The instruction sheet is the key. It is not contradictory. Don is never contradictory !! If they allow a by mail response, it will be indicated as such, on the instruction sheet. If not, then like most here in your situation have done, you must utilize the phone pay line, and be patient to obtain an appointment date for the overcome submission of required documents/proof by your SO. Good luck to you !! I think everyone may be right here but not seeing the confusion pb is having. I think he may be confused as to who physically makes the actual phonecall, him or his SO. I could be wrong though.