Cgi federal uid profile update

Hello everyone,

My father visa was issued and ready for pickup, but the problem is by mistake ,i updated the same UID profile to book an appointment for my In-Laws.
When we went to collect my father’s passport, they said the profile is not matching and can’t deliver the passport. The profile has changed under my In-laws name and passport number.
Talked several times to customer service agent and sent multiple emails to support,still discussions going on to and fro.

Does anyone have idea on my situation, actually it was my mistake updating the UID profile before collecting the actual applicant passport.

Thanks you

Did you carry another ID for your father that you can show and prove his identity and prove that the passport belongs to him?