Here is the message my client sent me.

"It's just a stupid loop. It doesn't give me an option to change my phone number or password and without either one, I can't get in. If I try to make a new account, it says my email is taken. I went to the website and clicked on "Let's see if we can access your account for you, or something like that.  It asks for the last name, email, and SS #. Then it says it has no record of me. I give up. I hate technology."