This really happened to me! I contacted a government department by phone and the call was picked up quickly. Great I thought and the agent sounded very happy to take my call. I told her I wanted to discuss a situation and she replied “I am sorry, you will have to call back as we are too busy to take any calls as we have a backlog”. Surprised, I asked her what she meant and she told me that they can’t take any calls as they are too busy but I could e-mail them. I asked if that would be answered any quicker to which she responded, “I don’t know – you may want to call back later." How confusing I thought – she was talking to me telling me she couldn’t talk to me … - just when I thought some of these government departments were getting switched on to service!