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@chris_crash
@gregory
if they are putting you on hold for ages it is just a tactic to get rid of you, they don't want to make payments, and know you probably don't have all day to sit on the line.
I had a bank try this on me when they let some one who was not authorized take money out of my account. when I called I was transferred from a nice young woman who answered to an idiot who would put on hold for hours at a time. I told him I would have my lawyer write them if they did not return the money by 5pm. that got them jumping.