I can't talk to the outsourced customer service. I have this problem all the time. This time I asked to speak to a real English speaking representative. She transferred me over and was on hold forever . Finally someone answered and it was not an American but another foreigner speaking "English" She then had to transferred me again. Then a recording said that the call couldn't go through and hung up.". I think this is done on purpose to discourage you from opting to talk to someone you can understand.
This has become a huge problem. Not only can't you understand the English but they don't have the listening skills or understand they way we speak. They go on and on and if you try to get a word in edgewise because you don't understand what in the hell they are saying, they won't stop talking!