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I am sorry to hear this.
Your first step should be to call the contact center and ask them what is going on with your file and what they suggest you do. Tell them that it is impossible for you to manage without proper identification for yourself and your children.
If that doesn't work it would be by far better to consult with an immigration lawyer face-to-face then to deal than immigration consultant. And immigration lawyer is fully competent deal you with all aspects of immigration law including dealing directly with Canada immigration. An immigration consultant is not to be able to deal with any sort of complication. As well, the immigration consultant cannot go to court if you need that.
Telephone number: 1-***-***-****
That was the number to call. I had trouble pasting it into the post.