Please be cautious about the info you get from phone calls, EVEN YOU ARE TALKING TO IO. It can be misleading or totally wrong. Actually just think about that, they are not the officer who is handling your case, they just have more priorities than representatives to access further info from the computer. First of all, they only have limited info not detailed as local office infopass. Secondly, they may wrongly interprete it to you a totally different way based on how knowledgable they are. And some times a series of calls you would get the same answer since one IO follows another who made a note earlier which would make you think it's a true info. Think about it, it's called custom service NOT UNLIKE others, who are you talking to? what kind of service you expect to get?
Just kindly remind, if you call, don't take it too serious, otherwise you may get heart attack, not exaggerate. My suggestion is, if you want to get more detailed and reliable info, infopass is a must. The only shortcoming is you need to drive for some distance which means more dollars on gas.
Anyone agree with me or has different opinion, do write here.