What happend to customer service?
As far as hearing Spanish in the background, the call center I worked at had bilingual reps working right next to English-only reps, all in good old US of A. The bilingual reps were occassionally queued into English customer service. There are Spanish speaking people in the US, and the bilingual reps are paid more since they can speak 2 languages. ...
maybe it is your location where they route your calls to.