Urgent- help

Hi all, I need some urgent help, I've been waiting for 5 months for my passport, and every time I call them they say it's in the process, I have 4 urgent reference numbers, they say someone will contact in me in 3 days,,, no one ever calls, I have very urgent trips to make and I'm stuck. They have no idea where my forms are and what's happening, for all I know I'll never have a passport again? Please help I'm desperate,