. . .but he was on a church trip to Branson, Missouri that weekend!

A little over decade ago I was answering billing disputes for a cell phone company. I was in a call center taking complaints that had been escalated from first-tier customer service.

A woman called and said there was some kind of fraud on her son’s phone, that it must have been cloned. Why? There were international roaming charges on it from Canada. She insisted that he’s never been to Canada, that they live in Colorado and nobody in the family has even been CLOSE to Canada before.

So, I start checking the account. Sure enough, there’s international charges from Canada to the US on one line. I look closer. . .the calls were all made in one weekend, and one of the calls made from Canada was to the mother’s phone. Also, I check the call data and going by the towers, apparently the calls were made from the vicinity of a ski resort.

There are no calls on that line made from anywhere else but Canada that weekend, besides a few apparently on an interstate between Colorado and the ski resort.

I had to tell this mother that I couldn’t remove the charges, since it was clear that the phone wasn’t cloned, it was taken to Canada for the weekend.

“That’s impossible. He’s never been to Canada, he was on a church trip to Branson, Missouri that weekend! He even called me from Branson when they got to the hotel!” Well, I could tell he called her when he got where he was going, but it sure as heck wasn’t Branson.

Uh huh. Well, I wasn’t allowed to call anyone a liar. If I said he was lying, I could be fired.

“Ma’am, I can’t say where your son was, but I can say that his phone went to Canada that weekend.” I reiterate what I’d found about the call records, and that going by the records and evidence, I couldn’t remove the charges, and I couldn’t declare that the phone was cloned.

She was confused, and didn’t know what to think. She hung up still bewildered as to what was going on.

(I checked, and for the record this was shortly before when you would need a passport to go from the US to Canada)

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Customer gets back what she demanded

Is that Eastern or Pacific time?