I have the exact same issue. I sent it at the end of November with original passport and have heard nothing yet. I finally got through to the IRS after about 10 days of attempting to call them. They have referred my case to ITIN operations as they can’t see the renewal in the system. Someone will get back to me within 30 days. I sent the w-7 to the ITIN operations address but the delivery confirmation says “mail room/reception/front desk” Austin TX 73301. USPS are also looking into it for me. I’m stressed out about it, but I believe that zip code is a virtual zip code for the IRS and hoping that it’s all fine and there are just severe processing delays due to Covid.
