I had to call up my bank last week. So I rang the number on their website, and (after getting through their ever-growing maze of security questions), I spoke to someone who was surprisingly helpful. I didn’t have all the information which I needed, so I went away, and once I had the right information in front of me, called the same number again.
You don’t need me to tell you how this ends. I wasn’t able to speak to the same person as before. And the new person, who was also very helpful, ending up telling me something completely different!
Just goes to show how valuable it is to have the name and number of a specific person to speak to.