I would ring the passport office back and tell them about what you have read on the online tracker and ask them what is the information that they need as ypou have heard nothing from them.
This way they HAVE to look for your application and not just fob you off.
Also stress that you need the passport urgently.
If you get no joy from the person dealing with you on the phone, make sure you take a note of their name and then ask to speak to their superior officer.
Keep your cool, remain polite, but keep doing that until you get someone who deals with your enquiry to your satisfaction. ( That worked for me a few years ago - different enquiry but I needed to chase up an application. )
Best of luck. I hope you get sorted.