I have this theory. It is that there are really only about six customer service people, for all companies and organizations, throughout the entire world. Most calls are routed through the bitter woman from the South, who reads everything off the screen in front of her and is incapable of outside thought processes. She has been programmed: THE SCREEN CANNOT LIE.
Well, that's not true I try explain, because I just got a cell phone bill for $978.81 and my monthly plan is $69.99.
But the system (they never refer to it as "the screen", it's always "the system") says you owe nearly one thousand dollars.
I should mention that Shayna, the girl who just helped me with my old Sprint contract was excellent. A non-sreen reader.