calling 311 (212-newyork)

Do they ever actually answer the phone? I've stayed on hold for 20 minutes at a time today, and after usually "stay on the line" message it just rings for 20-30 minutes. I am trying to call to ask about the mysterious delinquent charges to our building as a whole. The bill said ask your building manager about. I did, and faxed him the bill. He said he showed it to the accountant who said there are no delinquent charges. I'd like to confirm that with the city. Is this even doable? Or do I need to be able to sit on hold for up to three hours to get ahold of a human?