DMV CALIFORNIA: SECONDARY REVIEW

Hello everyone!

My boyfriend is trying to obtain an AB60 License and was given a paper saying he had to call a specific number for a secondary review. The number they provided is (855) 421-1001. We were told to call 5 business days after the 28th of October and we are having no luck reaching anyone. I call everyday since I work from home and no one in the Investigated Services and Support Unit is literally ever available. The recording always says that they are experiencing higher that average calls and to try again later.

We visited the DMV in Fullerton, CA to try and get helped and were IMMEDIATELY turned away. The representative at the door before entering said that my boyfriends account is locked until we speak to someone through the number provided. I tried explaining that no one answers, and even called in front of her - to which she said the process can take months. Is this true?

Is there any other way to go about this? I find it odd that we can not get help to prove a document.

UPDATE:

My boyfriend now has his driver license. Best way to expedite this would be through the chat feature online. I did this for my boyfriend and they cleared his account from the secondary review and no letter was needed. We went back to the DMV, passed the permit test, and passed the drivers test.

USE THE CHAT FEATURE. Fuck the DMV. The numbers they give has NO REPS to assist.