Yes, we went to and staff said I have to call the Home office which is very impossible to communicate with them.
You must contact them through the link I provided above. This will give you evidence you are trying to resolve the matter
No with ours the letter arrived at my house in the UK detailing the Post Office I had nominated on my wifes application form. The letter is addressed to the applicant. You take the letter and passport to the Post Office within 10 days of arriving and you get your BRP card.
You said in a very early post you got told to collect your passport on Dec 21 did you mean November 21? When is the visa valid from?
They were told to pick up the passport on november 21 with no letter. They are arriving here on dec 17