I had the same exact problem, a while back! Once calling student services, the phone line can be tricky! I believe once you get to the part where the operator asks you to choose between student services and your instructor, try to manually press 1...if that doesn't work, you can go to help on your student homepage and go to "find an answer/ask a question" Type in your question and look above the column before you submit your question and press chat, it will take you directly to student care..
I apologize for not being good in explaining things, but I hope this will at least get you on the right track