I called CS a few months ago to get my nephews Starcraft 2 account un-banned. Hold times were under five minutes and they fixed up the problem just fine. The problem was he had a trial account and I bought him a retail box for his birthday. He upgraded but apparently when he set up the trial all it needed was an email account and pw. The upgrade wanted more information and they had sent him emails about it. The emails went unanswered because he used his gradeschool email address to set up the trial. Well he wasn't in gradeschool anymore and had no access to that account. Few months later they blocked the SC2 account.