NO PASSPORT

I app**** for my childrens passports 05/09/2015 and for my passport on 7/09/2015<br> I received the sms that I can collect both the children's passports 17/09/2015<br> <br> I have been following up twice/week since then - but keep on receiving the same reply from anyone that answers at the call center - No feedback, kindly phone back in 5 working days. I have opened a case, and I still receive the same reply.<br> <br> They can't tell me how long I will still have to wait to receive my passport, and although I have explained that I need my passport number to make a flight booking for December - they just don't care.