Shoppers Drug Mart

We've been trying to contact Shoppers #630 and it keeps saying it's busy, no ringing just immediately the busy tone. I'm a pharmacy technician at the hospital and we need a patient's medication history to do our job correctly. It has now been 3 days since this issue began. I also sent a fax request and an email to no avail. Other then showing up in person, I don't know how else to reach them. It's important that we can contact them to get the information we need to do our job.