Hello Butzy, a sad and very difficult comment to reply to, although my heart pours out for you and understand this is a situation none of us would want to have to go through, the grievance to know it's your brother and the sheer emotion, not only with you but also to the phone operator, desperately trying to explain the procedure while keeping their feelings and emotions to themselves.
This is certainly the time when you need all the support for an injustice you had never expected, my absolute sympathy and all the support I can possibly be able to provide for you, I along with others will do our very best.
It would be lovely if you can get back to us as more will transpire.
My utmost apologies.
Best wishes.
Geoff.