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Did you mention to them that they have not fulfilled their part of the agreement which you initially paid for?
It appears a breach of contract occurred when they failed to fulfil their side of the agreement in the first instance. Therefore I suggest you remind them of the agreement in place and failing to fulfil the contract will lead to a complaint with the removal ombudsman and a possible court case.
See below the link for the removal ombudsman.
I hope I have clarified the position.