I rang the helpline last Thursday as it’s been over 12 weeks since they sent a text acknowledging the receipt of our families passport renewals, 5 applications in one envelope. I was told they were scanned on to the system 14th March and nothing has been done with them since, as it’s been over 12 weeks somebody from the progress team would ring me back within 48 hours, needless to say they didn’t. I rang again at 7:30pm Monday spoke to someone and they looked up the application numbers said they have now all been approved and sent to print which is the last stage, 3 days later have had no delivery information, no text or email to say they are being printed and the automated checking service still says they are waiting to be looked at. My questions are firstly how likely is it that she outright lied to get me off the phone? And secondly does anyone remember hearing a message to say they record calls so I can you use this to prove she lied if needed. I checked with her twice and then asked her to confirm that all 5 applications had been been approved and sent to print which she then confirmed again. Thank you