Sadly everything on this site is completely 100% true. I’ve found that if you don’t document what a customer service rep tells you, the next time you call they have no knowledge of your last conversation. BUT then when you start listing the previous reps name (id number if you have it) and time of call they magically find it (most the times).
I had a bunch of text files all over my computer documenting all my calls. But after a while they started to get very disorganized. One note on one PC another note on another one…. Etc… Etc… Putting it online has proven helpful (even with the lack of personal details (like account numbers)) instead of the mess it was before.