A familiar story in Hong Kong:  You call the 'customer service' number, select English and then listen to all the many options that you don't want.  Eventually you are allowed to speak to someone.  They decide that speaking to a gweilo is far too scary, and promise that an "English speaking" person will call you back.  Several hours later, if you're lucky, someone may call you back.  Or, then again, maybe they won't.

Welcome to the world of Customer service weasels.