I wanted to cancel as Delta Amex a couple months ago when I ran into no SM and only chat. It was giving me a time estimate for chat, not saying available or not available. The first time I tried, earlier in the morning, it estimated many dozens of minutes ! I tried again a few hours later, got an estimate of 1 minute and went for it. And no, they did not tell me to call in, they took care of it all online (though asked me just as many questions to verify my identity as if I had called in , so it was in more ways than one worse than Citi SM, but no worse than the phone).

And by the way, on this same day, I tried calling Amex on the phone and got it to hang up on me in menu hell. And this was from a landline, so yes it was definitely at their end. So much for Amex's claims of great customer service!