Passport Office lost our documents

[Strawbee]

Has anyone ever had a passport office sign for their documents and then appear to lose them and claim they have not been received?

We submitted a passport renewal for DS on 19/2 and then they later asked for our marriage certificate. Sent it by registered post 6/3 and Royal Mail shows it was signed for the next day, a very clear receipt at HMPO and initials etc.

Now I keep getting automated messages and emails to say ‘send us your documents.’ I’ve logged in and there has been no progress since 27/2.

Obviously I will ring them today, and I have ordered another marriage certificate because I suspect I will come up against a brick wall, but I’m panicking now as they’ve just announced they are going on strike.

It takes about 2 weeks between Royal Mail delivering and passport office updating to documents received in my experience. So I wouldn’t be worried until next week. The send us your documents messages are automated until system updated to say received. Doesn’t mean anything really! Crap service but I wouldn’t panic yet.

I has similar. I rang and they had them but wanted more docs. They just hadn't updated the system.

We had messages for 2 weeks after the documents had been sent. It should say if the documents have been sent less than a fortnight ago to disregard the message.
the application tracker updated two weeks to the day and the messages stopped.

I did worry a little that the documents had been lost but all was well.