The recorded message at the start was curious, warning that threats would not be tolerated. That seemed an odd way to treat customers, with a greeting threatening them. But after one hour on hold, I can see how a caller could be irate by the time they get to an operator. As it was, after an hour I gave up.
I would be happy to deal with this matter some other way, but no other option is offered: it is by phone, or nothing. I suggest the system needs to be fixed to overcome this obvious fault.