Another WTF moment

Dunceys appear the world over.

My friend, a consultant doctor, emailed me yesterday. He has to interview a younger doctor for a position. He provided the details in an email, which he then inserted his contact numbers as follows (numbers changed for privacy).

Personal Number: 020-1-MYNAME

Direct Line: 021 035 46-AMC

The response:

Hi MyName,

I called the amc trying to get hold of you but they were unable to do so.
Do you have a direct number because I dont quite understand what numbers to dial to get hold of you.

WTF? Umm, how much intelligence does it require to relate the letters on the keypad to the numbers?