Listen to them both and trust me the stress you're going through will ease off. Fire them an email and demand they provide evidence and to chase it up.
I've seen on another forum where someone was refused but absolutely no documentation was provided. Hang in there! Hoping that this gets resolved for you ASAP.
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I've emailed 2 different email addresses and my husband called the help centre where we were 'Escalated'. I'm sure the emails were sufficient enough for a response, and we've threw away £16 but we both feel better for at least having covered all options. I won't call again, but if we don't receive a quick response, my husband has agreed to involve his MP.
Its just the ridiculousness of it all, you know?
I know that they've screwed up, period, but as to how I have zero indication. That's the frustrating bit of it all. I HATE not knowing things. It's like being in prison and someone stuck the key in the door then right as I was getting excited they laughed in my face and ran off.