Multiple Requests to GET SOMEONE VERIFY YOUR IDENTITY

Dear All,
Friend of mine has submitted first passport request online. He had 1st person verified his ID online and then again he was emailed to get the ID verified. Second time ID also verified but still his online application is at the same step . Even after both persons are eligible to verify ID and both persons verified him online. He did get email confirmation as well that both persons verified his ID.

He did speak to HMPO and they say they he is just getting reminders and should ignore. But the online application is still at the step where it says to verify identity.

Any suggestions > Anyone with same experience. He did email them as well but no response.