Waiting an hour to be assisted on the private client secure chat

I am a private client, I want to query a credit card that’s been offered to me, I went onto the secure Chat for private clients, I am waiting almost an hour to get assisted, I might as well be a normal client pay less fees and have the same amount of wait time to get assisted, gosh almost an hour that’s bad and ive complained about this waiting so long before as a private client