Average Wait Time For EA Help Chat?

I have been trying to contact the EA help chat for 2 days now and haven't been able to contact a real person due to the obscene wait times.
I've only apparently had someone join the chat hours after the chat allegedly started I don't have the free time to wait 2-3 hours to receive help for a problem that could easily be solved over email or a simple phone call.
Which is horrible but I could cope with it if the alert email that is sent when an agent connects to your chat actually sends when the agent connects and not AFTER they time out the chat and leave.
Is this just the status quo for wait times now?

attached are the 2 chat transcripts