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How can this person improve their situation?

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  This is the problem the employee is having:  
 
 
 
I work for the customer service department of a large company that provides ďcredit card protectionĒ. Our service is actually a really good one, and I believe in it strongly. However, the problem I have is that I think customers are being signed up who donít give their permission. There are two ways to sign up: one is over the phone, where they have to give a verbal password as proof that they signed over the phone. The other is through the mail, where they sign a form. However, at least once every day, there is a customer who calls to complain that he or she has been billed but that they didnít sign up. When I check the files, there is no password, and no link to a scanned copy of the signature. I told my supervisor, and he just said it must have been a system error of some kind. First, I donít know how thatís possible, but secondly, does it do it so much that there are people calling every day to complain about it? I really donít know what to do. I donít want to work for a scam.  
 

 

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