Sometines it is just "beeing nice" to the ICC. I called several times and it is a wonder what words can do. They are ususally going by the book, but get a senior on the line and things change. Remember, when you call and get one of these "the rules are ..." you are always eligble to hang up and call again. CHances that you get the same person are very low (except calling LH, I got the same guy 3 tines in a row )