I do apologize for the issue you had with support. The original issue with the login to the builder was that the builder account needed to be connected to your account manually. I see they did resolve that for you.
I cannot speak about the length of time on hold, as I do not know what the incoming call volume was at the time, but I do know that your call was dropped due to a power outage at the call center. This was because of some large storms moving through the area at the time. It was very brief as our generators take over very quickly, but it seems to have been enough to drop the calls.
Again, we do apologize for that.
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