I'll not mention the name of an operator, but people can probably guess.

I received a phone call at about 11am today from a withheld number. Voicemail left, and it was the operator asking me to give them a call. Was quite busy, so didn't get a chance at the time. At about 2pm, I receive another call from a withheld number, and it was the operator again asking me to give them a call, albeit a different person. I still didn't get a chance, so I gave them a call about 5pm. I quote the reference number, and I'm told a response has been received from the depot. I was then told that the customer services rep can see that I requested a written response, so he'll get that sent out now...

I decided to question why it takes two missed calls with voicemails left, and me to call back, when I specifically requested a written response. I was told that it's "process" to give the customer a call. The CS rep was very polite to be honest, and we had a quick chat about it. I had said that calling a customer prior to sending something in writing isn't a bad thing, but it's a closed response, as they're referring exactly what the depot has said. If I challenged the response, the most that could be done was for it to be referred back to the depot for a further response. 

Very interesting, and it perhaps goes to show how rigid customer service processes do not work.