That bit is wild to me, as the callback option is available for the Platinum Concierge (I called last weekend and opted to grab a "place in line" rather than sit on hold). While amex cannot wave a magic wand and solve staffing issues, that is something that is within their control and rightfully something Centurion-holders should be upset about.

Unsolicited tip, if you are ever concerned about ongoing fraud (and can't get through to amex immediately), you can freeze your card in-app or on the website via the "Account Services" tab. That should at least provide a small measure of peace of mind while you sit on hold.