Every time that I call that number, they ask for one of three things. Phone number, reference number or VIN. Every time I would give the reference number, I would get shunted off to the dial tone, and the message that the call couldn't go through at that time. But since I started using the VIN, I've gotten right through to an honest-to god, English speaking human being that seemed more than eager to help.
Try using your VIN, and see if that really helps, or it's just a coincidence.
MWC