Hi caperry,
Unfortunately VM Forum Staff are unable to process regrades or callbacks. Agreed the phone lines are busy, and the chat is long and painful.
What you need to do is to call at 8am, when lines are least busy to avoid call queues.
Choose the Retentions department (thinking of leaving us) options 1,1, 4 and 4. They have access to more systems and better offers and you should be able to negotiate a new, more suitable contract
Dave
The Service you do for others is the rent you pay for your room here on Earth - Muhammad Ali