I feel your pain. BB CS frequently disconnects randomly. Either it's their call system or bored employees just hanging up because they don't want to deal with you. I've gone through hell on the phone multiple times due to errors on their site, had them create "cases" for these issues, telling me that they'll get back to me in 48-72 hours, and they never do.
Quick question for anyone who has been through this before..
I ordered one of the Precision Aim COD:BO controllers for PS3.. I received it on sat and they shipped me the 360 version. I went to BB today and they told me they couldn't exchange it since they don't even carry them in stores. So I got home, called BB and was sent to the BB.com customer service. I waited on hold for 30+ min and I really don't feel like calling back, but told the lady my problem and she said something (I couldn't understand her clearly) about reprinting a shipping label or something and put me on hold. While I was on hold, the call disconnected so I re-called and was pretty much back to the start of the line waiting again. I waited another 10 minutes (before I could even tell them where to direct my call.. during this time I decided to check BB account and the order is showing that they re-shipped my item.
What do I need to do now? Wait for the new item and re-ship this one? Call back and wait an hour for someone to tell me nothing? I'm worried that they will charge me again if I do something wrong.
While their support isn't Indian or anything, it still blows epic chunks. And if you're dealing with an issue with video game stuff, don't even bother. Their CS reps are usually 50-year-old ladies who are like "what's an Xbox?".
That said, it sounds like you're going to need to call back. Not sure what other options you've got.