I agree that those two options are usually better (especially since you get a written record), but some examples of times I choose to call are:

- I expect that there will be a lot of back and forth. If it's a decision tree situation (i.e. if they say A, I want X, but if they say B, I want Y), then I find it's usually easier to just call, particularly if the CS is good. Otherwise the lag between messages can drag things out. Chat solves this somewhat, but not all chat CSs are equal. Amex's (for example) is pretty good, but others are pretty crappy (i.e. they want you to use their AI crap first which definitely doesn't understand the issue - I find if it's something I can't figure out/answer on my own, your bot isn't going to know, either).

- I'm on a long highway drive (handsfree and not heavy traffic!) and I'm trying to get something checked off my list. I'll usually only doing this if the CS is pretty good (i.e. it's only going to be a quick call), although I have done it when there is a long expected hold time, too.