Passport renewal application missing/lost has anyone been through similar?

[HelpINeeedSomebody]

Applied for renewal of dcs passport on 22nd Jan. i received a message to say passport application was approved on 28th February.
2nd March it said new passport was out for delivery.
I got the old passport back via TNT delivery but no sign of the new one.

Up until last week when I've tracked it online it said passport printed and we will notify you when it's out for delivery but today when I've checked it's now saying there are no details held for the application?!?!

I've tried multiple times to call and I've been put in a queue but then an automated message comes on to say there are too many people in the queue and it hangs up on me

I filled in an e-form last Thursday that said it responds within 72 hours and no response. Tearing my hair out here!

Can anyone advise at all or been in a similar situation?

@HelpINeeedSomebody did you get to bottom of this!

No the passport office are saying it must have been delivered and the delivery company TNT are saying they never got it in the first place from the passport office.

It's a nightmare luckily i have all the texts still on my phone about the passport updates and took screenshots of the processing dates but have only managed to get through once to an actual human at the call centre and they transferred me to a managers helpline which cut me off after 20 minutes.
I've emailed in now 3 times and hopefully someone will get back to me asap.

I'm so frustrated and can't see how to resolve it