Over the two-month period this happened, I don't think I ever spoke to the same rep twice, and several times when I referenced notes that I know for a fact $pre

Over the two-month period this happened, I don't think I ever spoke to the same rep twice, and several times when I referenced notes that I know for a fact $previous_guy had, $new_guy had nothing. Most (not all, but most) were nice enough on the phone. I have a feeling that turnover is/was a large contributing factor. edit: This was in the US, FWIW.