TLS Contact Has Not Sent My Passport for Two Months

I applied for a family reunification visa from Istanbul Tls Contact on 26.09.2022. 4 months later I got my rejection email. It's been 2 months and when I went to Tls, they said that the passport still hasn't arrived. We will make a new application, but my passport is not there. It's unclear where he is. Unfortunately, we don't have a number to call or a place to get information. TLS employees are not knowledgeable. All my documents are ready for my new application, only my passport needs to arrive. I need urgent information on the matter. I think there is no reason for them not to grant the visa and I hope they will approve it this time. This visa is really important for me. Thank you very much.