Exactly that was my feeling when he told me that he was a case officer. I thought that he should be working on our files rather than picking our phones.g126 said:Yes... I think the main problem is that it's not always a case officer that picks up, I think you're quite lucky. It's almost certainly not a case officer if you go in person, the attendant there is just a receptionist. And let's be honest, IF they have spared a case officer just to answer the phone, shame on them, I'd much rather see ALL case officers busy working on files and not answering phone calls ;-)