When did companies start talking about, "unexpectedly high call volume?"
Are they really so inept at planning that the call volume is unexpected? For months at a time?
Even non-legacy companies like OpenTable are using it to describe their email load.
Once an institution starts glibly lying, it's a slippery slope. A reality distortion field moves from on-hold time to diesel emissions.
On the other hand, consider what happens if you start by telling the truth about little things. "To save money for our customers and investors, we keep our support team lightly staffed. Please wait patiently a few days and we'll get back to you…"