Delay in Biometric Residance Permet application process

[orionsbelt1]

My Friend has had ILR for nearly 10 years with a vignette stamp in her passport.
In June her employer requested that she obtain a Biometric Residence Permit.
Her BRP application with all her passports and other data was submitted on 24th June, and she received the letter telling her to have the biometrics done on July 10th. The payment fee was taken from her Credit Card on June 28th.
Her biometrics were done on July 12th, since then she has heard nothing, no acknowledgment or letter as at 18th August. Nor has she received her passports/ documentation back
On using the https://contact-ukvi.homeoffice.gov.uk/ ... visastatus site its states that on July 5th her application was under consideration. As she has had ILR for 10 years what’s going on. She has called the 0300123 2241 number many times and is unable to get more than an answering machine.
Any body have any idea what’s going on or what more can we do?
Thanks
Orionsbelt