Department of Justice Error with Application. What to do?

[LookingForInfoIE]

How's it going everyone, looking for some information and advice on potential next steps.

I'm an Irish national and my partner applied for a Join Family Visa in August 2023, and recently asked for an update on their application on the new portal as we've been waiting almost 16 months. They were told their application was only received in the Dublin Office in October 2024, 14 months later.

But we have an email from the Department dated from October 2023 which confirmed our application was received in Dublin. We also got an automated SMS message in February 2024 which also confirmed our application was received in the Dublin Office.

Can anybody advise us on what we can do about this or how to escalate the issue?

As mentioned already, we've already been waiting since August 2023 and now we've been told we've basically been put to the back of the queue.

Any information really appreciated!