xFinity Demonstrates Pattern Of Deliberate Lies as the Hallmark of Their Entire Support Services. It's Their Policy. NO ACCOUNTABILITY

Still no resolution as I have now tried all avenues available for alleged support and customer service.  They don't care at all that I was blatantly, repeatedly lied to about numerous things because their agents' tactics and catchphrases show an obvious pattern, leading one to believe that this is how agents are trained, lying is allowable, and will not be punished at all (was told nothing would happen or that maybe a manager would just say something to the agents or possibly provide further training).  No one would read even one transcript.  They literally tell you that they just skim through them, and often don't have access to the actual transcript - just the agent notes...which are whatever he/she decides to write, which certainly isn't going to be the truth.  This is their customer service support system.  It's literally how it's set up.  I actually had to give verbal consent for them to contact me via e-mail, and then they didn't contact me via e-mail.  I also communicated my concerns verbally on the phone with Customer Loyalty/Retention/Care...whatever they call it now, as it is a pointless department now (didn't used to be - none of this used to be this way) based on my experiences, and they couldn't have cared less about the misconduct, dishonesty, and amount of time I had spent trying to resolve problems they were creating.  Even to go as far as to say that the agent had no way of knowing that my phone could have been paid off.  Doesn't that make it Worse considering he "Assured" me it was?!  Everything about this is a spit in the face towards me.  Only the customer needs to be ethnical, responsible and liable for contracts and spoken/written words; Xfinity has CLEARLY communicated to me that they do not.  THAT S THEIR POLICY.

*Reposting because this was incorrectly marked as resolved, and the agent on here couldn't have even had any way of knowing that it was resolved at the time!

From just one agent, from one transcript, and I'm told these promises and another statement the same agent made that was dishonest that cost me over $300, don't really matter according to the Customer Loyalty Team.  The agent may get spoken to or have some additional kind of training.  In no way does xfinity feel that they are obligated to honor promises and deals and comments and statements made by any of their agents.

*Jamie (12/01/2023, 06:58:23 PM): "If I do not get credited the other $###, or reimbursed for all the inactive equipment charges, what would be thye most efficient way to proceed?"
Agent (12/01/2023, 06:58:37 PM): "and I really appreciate your patience and understanding."
Jamie (12/01/2023, 06:58:45 PM): "So I don't have to spend hours on chat"
Agent (12/01/2023, 06:59:03 PM): "Yes now you can be assured about that."
Jamie (12/01/2023, 06:59:16 PM): "How?  How can I be assured?"
Agent (12/01/2023, 07:00:00 PM): "You can keep this encrypted chat id-XXXXXXXXXXXX585206 for future reference."

More details below regarding that chat, and I attached the entire chat as well, but none of the credits were applied and the agent stated that my phone was paid off.  All things that led to me making the decision to leaving verizon wireless, buying a new expensive phone from Xfinity, getting 2 lines, and committing to a 2 year contract, which I very rarely do, considering the rapid decline in their customer service.  I figured having everything in writing would protect me.  Not one agent, including (or rather, particularly) Customer Loyalty cared about that Chat ID AT ALL.  Xfinity can apparently promise you a dragon, a Pegasus, the Midas Touch...doesn't matter.  Their word is worth absolutely nothing.

Even though, word for word, the agent literally said:

Agent (12/01/2023, 07:15:50 PM): "So I can assure you that whatever I've said on this chat is 100% as per Xfinity rules"

I've attached the main transcript that summaries pretty much everything.  I've spend over 40 hours with agents being lied to ever since my services were shut off via xfinity's error.  I've had fraudulent charges added to may account, credits promised, and various other lies and issues that have just been an absolutely horrific experience with xfinity.  Long story short, in the end, I have an agent that repeatedly promised and assured me that I would receive al the credits I requested, then told me my current phone with verizon wireless was paid off (loyalty department says there's no way for them to even know that) when in reality over 300 was still owed...all to trick me into buying a phone and committing to a two year contract/adding mobile lines.  Per the lies and deceit, the difference between the deal that was promised, in writing, and the deal I am now getting, is costing me over $600 extra.  I contacted customer loyalty and they don't care at all that their agents lie.  They only communicate what their policy says.  I can only gather this means that their policy says they intentionally, knowingly use unethical & dishonest tactics to lure customers to sign contracts and buy services and product.  The customer is held to an insanely higher expectation than the company.  I figured I would post here as one final effort before posting to the BBB.  A customer shouldn't' have to spend over 40 hours to get a company to correct their mistakes and then honor their deal.  

