That's what it says on the system.

Why are customer care consultants so inadequately trained, you call twice explaining the exact same thing to 2 different people and without doubt, yes you get 2 different answers - based on what "they can read on the system". So does each staff member get different "systems"? A query can never be resolved easily. Yes the call is free, but my time is not free and I certainly don't want to spend my free time frustrating myself.