Telco continuation

Why do companies have databases where they keep your records if they don't keep your records? Or doesn't it work if you ask them to? I rang my Telco again on the weekend about my continuing network issues - and spent more than 20 minutes going through the issue, history, attempted fixes etc before the Customer Service Officer offered to put me through to Priority Care ... except they weren't there yet. Could he please note down the details of the call so that when I called back, I could be transferred through without having to go through the details again? Certainly, he assured me. Hmmmm. That's not exactly what happened - but I was only on for 15 minutes or so before I finally made it to Priority Care - who then only needed the short form version to finally be able to help me unlock my out-of-contract handset to see whether it or the network coverage - or possibly the SIM card - were contributing to my coverage issues. Coincidentally, when I picked up a new SIM card yesterday - might as well cover all the bases - someone else was asking about their decreased network coverage. It may finally be time to have a look for similar issues on the Internet.