Hi Prof88,
Welcome to the forum and thank you for joining........
The first mistake you are making is waiting the times that they tell you to and then calling..........the second is talking to the wrong department.....
Now lets correct this.............what you need to do is to put your hardship letter into the body of an email and send it along with your loan number and best contact number to each of the email addresses below.......you should receive a response from the correct department within 48 hours......and you will be on the right track then and you will have to stay on top of the contact that you get...they will help you.........
Hope this helps you out........
Please keep us updated on your progress........