EEA Family Permit Application

[rainbow6]

hi everyone here is my experience.

i am italian living in UK (i am a resident permit holder from the home office), my girlfriend with whom i have a child (italian passport holder) with is from Kyrgyzstan and they both live in italy.

we made an EEA family permit application on in april and went to the TLScontactcentre in Rome to submit all the documents and Biometric on April 4 2018. on april 26 we received her passport with no visa and with no letter of any kind of explaination whether she has been accepted or refused. So we started the process of contacting the uk immigration via email and telephone getting the same answer. "we cannot disclose the result of your application and you should receive the decision letter by email." the case has been escalated on the 27 of april and today they sent me an email saying that on the 26 of april they sent the decision letter which i never got. they also say that my email address was not in the application therefore they sent it to the address in the application. Now beside the fact that the address was mine i wante to ask you if anyone had the same experience of receiving the passport with no visa attached and if the visa could come alone by parcel. or is a must that it comes attached to the passport?

thank you in advance.