Unfortunately it's gotten way worse in recent years. I'm a former CK, current long time EXP an was stuck in a mean feedback loop being transferred and put on hold last month. This lasted almost an entire day and I simply gave up. Sad how far things have fallen off over the last 3 years or so, from the days when you'd always get right through to a friendly and helpful AAgent on the premium line who had the authority/ability to actually make things happen.