Of course they want your money.... they are no different to anyone else.
As for the council, persistence pays off.
If the person you are speaking to doesn't help and treats you rudely, kindly ask for their full name, employment title and department. If they dont want to tell you request to speak to their manager, if their direct manager is busy request to speak to another manager, and if that is busy request to speak to the next manager. There is bound to be at least one manager who is free.
Make sure you record the time and date of everyone you spoke to.
Once you manage to speak to that manager ask for their full name and department in which they work, if they refuse they obviously don't want to help you (and are scared you might report them, hence they hide behind a phone), request to speaker to higher management.
Eventually you will get someone who will help you, state your case, advise them of EVERYONE you spoke to, what those people said (no need to mention their tone at this stage - only answer this question if asked).
Remember to stay calm at all times, do not raise your tone, once you raise your tone you give them a reason not to help you. A customer service rep from the council does not have a leg to stand on if you have been polite to them and they have been unhelpful ;)