I would not necessarily believe anything the operator tells you, their accuracy rate is not good.
Also, if you are a past victim of identity theft, don't you get an IP-PIN each year? That is an identity protection PIN that is mailed to your home in December just before tax season. It changes every year and should smooth things out a lot. If you never filed a form 14039-T Identity Theft Affidavit with the IRS, you might want to do that now to get ready for next year.
The only thing I can suggest is to call the Taxpayer Advocate. https://www.irs.gov/advocate
