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Do you know if they have drilled out the punch marks. If not they are extremely difficult to remove and will destroy the threads.
It's a left hand thread, just in case they are trying the wrong way.
I couldn’t get mine out. I ended up drilling it and splitting it. The replacement one screwed back in without any issues.
Personally I find it far easier to fasten the removing tool in the vice and put the wheel on top and then use the wheel to undo the retainers and never had a problem doing it that way.