Hi Renee,
I know this problem from the past, it can be a nightmare especially if you are going out of your way to get through to someone – and what’s worse is that from their POV, it looks like we are incompetant and aren’t co operating – when we really are.
It may sound a bit obvious but is there an address in the account? maybe you can look this up in his/her respective country directory or something similar? I know there lots of these ‘directory’ services on the web.
Hope you sort it 