H4-Visa dropbox status changed from issued to refused and passport is ready for pickup


My wife(F1 to H4) scheduled her H4 visa drop box appointment at Mumbai, and dropped her docs at Hyderabad on Jan 6th. The application status changed to “Received” on 17th Jan, and then to “Approved” on Jan 24th. When we were checking status on 27th CEAC website was showing the status as “Refused” with long text, and got email from travel docs on 31st Jan that the passport is ready for pickup. Please help me with what happens next, and had anyone faced similar experience ?