I’ve been following this post and I’ve been contacted today by Durham upgrade after weeks of waiting! Fly on Saturday emailed the team multiple times as was unsure they were getting my emails.. rang daily even though it was useless. Every agent had a different response but it all came down to waiting and luckily they did call and didn’t charge me I’m currently on route to collect my passport from the nearest printing office! Won’t believe it until it’s in hand!