I also phoned this morning my local Scotiabank branch about silver coins and bars. Way back in the past ( I inquired with this branch on the subject a few times over almost 20 years.) they were very forward about availability, quotes, delivery and service costs. Not this time so I said should I deal with the downtown branch ( had to do it once in tough supply times ) but no, I was offered an 800 number to call Toronto.
So Sketch that seems to be in line with your friends info but to me they were more tight lipped.