* "Jaime, what best I can do for you that I can apply the credit of $60 on your account. for the inconvenience caused to you kindly take it as a token of apology" - just one example of this

* (six minutes later) "I apologies for the trouble caused to you let me apply the credit of $100 to your account" - two examples of agents crediting for inconvenience

Thennn...because after 30 hours of learning how deceiving they are, I had to ask specific questions...

"Agent (11/06/2023, 09:44:40 PM): "I am applying the $100 charges from my end. "
Jamie (11/06/2023, 09:45:46 PM): "so you are taking $### More off of the balance of the bill?  Or are you only taking $## more off?"
Agent (11/06/2023, 09:48:24 PM): "Jamie,  I am  applying the  total  $100  credit on  account to help you "
Jamie (11/06/2023, 09:49:01 PM): "I’m aware of what you’re capable of and you’re making me haggle over tens of dollars.  I’m not asking for a $### to be excused.  I assure you that I was treated terribly.  This all took place the day before my grandfathers funeral, and I spent #-# hours on chat trying to get my internet back up and running, was forced to restart a new contract, and they STILL didn’t fix it that day.  ALL Xfinity error, based on responding to an error that they caused to begin with!!"
Jamie (11/06/2023, 09:49:15 PM): "You are not being clear"
Jamie (11/06/2023, 09:49:50 PM): " a $## credit was already applied.  Are you saying that you applied another $###?"
Agent (11/06/2023, 09:50:32 PM): "No,  total you are getting  $100 for the tech,  I am  applying $50 more so, that the charge of  tech $100 will be removed  "

So, neither statement above was accurate in regards to the amount of money refunded, and then the agent changes the reasoning for the credits from inconveniences and apologies, to covering tech fees!

* 43 minutes later, after retelling my story to a different department: ""I will provide you $50 credit now to your account." and makes no mention of what the credit is for at any time.  This person also says they will remove the reactivation fee, which did not happen.

* ""I will provide you $50 credit now to your account."

*They tell you one thing, and Maybe write something down in the notes, which isn't even what they communicated, and THAT's what agents and departments use for references; not actual transcripts:

