Wes verification issue

Please I have been awaiting my WES verification since September 2020, it updated up to the part where it said the “status is on hold” because a secondary verification was ongoing, this has lasted almost 6 months I called the school thinking they were delaying only to be told that they never received a verification Email from WES, then I contacted WES and they said they had sent an Email to the university, due to my complain they said they will send a fresh Email this was as at 30 april 2021, fast forward to today 5 may 2021 my profile is saying that “we are processing a new package or document for your application” this is the message that displayed on my dashboard during the initial stages of my application. Please I don’t understand what’s going on any help?