I am starting to doubt if they are actually telling the truth, some things they told me about my PR renewal don't add up.Experienced the same. They don't like us calling them. But when you are stuck, you feel by calling them you will get some useful info. Sadly it never works that way.
Also, it seems like if you question them for longer than a couple of minutes they just try to come up with something that you want to hear so that you'd go away.
Though they were mostly rather polite. Maybe I command more respect due to being older...
They did explain a couple things that I found confusing due to tracker and ATIP notes contradicting each other. But not sure it was worth all the annoyance I felt dealing with them.