" I now have an upcoming bill for more than what it said after our conversation, and it also includes a $### service fee that I’m not supposed to pay"
Jamie (11/22/2023, 10:26:17 PM): " please review my transcripts"
Jamie (11/22/2023, 10:26:45 PM): " this is customer loyalty department, correct?"
Agent (11/22/2023, 10:27:48 PM): "No this is billing department, rest assure I can look into your account and try to resolve your issue as best as possible."
Jamie (11/22/2023, 10:28:25 PM): "Please transfer me to customer loyalty"
Jamie (11/22/2023, 10:28:58 PM): " I’m not wasting my entire night on xfinity’s negligence for the #th time in a month"
Agent (11/22/2023, 10:29:39 PM): "Sure let me share the contact information with you for the dedicated dpartment."
Jamie (11/22/2023, 10:29:58 PM): " please transfer me, as stated"
Agent (11/22/2023, 10:31:48 PM): "I am sorry to say but we don't have the loyalty department here over the chat, so I am unable to connect you to them, however you can call them."
Jamie (11/22/2023, 10:32:25 PM): "Then the person I spoke with last lied about being in that department, because it was via chat"
Agent (11/22/2023, 10:34:18 PM): "Jamie I understand  your part and be  assured I'll surely help you As I'm from Billing department "
Jamie (11/22/2023, 10:34:31 PM): " not only was I never supposed to pay any service fee for your company’s mistake, I was promised, via chat transcript, that ALL of my overcharges for # boxes I had, were supposed to be credited back to my account"
Agent (11/22/2023, 10:34:38 PM): " I really apologize for the hassle caused to you "
Jamie (11/22/2023, 10:34:53 PM): " every time I seek support from your company, I am blatantly lied to"
Agent (11/22/2023, 10:34:57 PM): " Let me check that for you "
Agent (11/22/2023, 10:35:10 PM): " I apologize for this "
Agent (11/22/2023, 10:35:43 PM): " Please allow me a moment, While I'm checking the  account and give you the  best resolution  at my end "
Agent (11/22/2023, 10:41:55 PM): "Jamie as I check your account that  your last Bill was generated was On 10/16/2023 of $147.00 and  I see after your Bill generation  you were charged for the Tech Services of $100.00 was On  10/17/2023  So It was $247.00 and after charge you were removed the 2 TV Boxes  and  Also you were got the Adjustment of $100.00 for Tech Charges and I see you were charged for the $15.00 Flex Activation Fee it is for one Time and After Pro rate adjustment you were en rolled In the Plan includes 1000MBPS speed and  we didn't received any payment against this Bill That is the reason the remaining balance carry forward to your latest Bill  was generated 11/10/2023 "
Agent (11/22/2023, 10:42:03 PM): " Of  $253.48"
Agent (11/22/2023, 10:42:23 PM): " Going further your Bill will be $100.00 per Month "
Jamie (11/22/2023, 10:43:15 PM): "And all of that is incorrect."
Agent (11/22/2023, 10:43:28 PM): "Sorry "
Agent (11/22/2023, 10:44:47 PM): "Let me share your bill history with you as well."
Jamie (11/22/2023, 10:45:17 PM): " Numerous people told me I would be paying NO fees for the person that came out, NO startup fee bc it was turned off by your company by mistake, and I would be credited ALL of the extra fees (($## per month for the number of months I was charged), and then I was told my monthly bill would be less as well, as long as I signed a one year contract"
Jamie (11/22/2023, 10:46:14 PM): " im asking you to read the transcript.  I know what my bill shows.  That’s why I contacted you.  Because it’s completely wrong, and I have been blatantly lied to again"
Jamie (11/22/2023, 10:46:51 PM): " so before I submit the transcripts of the chats to the BBN, I thought I would give you one last opportunity to make things right"
Jamie (11/22/2023, 10:47:06 PM): " which is not what you are doing"
Jamie (11/22/2023, 10:47:21 PM): " you’re not even listening to me"
Agent (11/22/2023, 10:47:32 PM): "I would like to inform you that you have already received the credit for that tech charges of $100 on 10/31 and 11/1."
Jamie (11/22/2023, 10:47:51 PM): "That is incorrect"
Jamie (11/22/2023, 10:48:04 PM): " those were for my inconvenience"
Agent (11/22/2023, 10:49:34 PM): "As I can see that you were charged for the tech charges and we already removed it/ waved off."
Jamie (11/22/2023, 10:49:34 PM): "i was never supposed to be charged with a technician fee to begin with.  The person lied, and sent a tech out.  The tech can confirm this, as all he did was call in my information.  There wasn’t supposed to be any starting fee either, as that was your mistake"
Jamie (11/22/2023, 10:49:49 PM): " you’re not reading the transcript are you?"
