ICB shocking reason for exam disqualification

I am completely shocked and disappointed to receive a mail that I have been disqualified from my exam. I submitted my final Poe 2 days prior to the due date… 100% submitted… to be told that I did not complete all the sections… being the “exam preparation” section. How can this be the actual reason to be disqualified from writing my exam???? Nobody wants to help me, I am not allowed to speak to a manager, and it’s just a big no!