It's free, it's easy, and the people on the other end try really hard to make things work for you. I'm really uncomfortable chatting with strangers too, especially on the phone, but I waited until late enough at night (maybe 12:30 pacific time) that I got an online chat (instant message style, so less pressure) instead. The wait was about three minutes. It probably took longer to solve my account issue than it should have, but the person helping me was willing to stick around until I said I was done.
Besides, you never know when you might want a feature of one of your missing EPs for a particular story arc in one of your games, and this way the packs will be right at your fingertips whenever you want them.
