Well, for most of these situations, I now ignore the 800 number and move directly to a person with sufficient responsibility to fix the issue in a manner satisfactory to me.
First, I find out the name and address of the CEO. If this is a public corporation, google their name and “10K”. Headquarters address will be on Page 1. Check the index for Corporate Officers. If not a public company, you will have to work a little harder. But the information is out there.