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I agree that email is best.
However I have in the last few years found that the online chat facility offered (in some cases forced on us) by utility companies when there's no option to speak directly to someone on the phone is in fact preferable to a phone call.
Why? Because some of those systems will email you a transcript of the whole discussion - but of course you don't know if you're using one of the systems that will, until the end of the discussion... There's always a risk that the connection will fail and the discussion vanish. So about twice a minute a do a Ctrl-A Ctrl-C and paste the whole discussion into an open text file, which I tidy-up later.
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