I highly doubt anyone from the payment center will speak to you. I even found a direct extension and name for someone there, and I was blown off.

You need to bring a voided check into your local office. It will delay things if you don't.

You need to give them 60 days after dropping it before trying to expedite things unless you're in danger of eviction, or another major hardship. You can ask for a Supervisor at your local office if a regular representative can't give you adequate info.