Amazes AND Sickens me too. GA's are not always right. I have lost count of how many times I have seen perfectly reasonable people with perfectly reasonable requests be disserviced by front line employees that should not be customer facing. There are some agents that should try to put half as much energy into providing service as they do on making up excuses or hyper-technical excuses to avoid service.

Yeah, maybe we have only heard one side of the story but it is believable because I have seen it happen a hundred times and it has happened to me.