I sent in a polite but detailed complaint about failure of the chat and call back systems and lack of twitter though the website, and after perhaps an hour I received a phone call from a supervisor. We had a nice chat. At the start of Covid they offered early retirement packages and a lot of senior agents took those, leaving them really short staffed. They've been trying to hire as many people as they can, but it takes months of training until someone knows enough to move to the medallion lines, especially for those who handle platinum, diamond and 360. They hesitate to move anyone to those lines until they are sure the people are up to it... She said they are all working lots of overtime and handling phone and e-mail, but they are desperately short handed and they know it. They are also very aware of the black eye its giving them on social media and with their customers.
Sound like it will be many more months until things return to an acceptable level.