I suppose you sent your documents via registered mail or special delivery? And I suppose you kept the receipt? Did they ask you for the number on this receipt? If not, try again and give them this number - this is how they link callers to applications. There also seems to be an internal reference number - but it appears to be just that: internal. ;-)
Best,
Sebastian

 

Just wait. The confirmation is supposed to be "immediate", but usually it takes two weeks, sometimes more. I got it after 3 weeks and a day, so I would not be surprised if it can take up to 4 weeks.

As to the phone "service": it is outsourced, and mostly useless. It would be very optimistic to expect any useful information from this channel.

Try to send them a complaint. I did. It did not actually make a difference (and it took them 6 months to write an evasive response), but it made me feel better. At least my dissatisfaction has been noted. If you feel like it, you can also complain to the European Commission. That might actually have an effect.

 

Also - Royal Mail were on strike three weeks ago, weren't they...? Some places in south London (and Liverpool) were on strike longer than the rest of Britain. This may explain (part of) the delay.