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Phone number should be in here:
http://ficoforums.myfico.com/t5/Credit-Cards/Backdoor-Numbers/td-p/408066
Not sure about e-mail. I tend to never believe CSRs when they say something's a SP. If it really ends up being a SP, I'm pleasantly surprised. If it ends up being a HP, it's as expected and I made sure ahead of time it's worth it.
Sorry this happened. Unfortunately, it seems somewhat common. Good luck with the EO!