That sucks, I just asked them can they look up using name, they...

That sucks, I just asked them can they look up using name, they said yep, talked to supervisor, they said they didnt see anyone registered under that name (I panicked), I said can you check again or under a different parameter and then they eventually found the account... And that's when they said they could only offer general help, which thankfully included resending the letter. I am also going to get them to confirm they have down that via email, because the phone was playing up...