The MR phone line used to have great caring agents that were knowledgeable about the program and helpful! Phone service started going downhill around 6 months before the SPG integration in 2018. (There's some threads here from then with folks experiencing 4 hour waits, even on the plat line). I'm not even sure the platinum line currently goes to a dedicated plat center (versus just getting ahead in the queue). Not sure if it was people leaving, or Marriott changing their call centers, or what. In my experience, the Marriott CS phone agent experience is certainly not what it used to be.