That same thing happened to me several times when calling Ram Chat. Person 1 tells you they can't find anything, congratulations on your purchase. Person 2 tells you to hang on while they look at this or that and after awhile, tells you they really don't have much info but your order has been received (basically in D status). I've decided it comes to how experienced and trained the person is and how motivated they are to get you a better answer than "I can't find anything", which of course strikes the fear in you that maybe your paperwork was lost or something. By the way, you tend to get more informed people during the week. It's like the weekend people are just people sitting around the house answering calls as a side gig.