I have had that after first few screens in a number of surveys every now and then. It depends on how much time and efforts spent on opening a ticket. I now follow a poster’s lead many pages ago, make screen shots along the whole process after being cheated so many times. There is about 99% success rate in resolution, depending on agents, some are more sympathetic some are not so much. Some literally wanted to deduct the 0.20 posted and only posted the bal!