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It was a story of an American Express customer who made a decimal mistake while making a payment and paid thousands of dollar instead of hundreds.
He called AmEx to inform them about the mistake. He was assured that the problem won’t affect his account and all charges will be refunded.
A few days later the customer has received a call from his wife with information that all their debit cards are suspended. He checked the account and didn’t find anything suspicious, not even a note that the account is blocked.
He called AmEx once again for clarification.
This time, he reached a representative who could be a model example of how customer service agents shouldn’t behave. The rep accused the customer of a fraud attempt and asked why he didn’t stop the payment. The customer said that he was not advised to do so. Quite the opposite, he was assured that there will be no negative effects of his mistake.
Define the problem assign role player
you should search for it on google first,if you couldn't find what you know then you can consult one on your career
whatever tchnical problems i face, i search it on google.
