CHECK YOU TIME ZONESyou may be calling at the wrong time of day to get live help. Their open 9AM to 5PM California, Pacific Standard Time, Monday -Thursday
Try untill you can get a real live person, you'll pay long distance, so mabe if you hang up the telephone at begining of message sentence you may not get charged for call, I duno.
It's also vacation time of year here so maybe their swamped.
Or get in contact via snail mail it may take longer but a reply could be more certain.
I believe those (Down Under) folks are about 24hrs ahead of us in SF Bay Area, CA.