"You're only able to call an 800 number" sweetie no that's just what they want you to think. Find the address of their office and write into them recorded delivery (in the UK this means a signature from someone on receipt of the letter but you might have a different phrase for it). It shows them you're not going to jump through any hoops you don't have a legal obligation to jump through and also that you're collecting evidence to escalate it beyond them if they don't cooperate.