Still waiting on spouse visa even after stating a decision was made.

My spouse did hesitate BIO: 21/7. In August on the 6th he was told its taking longer then normal time, and then asked for the financial bank statements which were set within the hour. On the 19th I emailed UKVI to see what else is needed or if there's an issue, but instead said there's a decision that was made but they cannot tell me and if I would like to escalate for a faster email on the decision and passport retrieval. We still haven't hear anything back yet from anyone.

Does anyone know why a decision would be made but not email us telling us of an approval to denial?