Yes, calling is too demanding these days. You are expecting them to actually be at their desk waiting to take your call. Today's world you are expected to send eMail and then they can choose to respond or ignore claiming it never arrived so when you arrive and ask they can express how it's not included in your rate but they will "make an exception" for you.

Customer service has dropped so low, I just hope their doors are still open when I arrive! I know FT threads get more traction when there is something bad to discuss.

Lovely15, please don't feel you are intruding by giving them a call. Just keep it pleasant and light hearted and you may be surprised what you'll get! If the agent sounds put out by your request, politely ending the call is your best move, and you're no worse off than you are now.