RBS "telephone interview".

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I have an onging PPI miselling complaint with RBS.
I made the original complaint via Resolver just before the August 2019 deadline . I had not heard anything from RBS by March 2020 and after phoning them was told that my original complaint might have got "lost" because websites were "overloaded" with complaints just before the August deadline . So they asked me to resend my claim by hard copy , together with my original Resolver reference number and also 3 proofs of ID.
They have recently contacted me and have asked to arrange for a telephone interview .
My question today is : should I agree to a telephone interview and will refusing effect my complaint ?
The reason why I am asking is that, I remember reading a comment a few months back , from one of the regular contributers on this forum ( sorry I don't recall his/her ID ) stating that it is not advisable to hold interviews with banks over the phone and to conduct as much communication as possible in writing , so as to keep a written record .
Thanks in advance for any help you can provide .
I made the original complaint via Resolver just before the August 2019 deadline . I had not heard anything from RBS by March 2020 and after phoning them was told that my original complaint might have got "lost" because websites were "overloaded" with complaints just before the August deadline . So they asked me to resend my claim by hard copy , together with my original Resolver reference number and also 3 proofs of ID.
They have recently contacted me and have asked to arrange for a telephone interview .
My question today is : should I agree to a telephone interview and will refusing effect my complaint ?
The reason why I am asking is that, I remember reading a comment a few months back , from one of the regular contributers on this forum ( sorry I don't recall his/her ID ) stating that it is not advisable to hold interviews with banks over the phone and to conduct as much communication as possible in writing , so as to keep a written record .
Thanks in advance for any help you can provide .
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