I followed the same advice and was able to reach a human. I called them right when they opened and was on hold for about 20 minutes. Once support checked on it he told me to email them a photo of my ID front and back.
no case number, no nothing else. I asked him if I should put any context in the email and he said just write that your IRS refund is on hold.
He said I should hear something back by Monday, but I’m not going to hold my breath. Will update here to let you know what happens. Hope you have better luck than me
