I had this exact issue. Then I went back and waiting again. Another 2 hours. Thankfully I had other things to do while I went from 69th back to 1st again. I did get someone, told hem my issue then was told I'd have to "call support for security issues". I looked UP MY ISSUE and even entered it into a form before I clicked CHAT and was NEVER told that I wouldn't be able to be helped via CHAT. I was annoyed but figured I could sit my phone next to me while I was on hold so I went ahead and called. The "On Hold" system SUCKS! They have a pre-recorded message, four RINGS then pre-recorded message all over again. Over and over and over. At least give me SILENCE or some kind of MUSIC. But constant ringing? I have a headache now. So I'm on hold for 1.5 hours and it hits 6PM PST. And I'm still on hold. No notice that calls aren't being answered anymore - just on HOLD. Very poor system! VERY poor!!