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Canadian mother's son wants Canadian citizenship through Consulate in New York

My son applied for Canadian citizenship in May of last year.He applied at the New York consulate in New York city. They told him it will take him from three to six months. His mother is a Canadian living in the US with a green card . The consular agent can't say how long it will take. After numerous phone calls they finaly told him that they need his mother's parent's US citizen papers proving that they became US citizen's after 1977. The question is why is this taking so long and why can't my son contact the Nova Scotia processing center by phone or email. The only way he got any response from the consulate is by constantly badgering them this seems a bit rediculous.