&gt; You&#x27;ve described their entire day. I&#x27;m sure they know it&#x27;s not them<p>It&#x27;s more about demonstrating that you (the customer) don&#x27;t blame them (the agent of XYZ faceless corporation) that you know where the blame lies. They know they didn&#x27;t create company policy, but they deal with a lot of people who don&#x27;t appear to realize that. I find that showing empathy for the person on the other side of the dialogue while politely reiterating my frustration with the situation goes a long way toward them going the extra mile to try to help me out rather than trying to end the interaction as quickly as possible.<p>I began operating this way after my own observations working in a support position and it works a lot more often than not. Also, as an aside, remember to use the name of the company when stating an issue rather than saying &quot;you.&quot; For example: &quot;Comcast over billed me,&quot; and not &quot;You over billed me.&quot;