Been trying to call and have been waiting 15-35 minutes, twice I was disconnected as soon as the person was picking up and had to wait again. It's been bad for a while now, and I'm pretty sure I'm being connected to the regular call centers, not Platinum or PP, the representatives are much less knowledgeable.
Also, why am I entering my rewards number every time I call? Used to be recognized by my phone number. They used to just answer and say "Hi Mr. S****".