Another passport one

[whowhatwerewhy]

DS has applied for his first passport. Paperwork sorted only he needs an interview . He's going around in circles, he phones gets an automated message to email, so he emails , email then tells him to call . Anyone succeed in getting a first passport!

Is it a 1st adult passport?

Has he been told to book an interview? Does it specify what to do?

It's his first adult passport and his first ever passport.
He's just going round in circles please ring , please email

Has he listened to the message properly? Is there an option to remain on the line or press key to speak to someone? Possibly he is ringing at a very busy time and the queue is so long he is bumped off the queue? I would get him to keep on trying the phone line at different times.

He's trying at all times. The phone message says " were busy, email and we will call you " so he emails to be told ring us . It's just crazy.