I did the chat three times. Each time it took about 3 1/2 hours wait time.
First time got to CM, but my laptop has a privacy thing that I had no idea about. CM could hear me, but not see me. He was very kind. that. Second time, CM insisted since DH had an account it had to be processed under his account. The account was made some years ago, never used and had no idea what the password was. He said he had to be done that way and then closed the chat before I could protest again Third time was done under my account on the IPAD with no issues.
I understand waiting, I don't see why they don't have a "ding" when a CM comes on.