Why is hold queue full? I pay for support ?

As Pahanda pointed out, Lionhearth, your subscription pays for access to your account. Though obviously support is an aspect of having an account and we want to provide what assistance we can, there is no guaranteed response time though. We will provide what assistance we are able to as soon as we possibly can.

Q u o t e:
He's account was hacked... an authenticator was put on and he's trying to get it back before the hacker sells all this stuff.

Now, if your friend's account was compromised and an Authenticator attached it would indicate one of two things. Either this compromise took place several days ago, before the confirmation e-mail was required for authentication attachments or that the person who compromised the account also has access to the e-mail address.

I'd recommend your friend make sure his system is secure and then immediately change the password for his e-mail address.

Battle.net Account Security Awareness
http://us.battle.net/security/

Account and Computer Security
http://us.blizzard.com/support/article/30794

How to Identify Fake or Phishing Emails
http://us.blizzard.com/support/article/25133

If he is able to answer the account specific questions he should be able to reset his password. As long as the Authenticator is attached he won't be able to access it but it should prevent anyone else from being able to log in as well.

https://us.battle.net/account/support/password-reset.html

He'll need to contact our Billing and Account Services department in order to have the Authenticator removed. I'd recommend that he call them directly but he should also send an e-mail or webform from the registered address on the account.

Email Support
o Website E-mail Form
http://www.blizzard.com/support/wowbilling/?id=eSupport000
o Billing@Blizzard.com

Phone Support
You can call 1 (800) 592 5499 (1-800-59-BLIZZARD) 7AM-8PM (PST) for live representation.
Australian users should please call 1-800-041-378 if the standard 800 line does not work.

If you can give me the name and realm of a character on his account I may be able to check and make sure that his e-mail has been received.

Good luck.

Q u o t e:
Are you kidding me!!!? You pay for server access and not support? What kind of wimpy toe-the-line garbage is that?

No, I'm not kidding you. In-Game Support, Billing and Account Services as well as Technical Support is not guaranteed under your subscription, Ulyssil. It isn't wimpy, or toe the line garbage, it is fact.

That isn't to say that we won't continue to fully support our products but the post I made, back in July, was in response to the statement "I pay for support". So keeping to the facts of the statement and not the deeper understanding of all the intricate aspects of a company and especially an MMORPG, no, it isn't part of the subscription agreement so you do not, in fact, pay for support.

Q u o t e:

I also have been calling for 4 days now and when I've got a wait time it has always been a huge wait. I want to upgrade and each day I find myself thinking a little longer about not bothering. At the very least they should implement a call-back service.

Our hold times are unfortunately around 45 minutes give or take depending on the situation. Our Billing and Account Services team continues to get those response times down.

As for your upgrade, Ulyssil, if you are having an issue making a purchase online it may be prudent to pick up a retail copy from a store. Though the online upgrade feature is convenient the security protocols of our system and in some cases your credit card's bank may prevent all customers from using it.

Q u o t e:

At the very least they should implement a call-back service.

Not a bad idea, and something that has been considered.