It usually is! I had them connect to Tracfone CS as it's very difficult to get through & it said wait time was 21 minutes which went to 6 minutes & never moved after an hour. While waiting I decided to look at reviews which brought me here(thank you sitejabber!) & from the few I read, 21 minutes seems to apply to all calls which I'm now sure is to get you to try out that JustAnswer which I almost did, but after reading these reviews knew it was just another scam to take advantage of people that need help.