I've been waiting over an hour on the phone it won't let me use call back option

Stay on hold. I was never offered a call back option either and stayed on hold for almost 2 hours

They have been having severe staffing issues. Try giving them a call at 730am on Monday, Tuesday, Thursday or Friday. You can also use BenefitsCal.com to report things and get messages to them. They have an office in Eureka, Fortuna, Redway, Hoopa and Mckinleyville that have drop boxes if needed and you could drop in if that is convenient for you.