Yeb De Jong

When I checked my tax status on the website, I was surprised that I was not due a refund. So I called the HMRC and was assured this was correct. I still wasn't happy so I asked Winchurch services to look into this. I now have been notified by HMRC that I am due a refund. However, I have to pay 35% plus VAT to Winchurch. My question is: do they know things that the HMRC agents and the website doesn't know because I feel that if I was informed correctly in the first place I never had to pay nearly half of my refund to a third party?