A great many of those phoning up are foreign nationals and,
because the customer is always believed to be telling the truth, even
when blatantly lying, after you've got through security, you can tell as
many porkies as you are capable of to get extra money. What's worse, if the
caller states they've just had 15 disabled babies and if the call
centre operator doesn't update the account with those extra babies
etc knowing it to not be true they
get disciplined. Crazy, crazy system.