Can't access parent support area

I have the email to support my daughter's loan application. I appear to be in the system - presumably from my own loans in early 1990s! as it recognises my name/DOB, maybe my NI number? But it won't let me reset anything - emails (obv didnt exist back then) or CRN whatever that is. Whatever combination of options I choose it directs me to a phone number. I have been on hold/ talking to them for about an hour now, and it appears they can do nothing different to what I can do on line and are completely useless at resolving it. So what do I do now? How do I get a new/old CRN? How do I support this application.
The person I talked to was AJ and he tells me that his manager who is refusing to speak to me apparently called Lisa Sanderson - she is refusing to help and I wish to make a complaint. But more importantly I want to have my account details recovered, or the system admit that I don't have an account - it can't have both!

Any advice that doesn't involve calling the completely useless number?