OK, so the question is how did the clerk grant access? If I was "by calling", then you have to be in a standard position, not a custom position (even of the same name). Custom positions carry no rights - ever.
If it was granted by name, then the question becomes if he granted it to the right person (Father/son can have confusingly similar names), and if that person's MRN number matches the MRN associated with your LDS Account. (Note: LDS Accounts are individual. Spouses cannot share them and expect them to work.)
Either way, it's time to go back to the clerk.
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