Originally Posted by
channa
CO Rule #1: Always deny a request when possible.
CO Rule #2: Always attempt to charge fee, even if unwarranted.
CO Rule #3: Only waive fee in #2 above if allowed by policy and upon specific request from customer armed with knowledge of such policy. Then play dumb like you weren't aware of said policy.
CO Rule #4: Only when caught by said customer, document record to absolve of any wrong-doing and make the customer liable for our own screw-ups.