@FidoMaria Good morning, unfortunately I was unable to get through. I had the day off of work so I sat in the online chat waiting for someone and I tried and tried to get through to the 611 number but unfortunately nothing worked. 
and then when I did finally get through, the automated voice said that the number was closed for the evening despite the fact that it was 4:30pm and they're supposed to be open later than that time.
it was a really disappointing experience and time consuming too
