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If the CSA phone before the conversation starts ask for the answers:-
Name.
Department.
Extension number.
Reference number.
If you are asked why tell them so you know who you are speaking to and who to contact with a reply otherwise the phone call cannot continue. it could be a hoax, practical joke or bogus telephone call.
Then proceed to tell them YOU DO NOT deal with the CSA over the telephone only in writing.
Give them your address.
Reply asap to any letter and file all correspondence (including copies you have sent) in date order.