The email told me I could contact HMRC's webchat... am I in the right place here?

GetHuman-agnesde's customer service issue with HMRC from December 2018

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The issue in GetHuman-agnesde's own words
Get a copy of my record to supply to the Home Office ... I received a request from the Home Office to submit "Statements from HR Revenue & Customs confirming the deates of payment of National Insurance contributions", as part of my application for confirmation of Indefinite Leave to Remain under the Windrush scheme (their letter is follow-up), and having tried to telephone nobody was available to take my call. I only have until end next week to submit the information.
I went round in circles, trying to access my record online (apparently they weren't able to confirm I am who I say I am), then tried to ring to speak to a human person but got the automated maze instead, which eventually told me Goodbye and hung up.
Someone to explain why I "have tried to confirm my ID too many times".
Customer to whom?
*) tried to access my online record* *) set up my Government Gateway ID, including setting up the security and backup security processes* *) tried to ring the HMRC's relevant department* *) followed the advice in one of the * emails they sent me.
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HMRC

NI contributions record
Customer service issue
Reported by GetHuman-agnesde
Dec 6th, 2018 - 6 mons ago
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Seen by 3 customers so far
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GetHuman-agnesde started working on this issue
Dec 6th, 2018 4:54pm