Agent (11/22/2023, 10:50:21 PM): "Yes I am let me share the complete details with you."
Jamie (11/22/2023, 10:51:15 PM): "Yes, please do.  While you’re at out, please send those to my gmail address so I know that your company stored them and that you are reading them"
Jamie (11/22/2023, 10:52:30 PM): " because of you were reading the transcript you would see that I am supposed to be credited for all overage chargers on the boxes, and you’ve mentioned nothing about that, so I do not believe you are reading the transcript, with all do respect"
Jamie (11/22/2023, 10:53:17 PM): " you’re shattering details of the bill.  The bill is wrong, so why would I want you to communicate an incorrect bill with me?"
Agent (11/22/2023, 10:54:49 PM): "Yes I can see that your Tv box was removed on 10/15 and the credit of $20 was also applied to your account."
Jamie (11/22/2023, 10:54:57 PM): " Just give me the number of customer loyalty.  This is ridiculous and will go on for hours, as I have done SO many times with Xfinity.  Your customer service is horrible."
Agent (11/22/2023, 10:55:13 PM): "Sure."
Jamie (11/22/2023, 10:55:19 PM): " That’s not information from the transcript"
Jamie (11/22/2023, 10:55:39 PM): " tell me who I spoke with, and again, please send me what you’re reading"
Jamie (11/22/2023, 10:55:55 PM): " to verify, please"
Agent (11/22/2023, 10:57:39 PM): "Yes, I will definitely send you the billing details over the mail as well."
Agent (11/22/2023, 10:58:18 PM): "Please call at 1-800-934-6489 (1-800-XFINITY) for further assistance."
Jamie (11/22/2023, 10:58:34 PM): " you’re going to send me the last full transcript?  Because none of what you are saying connects with what was promised to me."
Agent (11/22/2023, 10:59:04 PM): "Yes I am sending it to you right now."
Jamie (11/22/2023, 11:00:35 PM): " And in that information that you reviewed, you didn’t see where I was promised I would not be charged for a technician or startup…And that I would be getting credited for all late box overage chargers?"
Agent (11/22/2023, 11:01:19 PM): "Yes sure please allow me a moment."
Agent (11/22/2023, 11:02:23 PM): "I have send the bill details at [Edited: "Personal Information"]."
Jamie (11/22/2023, 11:02:28 PM): "Even common sense would tell you that they credited me $100€¦ but charged me for a technician twice as well?  C'€™mon. "
Jamie (11/22/2023, 11:02:50 PM): "Yeah.  I already have access to that.  Please send what I actually asked for"
Agent (11/22/2023, 11:03:26 PM): "That Is exactly what I am looking at."
Agent (11/22/2023, 11:03:46 PM): "Please open it I will walk you through all the charges."
Jamie (11/22/2023, 11:03:47 PM): "Lol.  That’s actually in the bill"
Jamie (11/22/2023, 11:04:27 PM): " in the transcript, the promises made regarding credit and the new cost of my services/subscription should be towards the end.  "
Jamie (11/22/2023, 11:04:48 PM): "You haven’t sent me the transcript"
Agent (11/22/2023, 11:06:18 PM): "I have sent you the bill that is generated and it is the only thing we have and can send you."
Jamie (11/22/2023, 11:06:31 PM): "So you have lied"
Jamie (11/22/2023, 11:07:16 PM): "This will be her one more transcript that proves my point that the chat agents blatantly lie"
Agent (11/22/2023, 11:07:36 PM): "This is the transcript available with us with just different format, I assure I haven't lied to you."
Jamie (11/22/2023, 11:07:57 PM): " absolutely ridiculous.  What a joke"
Agent (11/22/2023, 11:08:38 PM): "You can see on the third page of the bill that you have received the credit of $100 for the tech visit."
Agent (11/22/2023, 11:09:13 PM): "Waving off the charge."
Jamie (11/22/2023, 11:09:15 PM): "Sure.  Then I was charged for another visit Anders they credited me for my inconvenience "
Jamie (11/22/2023, 11:10:16 PM): "I was charged twice for a tech visit.  Wasn’t supposed to be charged for either.  I was charged #-# times for startup fee.  Wasn’t supposed to be charged at all"
Agent (11/22/2023, 11:11:14 PM): "I assure you there is no other charge on your bill for the tech visit except this one on 10/17."
Jamie (11/22/2023, 11:11:34 PM): " what current bill right now?"
Jamie (11/22/2023, 11:12:09 PM): " What is my current bill right now, due December #"
Agent (11/22/2023, 11:13:09 PM): "Your current bill is $253.28 and your  regular monthly charge going forward is $100.00."
Agent (11/22/2023, 11:13:27 PM): "$253.48**"
Jamie (11/22/2023, 11:14:11 PM): " and how is that possible that I’m being charged that much when my monthly subscription is supposed to be $##"
Jamie (11/22/2023, 11:14:56 PM): " because your company lied"

