Thanks.
queues can be very low and at the highest over the last few weeks have been 40 minutes
I think that says it all if you consider 40 minutes on hold something to be proud of!
Live chat when available is fairly quick but we do have to pass security should the queries be account-specific.
The problem is that they go through all that security stuff before finding out what the call is about. And considering that live chat is launched from the logged in account page they should have most of the information that they need in any case. Common sense should also tell them that someone calling with a mobile phone question probably doesn't have their bank statements in their hand, so asking questions that mean the caller needs to go off an look something up is bound to slow things down.
I still don't see what the beef against email is. It's hard to think of anything less secure and accountable than social media, so I presume that's just a fashion thing. Even if you thought the incoming email had been spoofed, the answer would still go to the email address to which you regularly send confidential account and financial information.
