If you've had the mortgage for 8 years I would seriously be talking to the bank you do your everyday banking with about what deal they can offer to take on your home loan. Many will offer discounted % rates and other perks - plus you tend to get better service if you deal with them for more than one thing and so much less hassle if you need to sort out a financial issue.
ALWAYS take down the date, time and details of the customer service officer when you make a phone call to a bank, tele co or any other organization. Get their full name and reference number - this way you have valid information if you have been misinformed, e.g. "i spoke with john smith on Monday 31st of December @ 10am and he informed me...." is taken a lot more seriously than "someone there told me....".
You are entitled to hold a company to what is said by an employee in an official capacity, i.e. when you call a customer service line. Don't be afraid to ask to speak to a supervisor if someone gives you different info than what you were told the 1st time. Even if what was initially said was incorrect, most organizations policy is to come to some agreement between what information was given to you and what is actually correct.
Remember that all these calls are recorded and staff are trained and mostly following scripting - so if one of them stuffs up, the onus is on the company to rectify it, not you. If you can tell them time, date and person involved, they can assess that particular call and provide the staff with retraining so they don't continue to provide incorrect information - this is what is meant by "your call may be used for training purposes".