Postgraduate application

I am having issues applying for PG funding via the SFE site. The web site says that I already have an account. The only student finance I have received is a top up UG loan in 1992. Hence before the application and loan system was digitised.
I rang SFE who told me to write in with all my details. I did this nearly 5 weeks ago but have not heard anything . I rang again 2 weeks ago and was told I don’t have an account ( which is confusing because the website says I do) The person on the line from SFE said she would put me on hold whilst she investigated the matter. The line then went dead. I have tried to ring again but can’t get passed the automated system because it asks for my CRN which I don’t have.
Could you advise on how to proceed please