There's preferring to talk to a person, and NEEDING to talk to a person. They are two very different things. We ran into this when Dad's brokerage firm was bought out. He was used to calling his broker to request the minimum required distributions. The new company automated the process, so now it can ONLY be done online. So he still makes a phone call...except, instead of calling the broker, he calls me or my brother. 😁