In my experience the staff at the call enter are useless! I only got anywhere by requesting a call back from the upgrade team who did call me 24 hours later. I’d say your best bet is to go to your nearest passport office 48 hours before. However, I do believe your documents do need to be sent and scanned into the system to be able to get anywhere. My documents took 12 days from actually being received until being scanned into the system. I’d send the passport and any other documents if required with a cover letter saying you no longer wish for you original application to be cancelled. I hope things get sorted for you