So, when I genuinely want to help a customer by requesting credits, etc, I'm usually told no. Period. End of discussion. These same people though, will credit a customer when it escalates. When I stand behind a policy, and tell the cusotmer no, and back it up with policy..resource credits. When I'm asking for a bit of lienancy for a customer, they tell me no. *shakes head* I'm sorry that I try to provide customer service....I mistakenly thought that was my job.