Citizenship ceremony letter not received

My wife received an email from the Home office asking why she had not attended her citizenship ceremony. This was a complete shock as the original letter of invitation to a citizenship ceremony was never received by mail. She now has to explain why she failed to make arrangements to attend a ceremony. The simple fact of the matter is that no invitation letter was received.

Has anyone else experienced this and what was the outcome?

Are you sure her approval didn't contain the information to also book the ceremony? Some people get two separate notifications and others get a combined approval/ceremony invitation notification.

Approval letter said to wait for invitation letter

Did you at any time contact the Council to find out if they have received the certificate from UKVI?

When did she get the approval (exact date)??

only contacted council after receiving the email from UKVI, had been waiting patiently due Covid delays and lockdown. Council said certificate was returned to UKVI because they were not contacted to arrange a ceremony

10/08/20