I rang the number for ESA and they filled the form in for me over the phone it took about an hour but all I had to do was then wait for a letter telling me what evidence they required. I did this in January this year so can’t understand why they don’t do it now I would ring them again and ask can you do this? You make a have been unlucky with the person you originally spoke to??? Hope you get it sorted soon as it really stressful not knowing.
Take care
Helen x