Maybe FS operate differently? I imagine mine would be face to face. My FS is excellent I rang today and she phoned me back for an informal over the phone chat when she had a free moment. I find my FS so extremely approachable.
It is your dream of a family on the line- I reckon if you don't like your FS then change.
What questions do you plan to ask? (If you don't mind sharing). I have been known to give a copy of questions I want answered to various specialists. I know, bit weird but sure beats forgetting to ask something you want to ask- especially when they charge through the nose.