ReL or are told not to escalate things
You'd have thought that people in call centres would be told to escalate things when the guy on the other end of the phone says things like "you do realise that what your company is doing here is against the law". This should ring an alarm bell which goes something like "I'm not paid enough to deal with this shit" and make it an SEP* as fast as possible.
(*) SEP, Somebody Else's Problem(TM)
(TM) the late great Douglas Adams
Biting the hand that feeds IT
