Who must pay for sick exam

Despite my proactive efforts to communicate my circumstances and seek a resolution, I have encountered significant delays and unsatisfactory responses. On the day of the exam, I was unable to attend due to a medical condition, for which I have attached the relevant medical certificate. I made numerous attempts to contact the institute via phone to arrange an alternative exam date but received no response. Additionally, I emailed my lecturer to inform them of my situation and seek guidance. After a week of waiting, I received a response stating that I must repeat the exam, which is both unfair and unacceptable given the circumstances. I believe this decision does not take into account the proactive steps I took to resolve the issue and the genuine nature of my illness.