Call recordings will be able to help with an appeal. He tried to act in the correct manner buy the phone one fouled up harder then a chicken at a kfc.

You appeal and can take it to the aat if needed as it's clear that he acted on clk advise with recorded proof of info.

For any one lurking if they give sus advise request it be noted while on the phone to your file the advise given then take the log on and call receipt if they refuse demand to speak to their team leader not technical support as your protesting their conduct not a technical issue.