成都領事館的父母探親簽證問題

My parents applied visa in late Nov. The visa officer gave them visa but collected all documents and their passports and told them that they will notify when my parents can pick up their passports and visas. I called the support line and they said the process is between 2 weeks and 2 months.

Has anybody encounter the same situation before? Will it help if I call consulate to explain any situations? (if so,which number?)

Thanks a bunch in advance.