Help regarding forces help to buy

Hi everyone,
I am currently buying a house and been going through the FHTB. I’m at the stage where FHTB need to see the mortgage offer before they send the promissory note. My solicitor has faxed them 3 times with my full mortgage offer and FHTB keep on sending a response by saying that they need the full mortgage offer even though that’s what my solicitor has been faxing them. She has dealt with FHTB before so she knows what she is doing, she’s baffled by it as she doesn’t know what else she could possibly send them. This has been going on for 3 weeks now and is getting really annoying.
It doesn’t help when they have no proper means of contact like a phone number which makes it very hard to communicate with them.
Has anyone else experienced this before or got any advice/tips to help me? Thanks