I called back, reporting data point for other FT users.

Today it took me about 5 minutes to get an agent.

The agent I spoke with said that they can not fix the issues themselves but that the Skymiles department must do so. And currently there is a large backlog of issues/requests, so the requests are being put into a queue. She said that normally 3-5 days is the turnaround time but that right now it is as long as 30 days. She verified that my request from a week ago was still in the queue.