EEA Permanent Residency Passport Return - Urgent help needed

[MrsK76]

I hope someone can help in what to do!

My husband (nigerian) and myself (german) have applied for Permanent Residency as follows:

14.6. Application sent
15.6. Application received and payment taken
15.7. Return of my EU Passport only requested through the online form
26.7. Emails with application numbers respectively
28.7. Biometric letter received
31.7. biometrics done
9.8. COA received
14.8. second reminder to return my passport
17.8. called the helpline on 0300 123 2253 to be told that from second reminder I need to wait another 10 days before they can take it further (outsourced call center no access to data to see if something has gone out)

I have urgent business travel coming up ending of next week and there is no one to go in my place and arrangements have been made for me.

What else can I do to speak to someone that can look on the system if my passport has gone out at all (in which case I would concentrate on getting an emergency travel document from my embassy)

Hope someone has some advice / contact phone numbers for me

Thanks