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It is key to maintain your confused but trusting persona, as frustrating as it may be. Write as though you truly believe that everything they do is on the level & that they always have your best interests at heart.

In this matter, you are just a pure of heart individual trying to get a little clarification on an issue that concerns you, & you would just like to have that clarification in writing. Since obviously this all on the level, there is no reason why they wouldn't do that for you.