Trouble contacting anyone from benefits support center

I'm trying to find out plan specific information for the BCBSIL plan that WAG is offering us for next year. I've tried calling the Benefits Support Center line and they had me on hold for an hour (not an exaggeration, 54 minutes), nobody ever picked up. I tried chatting with them while I was on hold and was told the chat representative "doesn't have plan specific information" and that I had to call the customer service line. I tried calling the informational number for the BCBSIL plan but they referred me back to my employer for the specific information I'm looking for. Now I'm back on hold with the Benefits Support center. I know WAG is going downhill but WTF?! Why is it so hard to get information about benefits they're offering?