They never answer on the phone

They never answer on the phone
My daughter has made the renewal of the passport Ben 4 middle school ago and has not yet arrived, she needs urgently because it has been accepted by the university but without an identity document she cannot access and cannot obtain the fee so you can't attend, we tried to call millions of times in the week but no answer and my daughter is 'risking not being able to attend college' for a missed service I'm really furious