Did you notice the amount of effort—or lack of effort, perhaps—being made to enable call centres to officially call back? Is there a push to have people go to alternate channels rather than call centres?
You notice that about banks these days. You notice it in other industries. When paying your phone bill, if you have any questions, there's a real push to go online. In some cases, if you go to CRA, for example, it's almost impossible to find a phone number to contact them. It will lead you in almost every direction to not get a phone call or a phone number. It wants you to do everything digitally online.
Is that the case you found in these various departments, that there's a push to not call but to use alternate means—email, fax or go online—to access your own account?