Hey there @Debs58 !
Welcome to the Community 
To clarify the process to request a callback, you would first need to reach out to us by phone. While we try to answer all our customers as quickly as possible, we sometimes have longer wait times and in those cases, we'll send you a link by text message to request a callback.
After receiving the SMS link, click on it and you'll be forwarded to our live chat with AskJack. From there you can type "callback" or "chat with an agent" and then answer a few more questions. A callback will schedule a call for you and chatting with an agent will put you in the queue for the next available live chat agent.
Keep in mind that you can also reach out to us on these channels if you need any assistance. Hope this helps!
