Terrible tracking, no feedback on emails or calls

Reason for it not being 1 star is that the service on the day of applying for my Son's Dutch passport was not bad, things went steeply downhill from there.

4 weeks down the line and tracking on their website is impossible, it gives me "invalid inputs" response even though everything is entered correctly. Calling them did not help, the person tried to track on their side and was also not able, I was promised a call back, but this never happened. Emailing has been equally painful and no sensible response was ever given to me.