Hey, i usually call them and get through. Call then in the early hours around 8 Am. Thats when they start working from. U may have to be on hold for maximum of 15 mins. Call, choose english and the 3 2 0 for the options i guess. Hope this helps
The last time I got to talk to an agent, he asked for my info like date of birth, country of birth and my application number from the automated system. Is this normal? Now, I am not able to reach them on the phone.