They don’t give any answer on call and there is no option to upload file from the first day when his passport came back. And now i also sent them a web form with my situation.
Sorry to hear that. It is very hard to get them by phone but sometimes you can get through. At least you have put in the web form and explained your situation. That's about as much as you can do now. Take screenshots of the application website and any keep any other records just in case. Don't worry too much, it will be okay. After all, they already requested the passport. All the best.