The fourth number I called was (888) 872-6514 in the Loan Counseling Center and had Silvia answer who was very sweet and kept her tone soft as she knew I was very close to losing it.

Prior to that I called BofA directly (800) 669-6607 and that is when they transferred me to 2 people before into Collections.

The other thing too, take a note pad and write out your questions before you call. This way you can make sure you get the answers you need.