This case is still ongoing as he has neither received his passport or any proof that the visa has been extended. He's at his wits end and is now considering police action or contacting immigration to explain everything, knowing that he almost certainly will be deported.
Never use an agent to do your visa extension. My friend has used an agent several times to extend his retirement visa without problems. In December he used the same agent again, but still hasn't received his PP back. He is close to 90 days overstay if they haven't already...