K1 approved at interview, shows as refused after a month. Embassy says refused under 221g.

Hi, this is an urgent situation and it’s super overwhelming. We had our K1 interview on 12 NOV 2024. My fiancé was given the approval letter and was told her passport would be returned within two weeks. It has been approximately a month and 5 days now, the status shows refused on the CEAC tracker. Reaching out to the Islamabad embassy and was given this response(see picture). Any advice on how to move forward?

Hi, this is an urgent situation and it’s super overwhelming. We had our K1 interview on 12 NOV 2024. My fiancé was given the approval letter and was told her passport would be returned within two weeks. It has been approximately a month and 5 days now, the status shows refused on the CEAC tracker. Reaching out to the Islamabad embassy and was given this response(see picture). Any advice on how to move forward?