90% Passing Score not being communicated to LMS! URGENT!

We are having a very urgent issue that is upsetting our client.  One of our client's has a course that is set to a 90% passing rate. If they score a 100%, the course will move to complete in our LMS.... If they score anything between a 90 and 99%, it is not recognizing the score, and not moving them to a Complete status.  Hence, we are receiving many emails saying they passed and completed the course but are being told they haven't completed it/taken it.  We have talked to SCORM Cloud... They have the scores registered.. so they can see what the user scored and if they did indeed pass... but for some reason, it it not getting communicated back to our LMS.  Anyone have ANY ideas??