Please note that the credits they  keep referencing that they are giving me are credits that have already been given to me, but they are being misleading and making me believe they are adding additional credits for inconvenience AND "waiving" the fraudulent tech and installation charges.  unreal

* ""I can not confirm why the credit was applied by 2 agents and the inconvenience was referred to the inconvenience for being charged for the tech visit that was supposed to be free." - this was communicated from the agent.  WHAT??!!  The charge was never supposed to be on the bill, nor was the reactivation fee for the flex box.  The inconveniences were me losing internet for several days, arguing with deceitful xfinity agents for 10s of hours, being forced to get a new, more expensive plan, etc.,  And how does one credit something that wasn't supposed to be charged , and then said would be waived?  And why did it have to be done in two parts on two separate dates.  If you genuinely were trying to credit my account for the tech visit, you would have had a supervisor do it (higher $ clearance) or had two different agents do it on the same day.  It's all bogus.

FINAL: Promises made by agent that repeatedly promised and reassured me that he would fix EVERYTHING regrading everything I requested, and then also suckered me into buying a phone, adding mobile lines, and committing to a 2 year contract based on me believing that his written word would mean something to this company:

Agent (12/01/2023, 05:49:26 PM): "I can assured you by the end of this chat your each and every concern will sorted."
Agent (12/01/2023, 05:49:31 PM): "assure**"
Jamie (12/01/2023, 05:49:47 PM): "The $## credits were applied on ##/## and then again on ##/#" (referes to the date the $50 creits were given)
Agent (12/01/2023, 05:49:56 PM): "So now I guess we are clear on $100 professional charge since it's already waived off."
Jamie (12/01/2023, 05:51:15 PM): "NO.  that is Not correct.  Each of those agents communicated that the $## credits were for the inconveniences I have had to deal with.  If they were going to waive the fee, wouldn't it have been done in full - $### at the same time?"
Agent (12/01/2023, 05:52:16 PM): "Okay thank you for specifying that I will help you with credit of $100 from my end over this chat."
Agent (12/01/2023, 05:52:29 PM): "I hope that will work."
Jamie (12/01/2023, 05:52:39 PM): "I've already explained this.  If you are just reading the agent's notes, this isn't going to get anywhere because the agents were dishonest.  It can be observed blatantly in the actual transcripts"
Agent (12/01/2023, 05:53:49 PM): "I do believe you Jamie I will credit you $100from my end for professional install."
Agent (12/01/2023, 05:54:18 PM): "Along with $15 activation fee for Flex."

Agent (12/01/2023, 06:03:02 PM): "Being an agent I will waive off the professional install charges from your account and will maintain the notes for rest of credit so that our refund can contact you and procced the rest of amount."

Jamie (12/01/2023, 06:28:12 PM): "I'm really not interested in getting any new products or services from your company given how dishonest and inaccurate/unreliable they have proven to be"
Jamie (12/01/2023, 06:29:07 PM): "You told me you credited $###, which is not showing up anywhere on my account, and again...I was charged those fees Twice and taxed on them."
Agent (12/01/2023, 06:29:14 PM): "Being and agent it's a maximum credit I can proceed from my end however be assured the rest of amount will be credited by our refund team within 24 to 48hrs."

* This agent also had told me he credited me $100, but nothing was showing up on my end.  Eventually, a $60 credit came up, so I called him on it, said $60 was his max and that he had lied about how much he intended on crediting the account.  Later, he must have gotten a supervisor to approve $40 more. But, ultimately $100 Did go through, and like I said, I was getting EVERYTHING in writing, and making certain I asked all the right questions.

Agent (12/01/2023, 06:35:25 PM): "I didn't lied to you Jamie actually I have a limited access on credit however I have said that I will credit the flex activation fee as well which I was going to procced from my supervisor but since I have requested for the rest of credit from the refund team so that's I didn't porcced that."

Agent (12/01/2023, 06:42:39 PM): "And yes For rest of $130 have raised a request and for that you will be contacted by our team be assured."
Jamie (12/01/2023, 06:42:59 PM): "I'm asking that the other $#130 of fraudulent install/service/activation fees be credited...and I am also requesting that all of my past "Inactive Equipment" charges be credited as well...This was promised at the end of the ##/# transcript"
Jamie (12/01/2023, 06:44:34 PM): "I thought i was being charged an additional $20 per month for the boxes I wasn't using (Xfinity never sent shipping materials), but it was actually #@$## for $## per month, but it was for a good number of months, as each time I was being charged almost $### per month, I should have been getting charged $###"
Agent (12/01/2023, 06:45:44 PM): "I belive yur each and every point"
Jamie (12/01/2023, 06:45:45 PM): "The agent, at the end of the Transcript on ##/# confirmed that I would be reimbursed for all of those charges, and it would show up in my next bill"

Agent (12/01/2023, 06:49:01 PM): "I've raised all your concern with the higher authority, and they will definitely help you with all"
Jamie (12/01/2023, 06:49:02 PM): "so you have confirmed that I will be getting $### credited towards the current bill, correct?"
Agent (12/01/2023, 06:49:26 PM): "Yes $100.00 is applied and $130.00 more will be applied"
Jamie (12/01/2023, 06:49:46 PM): "Thank you.  Will they looking into this mater now?"
Agent (12/01/2023, 06:50:32 PM): "Yes definitely."
Jamie (12/01/2023, 06:51:16 PM): "Credits for all the inactive equipment charges I was getting charged each month, which was promised to me in a transcript on ##/#?"
Agent (12/01/2023, 06:51:38 PM): "Yes all the credits will be applied."
Agent (12/01/2023, 06:52:22 PM): "And also with the deal your this month bill will be prorated."
Jamie (12/01/2023, 06:53:01 PM): "And you understand I have that information conformed by a previous agent named Jallena J already?"

