I'm sorry for your experience, and appreciate that you've posted here. I'm following up with the teams responsible for these areas to ensure this is fixed.

We're also working on the ability to allow you to request a callback from care agents directly from within the product - so you won't have to wait on the phone. That should be ready by the January release, but might get in for the December release. I think it will also let you know how long the wait is.