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.
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
Pull the earlier call and have a supervisor rule on the conflict, rather than asking the customer to prove what they were told.
Contact 2 ·
04 Sep 2026, 14:32
This contact answered the same question differently — "Agent advised the charge applies — $320 — directly contradicting contact 1" against the earlier "Agent advised the charge is waived and qualifies automatically" — and the earlier record was never checked.
"Agent advised the charge applies — $320 — directly contradicting contact 1" contradicts the earlier answer: "Agent advised the charge is waived and qualifies automatically".
Customer asks whether the early termination charge applies. Agent checks and says clearly that it is waived.
unresolved: Confirm and actually apply the waiver of the early termination charge
no owner assigned: Agent advised the charge is waived and qualifies automaticallytranscript & audio
Voiced with ElevenLabs from our own script — two voices, so
diarisation has something real to separate.
customerHi, I've got about two months left on my plan and I'm thinking of leaving. I wanted to check what the early termination charge would be.
agentLet me have a look. So you're on the twenty-four month plan and you're twenty-two months in. Where there's less than three months remaining, the early termination charge is waived.
customerWaived entirely? So there'd be nothing to pay?
agentThat's right, you'd qualify. When you're ready just put the request through and the system takes the charge off automatically.
customerGreat, thanks. I'll note that down.
Contact 2 · 04 Sep, 14:30 · call
Customer requests the cancellation. A second agent gives the opposite answer — the charge applies. The earlier call is not checked; the customer is told to prove it themselves.
no owner assigned: Agent advised the charge applies — $320 — directly contradicting contact 1no owner assigned: Agent declined to retrieve the earlier call recording and put the burden on the customertranscript & audio
Voiced with ElevenLabs from our own script — two voices, so
diarisation has something real to separate.
customerHi, I rang last week and was told the termination charge would be waived. I'd like to go ahead and cancel.
agentLet me check. Sorry — on your plan the waiver only applies with less than one month remaining. You've got two months, so there's an early termination charge of three hundred and twenty dollars.
customerBut the person I spoke to said less than three months. I asked twice, specifically, because I wanted to be sure.
agentWhat I've got in front of me says one month. It's possible there was a misunderstanding on the earlier call, but I can only go by what the system shows.
customerCould you pull up the recording of that call? I made my plans based on being told it was waived.
agentI can't access call recordings from this desk, sorry. You'd need to lodge that request separately. I can only apply the charge as the system has it.
customerI see. All right. Thank you for your time.
Contact 3 · 08 Sep, 10:15 · call
Customer remains completely calm. Informs them a TIO complaint has already been lodged, and that they are porting out. No raised voice at any point.
promise open: Escalate to a supervisor and have both calls reviewed
transcript & audio
Voiced with ElevenLabs from our own script — two voices, so
diarisation has something real to separate.
customerMorning. I'm not ringing to argue about it — I just wanted to let you know I lodged a complaint with the Ombudsman on Friday.
agentOh — right. Let me see whether there's something we can do before it gets to that.
customerI'm not in a rush. I asked the same question twice and got two different answers, and the second time I was told to go and prove it myself. So this seemed like the only avenue left.
agentI understand. I'll escalate this to a supervisor and ask them to review both calls.
customerThat's fine, thank you. I should mention I've also started the port across to another provider, so the account will be closing regardless.
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 04 Sep 14:32 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.
high
Raise a fault ticket and name an owner
Nothing on this case has ever been assigned to a person or a queue.
normal
Route to a supervisor rather than the general queue