Jamie (12/01/2023, 08:02:38 PM): "Okay, assuming all of the credits you have discussed are approved, I would be interested in proceeding with this plan" (referencing signing up for mobile and buying new phone)
Agent (12/01/2023, 08:03:28 PM): "Yes be assured about that"

* Here's where the agent tells me my current phone is paid off, as I was unable to access that information.  he said we are good with it, and also stated that the IMEI for that phone was paid off - When I went to drop the phone from my verizon account, there was a balance of $326.62

Jamie (12/01/2023, 08:04:36 PM): "I'm currently unable to  log into my verizon wireless account.  By any chance, did it say whether there was still a balance on the iphone ## pro max i gave you info on?"
Agent (12/01/2023, 08:05:21 PM): "No it didn't indicates something like that."
Agent (12/01/2023, 08:05:36 PM): "So we are good with it."
Jamie (12/01/2023, 08:06:20 PM): "does it normally make you aware?  You mentioned the word "locked"  I have always associated that with a phone that has (unlocked) been jailbroken/hacked"
Jamie (12/01/2023, 08:07:01 PM): "By the way you are using the term, it has to do with whether it is paid off or not?"
Agent (12/01/2023, 08:07:06 PM): "The new phone will be locked with Xfinity for 24 months and you can buy out there devices anytime by paying out the remaining monthly installments for the phone , As you are receiving $35 monthly discount on your internet bill to add the mobile line, If you cancel the mobile line before 24 months the mobile discount to internet will also be removed."
Agent (12/01/2023, 08:07:39 PM): "Yes the IMEI you gave it's paid off."

Agent (12/01/2023, 08:31:08 PM): "Is there anything else I can assist you with today Jamie?"
Jamie (12/01/2023, 08:32:53 PM): "When can I expect to see the remaining $130 in reimbursements for the fraudulent service/install/activation fees?  And when can I expect to receive all of the inactive equipment charges (@$20 per month for however many months I paid those fees) credited back to my XFinity account?"
Agent (12/01/2023, 08:33:31 PM): "Within 48hrs that will be taken care of."
Jamie (12/01/2023, 08:34:34 PM): "That would be outstanding if you are actually able to resolve all of these problems I have had.  It will be a disaster if the credits do not come through though"
Jamie (12/01/2023, 08:35:11 PM): "The iphone 15 will be delivered to my address?"
Agent (12/01/2023, 08:35:15 PM): "Be assured about that Jamie "

Jamie (12/01/2023, 08:42:38 PM): "I genuinely hope that everything discussed in this chat is accurate, honest, and will be followed through with.      I REALLY do not want to have to fight for my rights anymore with XFinity!"
Jamie (12/01/2023, 08:43:23 PM): "all finished.  Assuming this is all ###%, I greatly appreciate your help and YouR patience as well.  FINALLY someone that helped, hopefully?  lol"
Agent (12/01/2023, 08:44:24 PM): " You can be assured about the words I gave you Jamie."

...And this is just ONE day of chatting.  Xfinity made me a deal to credit back the remaining $130 in funds for tech/install, reactivation fraudulent fees.  It also promised to credit my account for every month I was charged $20 for inactive devices -$20 times the number of months charged (since the beginning of that new plan when I downgraded to internet only because of overall frustrations with continued decline in customer service year after year.  Lastly, an odd request for xFinity to pay the balance of $326.62 for the remaining balance of the phone that the agent communicated was paid off, as these things were all collectively the reason I switched my mobile plan and purchased a new phone and committed to a 2 year contract.  Xfinity, via the agent, presented a deal, and it is now costing me $600+more than what was discussed.  I'm not interested in what your policy says, which simply states that you don't have to be accountable for anything; only the customers do.  I'm communicating that you need to do what is ethically correct, and you need to honor what your company put in writing.  Next stop is posting this on BBB, which is not hat I want to do.  I just want this matter cleared up..  Please.