If I thought it would speed things up, I would. It's obvious that they simply don't have the manpower to deal with all the tickets at the moment, so I doubt that getting the BBB involved would make any difference.
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So what made the difference for me ?
At a guess, maybe they are using FILO - First In Last Out. It could make sense. Rather than keep everybody waiting a long time, they might deal with the newest ones first - the ones who have already waited a long time are already angry anyway. This way they keep at least some of the customers happy.
Of course, there could be a completely different reason.
I'm going to ticket them again and see if that helps.
Hahaha FILO, maybe...