Sorry you have to give them something in writting. I didn't have to do that, I asked for a supervisor and would not get off the line until they had me connected to tech support. Then it was a few days later and all of a sudden it showed I passed and like I said, when I called they had no history of me failing the course the second time. Good luck, let me know how it goes. Maybe just retaking it will be faster than going through writing a letter and waiting.
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