the name was placed in the middle name and instead of their names it was something like "NFNXXX". Since the portal allows you to change that data at registration, they put everything as it should be and submitted the application. All other data were correct. However, after doing so, the portal name looked like "NFNXXX" <Last name> and the travel authorization that was issued stated the same. Basically correct last name but no name. We sent a message via their portal if it's still OK to travel. No response followed but they closed the case a few days before my parents' supposed travel date without any explanation and reissued the travel authorization with "travel is not permitted". We called them, but lady on the phone was of no help and suggested sending a message on the portal noting they would have to reply within 72 hours and that the phone consultants don't have access to any information. Fast forward to now, after 3 days we haven't heard from them and wondering what to do. Did anyone come across this? Any thoughts on how we should proceed to resolve this?