On line tracking stuck

My grandaughters on line tracking renewal is stuck on Documents received since 28th Apr . They have her old passport on that date. We had to send her mothers marriage cert in to prove her maiden name , which was received 5th May . On request of the marriage cert passport office stated "before we can print your daughters passport we need to prove mothers change of name ". so why isnt it being printed , there has been no update at all now since that email Application was originally sent 18th Apr. I've tried on line chat and cant get through , I tried ringing but there is no way of getting an update over the phone. So how are others getting through?