It took a little while to figure out the phone system. You have to add a # symbol after you type the reference number (they dont tell you that). Then the menu just keeps going in circles with the press 1 press 2 stuff so I made some random selections (went the payment route which is NOT what I was looking for but figured I might get a live person). Eventually I do get in line and only waited like 8 minutes. A very lovely woman answered the phone and was very helpful. Answered my questions and all is well. User's recommendation: Be patient and keep trying different routes of contact.