They should stay pending, just stay in contact with them as much as possible, record and log every contact as well.
Print the live chats, do everything you can to keep any evidence, just in case you need it.
When you get your new passport, if they refuse to pay out then, the next move would usually be to http://www.ibas-uk.com/
Imo you don't have too much to worry about, just get your passport and everything should be OK.