I deal with council tax issues constantly, 3 calls last week for threats of court summons for kids I personally sent the council tax exceptions forms in for.
Thank christ I document every call and email, when speaking to these people their only answer is 'computer says no'.
I recently sent telephone records, email trails and letter receipts to a case manager, for a 12 month ongoing charge for a single 18 year old disabled girl, despite documenting the exemption, AND receiving the confirmation, AND having social services and GP supporting documents... case manager thanked me for my efforts but said her hands were tied lol.
It finally got sorted when the ombudsman and local MP got involved and made it higher profile ffs.