student finance error

hi i have been trying to apply for student finance for the past week every time i log into my account it comes up with "Sorry, there is an issue with our service. Try again later." error message i rang the contact number this morning and the woman on the phone said she couldn't even find my account i am now lost in what to do

Hi there,
On public forum we don't have account access unfortunately. Are you a new student or continuing? Do you know your Customer Reference Number as the agent would've been able to locate the account with that.
Thanks, Ross

hello i am new student and i don't have a customer reference number not sue where id find that as when i went to make my student finance account it turns out i already had one but i don't remember ever creating one so i don't have the reference number.