When you call, get NAMES. I find that people tend to be a bit less offhand and more careful with the information they give you if you ask for and have written down their name. Something about accountability that seems to change things. Other than that, I would advise you to proceed as above post suggests, asking for a higher up every time you get to a point where that person cannot help you. I also find it helps to repeat things back to people, to confirm what they have said - especially when it is something really stupid. When they hear it said back to them, it sometimes prompts them to seek another answer. GOOD LUCK.