Originally Posted by samm

Has there been a recent change in the last few days to the IVR callback during extended wait times? Called the EP line today and Wally said the wait was 17 minutes and started playing the usual music. Usually a female voice comes on and provides a wait time estimate range and then proposes a callback.

Are call backs no longer being offered? (FWIW when callbacks were offered, it was never as long as it said and you'd always get an agent in a few rings if you opted to wait instead of callback -- but the wait estimate has been real when the callback hasn't been offered this week).