When you call Customer Service (*611 from your cell phone or 800-922-0204) and you get the phone tree, have you tried pressing 4 for Other and then saying Agent?
You're welcome, hope it helps. btw ... sometimes Customer Service experiences high volume wait times, but when they do, they usually have a statement about it when the system first answers the phone.
Yes, . . .Customer Service has been awesome most times, . . this shortcut should help bunches with the phone tree, which may need revamped some also. It's Telesales, Shipping, and Returns that need an overhauling!