My experience today - as a Plat - called the elite number - waited 45 minutes on hold - (Phillipines?) agent greeted me by name, then the line disconnected.

Tried the business texting option on the iPhone - after 1h15m, still no response to my initial inquiry.

Tried the callback option, after 13 minutes was connected to a US based Premier agent who took care of my somewhat complicated situation in a kind and professional manner.