I called UA to change a ticket due to the weather problems. I did not have a long wait for the phone agent (I am 1K) and he found the change quickly, and that it could be changed due to the weather exemption. However, I am now 20 minutes holding as he tries to get SHARES to change it. He is working with their help desk, but it just will not make the change. I wonder how much of the long backlog during this difficult time is due to the lack of working of SHARES?

If it had worked easily, I would have been done in less then 5 minutes and he could have moved on to another customer.