What is the point of a queue for chat support?

If after 3h of waiting I'm met with "There are no agents available to chat with you right now. Please try again later." Notice beforehand would have useful. I try calling only to be met with "The number you are calling is busy." I trying submitting a support email only to get no reply after over a week of waiting. There is being unprepared and then there is this. I'm at my wits end here and I'm about ready to give up and move on to a different MMO. I have been a part of rocky launches before but even Blizzard and SOE would reply within a week.

I shouldn't have to fight with Square Enix just to give them money.

Let's not question SE's logic.