I had an escalation: woman calls in, wouldn't accept EOBC policy with rep before me, when rep went to get supervisor, customer hung up and called back to get me.

I tried to do the usual de-escalate, but I failed, supervisor got on and told customer that she can have it canceled today but invoice will be prorated. Customer kinda panicked on that one. Wanted to know minutes used now, sorry can't give that info.

She hung up knowing she has to call back tomorrow to deal with canceling which she will be transfered to Save Team and blah blah...