Well - first you have to realize that the people that answer the phones at the brokerages, for the most part, don't even know as much as we do. What they say is mostly whatever comes to mind. I've spent time explaining the rules to them, on occasion. The back office which is responsible for clearing trades generally know the rules.
Second, I have shown up at the brokerage office more than once asking if I could have a cert for shares (not PHGI) and they were always available, if I actually wanted one.
Back in ancient days, the Druids thought black cats were human beings.