I will admit that the Houston agents I've had have been more confused, perhaps mildly-flustered would be the way to put it, than others. But they have always been pleasant and figured out what to do. Except once. And truthfully, I did call again later (and got something taken care of that was well within the rules). So now, thinking about it, I have done the HUACA thing. Hmm. This is an unexpected development.