I had read all of these reviews prior to calling CBS, and I admit I was more than skeptical about calling. However, I wanted to talk to my brother and this was my only option. The hold time was a bit long, but it's that way with almost any place anymore. They gave a website during my hold time, and I tried to access it, but it was unavailable. Finally when the agent answered, I asked my questions and he explained everything in great detail. I also talked about the website not being accessible. He told me it must be down or something because he had just accessed it the day before. I thought he was lying because everyone on here said it was non-existent. Nonetheless, he asked me to try it again and it worked! The call was pleasant and I felt very informed when I hung up. Maybe you guys need to realize they are people with a job to do and treat them with the same respect you want them to treat you with. Do I like paying $11 for a 15 minute phone call, nope, but my brother broke the law and ended up in prison. If I'm going to be mad at someone it should be him, not the c.s agent.