I've had this happen when I submit a text request and my account manager decides to call instead of responding via their (horrible) internal messaging system.

I've had this happen when I submit a text request and my account manager decides to call instead of responding via their (horrible) internal messaging system. I know my account manager's name, so it is less of a concern, but that's only because she's helped me out on some thorny issues. I could imagine this being more problematic if there isn't a pre-existing relationship.