Calling anywhere is always a roll of the dice. Did you try calling between early December and mid January? If so you called during the holiday season and will probably not be able to reach anybody. It's hard to get anyone on a Friday or a Monday. They don't do daylight savings time so you may have called them during their lunch hour or after the close of business day and not realized it. Truthfully, if you really want to get anything done, take a trip down and go where you need to go personally. As the man I once was having a verbal conflict with on the island said to me "we do things differently here.".It could also have been that their phone system was down at the time. Utilities are less than reliable on the island. How's your Spanish? Does your 14 year old speak any Spanish?