Good day to you

I am residing in Ireland and I sent in an application to renew my passport. A year later and no passport has been returned as it is a constitutional right to have a passport I would like to find out if my application has been processed. The embassy has sent numerous requests but nobody in the department of home affairs gets back to them. I am applying for naturalisation and cannot proceed. I have a son that I have not seen in a year and family in South Africa I have not seen in five years.
I am pleading to you for a response.