Running in circles with Obamacare Live Chat

This is from one of my colleagues who had already established an ACA Account, but was attempting to have his identity verified.

When he got repeatedly kicked out, he attempted to use Live Chat:

1:17:37 pm]: Thanks for contacting Health Insurance Marketplace Live Chat. Please wait while we connect you to someone who can help.
[1:17:40 pm]: Please be patient while we’re helping other people.
[1:17:49 pm]: Welcome! You’re now connected to Health Insurance Marketplace Live Chat.Thanks for contacting us. My name is Amanda. To protect your privacy, please don’t provide any personal information, like Social Security Number, or any other sensitive medical or personal information.
[1:19:15 pm]: Ty
I’m trying to verify my ID. A box comes up and says “Unexpected Error…contact Experian”. No other information or numbers are give. I call Experian and their automated site says I need to suppley a Reference number from the website in order to verify my ID. None was given. What do I do?
[1:21:02 pm]: Amanda
Thank you for your question today. It will take me just a moment to review and respond to your question.
[1:24:52 pm]: Amanda
okay your reference number was at that the end of the application if you did not get the number.. You can mail a paper copy of any one of the following documents:
•Driver’s License
•School ID card
•Voter Registration Card
•U.S. Military Card
•U.S. Military Draft Record
•ID card issued by the federal, state, or local government
•Military Dependent ID Card
•Tribal Card
•Authentic Document from a Tribe
•U.S. Coast Guard Merchant Mariner Card
[1:25:51 pm]: Amanda
Make sure that you get the application number it is locate on the application on the left hand side of the page
[1:26:48 pm]: Ty
I have not filled out an application, that is what I’m trying to do! Is it under My Profile?
[1:28:26 pm]: Ty
I’m in My Profile and it is asking me to Verify My Identify before I can proceed. No Reference Number has been given.
[1:28:28 pm]: Amanda
okay where you trying to create a acct when it said you could not be verifty
[1:29:28 pm]: Ty
I did create an account. Now it is asking for me to Verify that it was me who created the account. The website is taking me in circles…
[1:31:32 pm]: Amanda
okay all you need to do is answer the questions that you created, do you remember picking the questions and answered them?
[1:32:27 pm]: Ty
It will not go beyond the page asking me for my name, SS#, Date of Birth, email, etc!
[1:33:19 pm]: Ty
If I hit Continue, it gives me the same orange box at the top telling me to call Experian! Experian asks for a Reference Number which I don’t have because it was never given!
[1:38:01 pm]: Amanda
okay at this point you need to call 1-866-578-5409 and they will be able to assist you I am sorry you are having trouble
[1:38:59 pm]: Ty
THEY WILL NOT ASSIST ME BECAUSE I DONT HAVE A REFERENCE NUMBER! It won’t even go beyond their automated system without a Reference Number!
[1:40:17 pm]: Ty
Please send me an email with the body of this Chat.
[1:42:29 pm]: Amanda
okay you can call 1-800-318-2596 and someone will transfer to experian .. they will be happy to help you
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