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[–] cdglow 0 points 2 points (+2|-0) ago 

I despise Verizon, but I can kind of see how this could be a case where the left hand doesn’t know what the right hand is doing rather than a case of malice and greed to take advantage of a fire to make a tiny bit of extra cash.

In any big company, you have to contact a ton of people to try and approve exceptions to normal policies. It’s so retardedly easy for a fuckup to occur somewhere in the chain of emails. One person forwards an email wrong, the normal person who approves shit is out sick that day, etc and all of a sudden something is blamed on a customer service rep who has zero authority to make decisions.