What time are you calling them?

They are in a pacific time zone, so depending on where you live it could make a big difference in success due to time zones.

I usually start with Chat, which can easily escalate to a phone call or remote assistance even.
One other thing I can think of is that the Canadian holidays may be different than yours, again, depending on where you live.
Anyway, chat has seemed pretty reliable to me.
Start a chat and ask them to call you if you prefer.
That may be possible even when the phone support is closed.

Just some ideas. Once you have their attention they are a great support team.

I do not work here, but the benefits are still awesome
Make your sound your own!