Being put on hold causes its special brand of anxiety. Wait times for a customer support agent to answer the phone range from a few minutes to several agonising hours. So, any method that will shorten that time and get you the needed assistance is a blessing. And the sooner you start working on it, the better. Calling or chatting with customer care first thing in the morning (about 7 AM) is preferable to later in the day or evening when they are more likely to be swamped.