I do not have any evidence, but I feel like it's safer to send a message or chat. Not all agents are "trained" to talk live to a customer. But a lot more (perhaps lower tier) customer reps can help with standard requests like changing the due date, lowering credit limit, issuing a check for credit balance refund etc. The lower tier reps may not be as interested or even empowered to look at the entire financial relationship of a customer with the institution. They may just be trying to get through xxxx number of requests before the end of their shift. Meanwhile, the phone agents may be more trained to look for red flags. Again, I have no evidence, but this is what I believe.

What are you trying to do?