Company Message does not play when calling main number

We are a new user of Spectrum Business RingCental VOIP customer. I am trying to get the system programmed to put into use. I have recorded a custom message that is supposed to play when calling the main number. The call routing is dial extension at anytime, dial 9 for directory, or 0 for operator. I have called Spectrum Business support multiple times and they can't solve the problem. As far as I can see, the portal is configured correctly. All phones have been tested and ready to install and port our AT&T number over for the main number. I need help to solve this problem, before we go any further. Is there a way I can talk directly to someone at RingCentral to get this problem fixed?