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Go to a different Service Ontario. As you've mentioned, your approval depends on the knowledge of the officer or the capability of the centre.

I have a previous correspondence with one forum member here that we live in the same city. He was being asked for an employment letter though he is renewing his OHIP with a BOWP. I told him to go to the other branch where I renewed mine, wherein, they only asked for BOWP and driver's license. He renewed his with the same docs as I did.