From my experience:
When I started online shopping and online banking (a long time ago), my preference was to always call customer care and get a quick answer. Over time I realized that in any customer support organization, those who can speak decent English are in Phone support, they are usually dumber. Those who can’t speak so well are in email support, they are slightly more sensible. 99% of the cases I send email instead of calling – be it Bigbasket, vodafone, airtel, banks, wallets, shopping. Advantages – saves time, helps me retain my temper and above all, higher chances of issue resolution. Sometimes, they may not have an answer immediately, email gives them time to find an answer.
This is only opinion and I am not stating it as a fact. Different people may have different experiences.