Generally I'd agree with this statement but CSC was quite helpful with the citizenship application, might I add with minimal amount of attempts and wait time to speak with someone. Early November, I got a ghost update that was for security clearance and the following day the test schedule. After test, my application was sitting stale with no updates waiting for criminality clearance to happen so my background check can be completed. Towards the end of November, a CSC agent sent a correspondence to the processing office to see if they needed my fingerprints. Sure enough in a couple of weeks, got a fingerprint request and after that the application was wrapped up pretty quickly. I suggest talking with them again and perhaps send a webform too? Good luck!!