Countrywide Assumption? department contact

A fellow investor in town got a loan called due on her by CountryWide and are no longer accepting payments. The customer service line keeps telling her to call the assumption department but she cannot get a hold of anyone and none returns her calls.

anyone has human number contact to call? I have their loss mitigation department general number, would that be it? Can’t get through to verify it since they require SSN# and other info I do not have.