For a more serious answer, yes there is a pandemic, it effects the reply times for phone and chat. Perhaps try at a less busy time, or if you look in some other threads (I don't have the number to hand) there is a text number you can message and they will contact you when someone is available.
'oh hang on theres a pandemic they can use as an excuse !!!'
it is hardly an excuse. my old company. 92 people full compliment of call centre staff. how many do you think they have currently? FOUR PEOPLE. That's right all having to deal with a totally unmanageable workload working long hours and stressed to the hilt being abused by customers. the rest are on furlough or have the virus, self isolating.
not every company is able to offer work from home, logistically or due to the data protection act.
it is annoying having to wait in a queue for 5 hours or get no response from a company, but no one is doing it to pee customers off i can assure you.
no excuse for not taking on more homeworking staff , grdp can still be implemented so stop sticking up for them , as for waiting in a queue for 5 hours !!! you get disconnected before an hour. their customer service is a complete joke , no wonder they are losing so many customers !!
Please keep this discussion civil. I know there are some strong emotions, but chipping away at each other isn't going to achieve anything. If you've got a valid contribution to the OP's message, then please feel free to contribute, otherwise please keep your thoughts to yourself.