HM Passport office have lost my documents!!!!

[Jb2182]

I've applied for my children's first passports and sent the documents three weeks ago. I had a message this morning asking me to send the documents. I paid a ridiculous amount of money for them to arrive safely and when I called this morning with my tracking number, the lady told me "We have three of the documents but not the others." But how can that be!? They were all in one envelope together!!! She has now said they'll look for them. That's it. Has this happened to anyone else? What was the outcome?

It happened to my sister, they'd lost one childs documents and they had the others. They contacted my sister who started the process of getting duplicates and they messaged and said they were being processed. They must have found them pretty quickly but didn't let sister know they had.

@Fairysteps11 They told me to give it until Friday and if I haven't heard from them by then I should start the process of reordering them. It's so shoddy. I can't believe they would let it happen!

It's disgraceful to be honest! How can an envelope be opened and lose all of one person's documents. I open envelopes sometimes and never managed to completely lose the contents!!! I really hope they find them before Friday!