Thanks @Jami-Unibet,
I wouldn't usually bother bringing it to the community, but: a) they've been sent copies of bank statements twice and b) if I speak to online chat again I just "know" I'm going to have to start from the beginning, and given the number of pitfalls there have been so far (I've been told multiple times that I "have" to use trustly, which of course I don't; and I've had it accepted multiple times that I don't have to use trustly only to hear nothng on doing what was required of me), I figure I'll just wait. I'm not in a hurry but this is getting a bit silly now.
Many thanks in advance.