Having trouble getting in touch with Blizzard

For my birthday, I got a Race/Faction change from a few friends. We decided to do the Faction change first, so we wouldn't have to wait for my character to switch realms to do it...

After purchasing it and logging into my account, we figured out that I'd gotten a Race change instead. We know we pressed the right button (we had thought Faction changes were $25 and were surprised when they turned out to be $30), so I know that I didn't press the wrong button.

I've e-mailed Blizzard, had a ticket to speak to a GM on my character open for a couple days now (by now, I had it open for about two and a half, almost three) and tried to get in touch via phone. The estimated wait time was 35 minutes, and I've been on the phone like 5 minutes short of an hour.

Any help would be appreciated. Thanks.