Custom voicemail greetings will not play

I have never encountered this before in like 40 phone systems. A user recorded custom busy, unavail, and greet.wavs. If I dial into his voice mail with *ext, I get the default robot lady saying Please leave your message after the tone…

The files definitely exist in /var/spool/asterisk/voicemail/default/ext/ so what is going on?

Again I have set up dozens of freepbx and piaf pbxes and have never seen this behavior. Please let me know what I am doing wrong.

Thank you.

The best bet to get help here may be to provide a calltrace

Also if Asterisk was running as root the files may be owned by root.