EWR - I had the same thing happen a couple of weeks ago. Called the Elite line just before 11:30 p.m. EST and got the message about operating hours being until midnight EST and then was disconnected.
I also sent in a complaint regarding a recent issue with upgrades on the customer service page a week ago and haven't received anything resembling a response (aside from the auto-generated "We've received your email" message when it was sent).
Ace customer service to be sure. It's beyond sad to see how this airline is disintegrating and SWA isn't picking up any pieces to ensure a smooth transition.