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Warm Fuzzy Justice

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This is a good vibe for me. Happened mid pandemic, but it gives me warm fuzzies when I think of it.
I work in agent support for a cell phone company, agent xfers because they don’t know how to help a reasonably distraught AH. The usual: they really want something done for her but no idea what. Fine, warm transfer me the sob story.
AH is upset because her ex keeps getting into her account online and changing her info. Then she lays it all on me: she’s in hiding from her abuser, he’s been released ROR, restraining order etc you get the idea. Now he’s getting her family’s addresses that she’s been using for billing.
Easy fix, we shut down online access, paperless billing. Not ideal for her, but she’s ok with calling for everything. Resolved? Not yet.
He also purchased a phone on a payment plan on her account, then move the line to his own account (also with our company) but has sh!t credit and doesn’t qualify for a payment plan. This leaves her with the payments on a flagship model (sadly not something I could change) she doesn’t even have. So despite her best efforts he’s still managing to stick it to her financially too.
Now I’ve been in this industry for several years, and I am solution oriented. I am also petty AF, because malicious compliance is still compliance.
Now we can’t touch his account because that would be fraud and some other violations..and that is wrong.
However, the phone itself is hers. He won’t give it to her, so he has technically stolen it, and stealing is also wrong 😈
So I sent a ticket to the carrier we resell to blacklist the phone. It’s a relatively litigious process, and they generally do not appreciate anything more than cut and dry facts. I took a shot and gave them the short form, “AH’s abuser has refused to return the device blah blah blah”. Downside of tickets is they can take a week to complete, usually 3 days minimum assuming your ticket is started same day.
I’m really not expecting much and let her know the process, but fingers crossed because it’s a start.
Got a response in under 10mins, the usual copy paste “my name is X, I will be happy to assist-” …. “I got you. Blacklisting complete. Any associated line will suspend within 24hrs. Good luck”.
She is thrilled, solidarity is appreciated. She is especially stoked when she realizes that when he doesn’t show up for court (this was mid pandemic so video call hearings) a warrant will be issued.
Really all I did was blacklist a phone, but it was a little win for her with potentially bigger implications.
Made my day, and I use it for a pick me up when I feel like quitting.

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