They do .. but you listen on ..don't enter the UCI just follow the prompts and I think it will asl press 0 to speak to an agent. I did the same thing and both the times I got through to an agent. IN fact the first time the agent gave us misleading info and they promptly called me back which I missed and called back again the second time which got through again .
Best times to call 8:00 A.M or 1:00 P.M or 3:00 P.m
Seriously!!!! they told you that .. OKay do you know who your local MP is if yes ask him/her to reach out .. they have to give them some information