YOU ARE RIGHT ON EVERY COUNT.
There is no humanism in automation and very few people. We are also frustrated and feel let down by a failing system.
On a better note( you can read my comments in the Glasgow section) but we found a TNT CONTACT NUMBER(0800)this morning and let it ring for 2 hours and behold….my wife actually spoke to a person!
Now they say they are inundated(suprise suprise) but say that both our passports will be delivered on Monday 20th September.
I’m not holding my breath.
I hope you fare better and hope TNT are not the couriers.