I had about a 20 min hold time this week, which wasn't terrible.

What ticked me off was 1) I pressed 1 but did not get the call back option 2) It routed me to a phillipines agent who was not knowledgable 3) the supervisor I spoke to acted like he was doing me a favor for giving me the price listed on the website!

I'd rather wait longer and get a competent agent. For better or worse, FTers know the rules better than the agents so when someone's bad it's pretty obvious.