Cannot get logged in to view correspondence

My husband filed for unemployment online and had a phone call with someone to gather more information. We are expecting an answer as to whether his benefits have been approved. He got an email saying there is correspondence but we can’t log in to view it or check status.

When we log in it with username, password, PIN and SSN says “This Social Security Number is already associated with a User ID. If you provided an email address, when you originally signed up for Unemployment Benefits Services, select Forgot User ID. Otherwise, please contact a TWC Telecenter for help.”

We tried “Forgot User ID” and got nowhere. We called the number and sat on hold for 3 hours to be told we needed customer service and had to request them contact us online. We did this Thursday and have yet to hear from anyone. We also tried visiting the local office and was told “we don’t help with anything like that here”.

Does anyone have any experiences to share?? All we want to know is if benefits are approved or not.