[QUOTE=TGarza;36012810]The adjustment amount is greater than the phone CSR can approve. It has to be submitted for approval./QUOTE]

Yet no special approval was needed for an $8,000 overcharge.

Uh huh.
I see how this works.

This is a version of the old “The person in charge of that isn’t here today. Can you come back tomorrow?” (Answer is always “No.”)
I’m waiting for the day when I’ll hear, “There’s only person with the authority to make an adjustment like that, and he’s dead.”