Thats the funny thing about the call centers. We have a database that has all of our procedures and according to that we're not supposed to do it, but there are some reps that will "bend" the rules if you're hard on them. On the other hand, you might have just been routed to the retention dept by the automated system. I was just a regular rep and I couldn't even add anyone onto the SERO plan if I wanted to to. You got away with one Mike!
