Communicating with Franklin Street

There have been frequent blog posts about the Telegram.com web site troubles -telegram.com: "Reported attack site", T&G Website Problems Today, and, of course, this bit of sweetness from Firefox's security system:
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Yesterday, I had to call the T&G subscription department to make a change to our home delivery service. Our account is a bit tricky, so the automated phone service tried valiantly but, after a few minutes, needed to enlist the help of a human being. The nice robo-operator said that my call would be transfered to the next available customer service representative.
I heard a click, followed by some silence, and then, another robo-operator came on the line and said,

We're. sorry. We cannot continue processing your call. Please hang up.

There was silence on both ends of line, theirs by design, mine by bewilderment.

(I called back, quickly said, "Agent" at the first prompt, and was delivered to a personable rep who took care of my request easily.)