Please don't flame me. I'm in a really bad place, mentally and physically, a huge amount to deal with and zero medical support.
I was directed to email someone at the council for urgent help which I did, and it went though (sometimes they don't). I began my email with "Dear Ms" as it was a woman and always address emails as such, like letters, and on the council website it says she's Ms firstname second name.
Anyway, I've had a long email back about discrimination, how i need to educate myself about pronouns online and how to address people properly in writing. They drew my attention to their signature which says gender pronoun her/she and directed me to council policy about gender discrimination.
Zero advice on my urgent situation 
I dont understand. Do I now just put "hi" in any professional emails so I don't get in trouble? Why aren't they answering my urgent question?? Was I rude? How am I supposed to know how to address people properly and why am I being accused of discrimination?! 