Terrible customer service from blizzard

Q u o t e:
ok, so here's my story and im hoping to get a damn blue response. I currently have a mobile authenticator on my account, that phone broke. I had to exchange it for a new phone under warranty. Now i can't log into wow because its a different authenticator. between yesterday and today i have called the blizzard billing and account services line at least 5 times an hour during the entire duration of when they are open 11a-11p my time. Each and every time i call i get a all our reps are busy please call back. I understand that they are busy but where the hell is the hold option...

I'm truly sorry that if you've experienced any issues getting into our Account Services telephone hold queue. The reason that you've received that message is because the hold queue itself is full, and the best option for getting in is to call repeatedly, hitting redial if you get the hold queue is full message. Periodic calls are much less likely to meet with success, I'm afraid.

Q u o t e:
instead of being kicked off all i need is a simple authenticator taken off so i can link the new one to my account. I'm going on 4 days unable to play because of this issue, two of which i actually had time to call blizzard. Would appreciate a blue post to make this easier.

Fortunately, you can use the the Account Services email to get a legitimate Authenticator removed as well. You can request such a removal via email at Billing@blizzard.com. If you do not have your Mobile Authenticator serial number available, you may find it useful to fill out and make use of the following form as part of this process:

Battle.net Terms of Use Form
http://us.blizzard.com/support/article.xml?locale=en_US&articleId=26361

A telephone call may prove to be a faster option if you have that serial number handy. If not, identity verification will be necessary.