Family Permit issues? Ireland to UK

[Cloverbea]

HI all,
applied for Family Permit on June 22. Was told 20 working days, and we are, of course, past that. TLS website is not updating past Application Received by UKVI. On the UKVI Beta tracker it says Decided and to give it 10 working days. The status update was July 12, so we are now 13 working days past the date of decision. I called and was charged (UGH) to give this story to the Sitel worker who stated he would escalate the case and have someone get back to me in 15 working days. We travel on August 12 via ferry from Ireland to the UK. My issue is that I can't withdraw the application and get my passports back because the decision has been made, so I'm not sure what to do at this point if anything Anyone had this issue and what did you do? I'm hoping for an email any day now, i'm just worried theyve lost our passports, and that it could take even further weeks just to get this stuff done!