Why this complaint escalated — and the earliest point it could have been stopped
All data on this site is synthetic.
Calls are scripted by the team and voiced with text-to-speech; the telco
“Meridian Mobile” is fictional. No real customer recordings, transcripts or
records are used anywhere in this project.
Escalation risk · unauthorised add-on · callback never made
100from 89 before the latest contact
Score is a capped sum of fixed weights. No model sets it, nothing is learned, the same case always
gives the same number — and every point below traces to a line someone actually said.
Earliest point this could have been stopped
Deliver "Call back within 24 hours to confirm the refund" by 04 Sep 10:12.
Contact 1 ·
03 Sep 2026, 10:12
The commitment was made on the call but no follow-through was recorded against the case before the customer made contact again.
Customer asks to cancel an add-on they did not authorise, and to be refunded two months of charges.
resolved: Cancel the unauthorised data add-on
unresolved: Refund two months of charges
promise broken: Call back within 24 hours to confirm the refund · 146h overdue
transcript & audio
Voiced with ElevenLabs from our own script — two voices, so
diarisation has something real to separate.
customerThere's a data add-on on my bill I never signed up for. I want it cancelled and I want the last two months refunded.
agentI can see the add-on. I've removed it from your plan just now, so you won't be charged again.
customerAnd the two months I've already paid?
agentThat needs a billing review. I'll have someone call you back within 24 hours to confirm the refund.
customerAlright. Within 24 hours then.
Contact 2 · 05 Sep, 09:40 · call
Customer chases the refund. No callback was ever made.
promise broken: Chase billing and get back to the customer
transcript & audio
Voiced with ElevenLabs from our own script — two voices, so
diarisation has something real to separate.
customerNobody called me back. I was told twenty-four hours and it's been two days.
agentI'm sorry about that. I can see the note. I'll chase billing and get back to you.
customerThat's what the last person said.
Contact 3 · 07 Sep, 14:05 · call
Third contact. Customer is calm but mentions the ombudsman and switching providers.
transcript & audio
Voiced with ElevenLabs from our own script — two voices, so
diarisation has something real to separate.
customerI'm not going to argue about it. I'll take it to the Telecommunications Industry Ombudsman, and I'll port out to another provider.
agentLet me see what I can do before it comes to that.
customerThree calls. Nobody has actually done anything about the refund.
Suggested next steps
Suggestions only. This system never issues a refund, changes a plan or opens a ticket, and a score
is never used on its own to judge an agent.
high
Call the customer back within 2 hours
Owed since 03 Sep 10:12 and still outstanding.
high
Raise and assign a case for the outstanding request
An unresolved need with no owner is what produced the repeat contact.
normal
Route to a supervisor rather than the general queue