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Good day your question has been forwarded to me to see if I may be able to assist.
Has your sister submitted her application for the replacement passport?
There should be no reason for them not to grant her the passport. It may be that this particular adviser is being obnoxious. My recommendation is that she waits the 7 days, if she then does not hear anything within the 7 days she may be able to make a complaint about their.
Please see below link on how to make a formal written complaint:
I do hope this helps. Kindly let me know if I may be of further assistance.
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