This seems to result from convoluted rating formulas, antiquated systems support, and sometimes an inability to permanently correct errors you see the same mistake year after year. Certainly, telephones and voice mail can work in some situations. One area that I have noticed where carriers are deficient is with technology. Carriers do not seem to be as electronically sophisticated as their customers. How well the carrier does at communications depends on the account manager.
Communication really is a people issue.
Some individuals at certain organizations are wonderful at communicating, and others are not. Depending on the issue, methods of communication will vary. Any form of communication can work. One way carriers can improve communication is to provide more electronic methods of communications. Banks and financial institutions have been able to provide their customers with web-based information for a very long time, so we can do transactions through the Internet.