I have a similar story. I got married and my wife moved to my state and was in the middle of the process of getting a license when COVID hit. She had gotten a learner's permit to practice for the driving test, and it expired but got extended due to COVID. We decided it was finally time to sort out the mess.
However, to get that learner's permit required her to take a couple written tests. We were told she would have to retake those tests because the software had them down as expired. Then when she went to take the test, they told her she didn't need to because she had already taken them! Our second visit they finally sorted it out but we had to wait multiple hours while they got managers involved to assist us.
I had a similar DMV experience. My login for the online site wasn't working so I went to reset the password, but after entering my information it said I had no account. Ok I thought, I'll create a new account. Of course when I tried that, using the same information I tried to reset the password with, it failed saying that I already had an account.
There was no direct way to contact anyone on the website and the person I spoke to at the physical office told me to contact the state headquarters. After multiple calls and emails I finally got ahold of someone involved in the website... who completely blew me off.
Every year when my registration came due I'd give it a few more tries, hoping to avoid a trip to the office. Finally after almost a decade I got someone to actually fix my account. Even then they didn't admit that anything was wrong on their end, they tried to gaslight me and pretend it was working this whole time.
This was enraging and the only cost was some inconvenience. I'm terrified of this happening with a critical service.
However, to get that learner's permit required her to take a couple written tests. We were told she would have to retake those tests because the software had them down as expired. Then when she went to take the test, they told her she didn't need to because she had already taken them! Our second visit they finally sorted it out but we had to wait multiple hours while they got managers involved to assist us.