With all respect to citizens advice, for this kind of thing the best one can say is that they are well-intentioned. I don't have much comment to make about Resolver except that they really not sufficiently businesslike about these things. You haven't said when this happened but I gather that it happened some time ago and of course the longer these things are allowed to go on, the less control you have, the more comfort the other side takes and the more tired of it or you become. I suggest