ComplaintGuard

Why this complaint escalated — and the earliest point it could have been stopped
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Escalation risk · refund · insufficient authority

87 from 55 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 "Come back within three working days on the $410 credit" by 07 Sep 14:10.
Contact 1 · 02 Sep 2026, 14:10
The commitment was made on the call but no follow-through was recorded against the case before the customer made contact again.
agent “I'll come back to you within three working days.”

Why — 5 signals

+22
broken promise
Agent promised "Come back within three working days on the $410 credit" and it did not happen.
agent “I'll come back to you within three working days.”
+20
no owner
The matter is still unresolved and no action across 2 contacts assigned it to anyone.
customer “the excess data charges from before that are still on here”
+18
missed deadline
Promise "Come back within three working days on the $410 credit" was due 07 Sep 14:10 and is 70h overdue.
agent “I'll come back to you within three working days.”
+15
unresolved need
Customer need "Reverse $410 of excess data charges after a late plan change" is still unresolved.
customer “the excess data charges from before that are still on here”
+12
repeat contact
2 contacts and "Reverse $410 of excess data charges after a late plan change" is still outstanding.
customer “the excess data charges from before that are still on here”

What happened

Contact 1 · 02 Sep, 14:10 · call
Customer disputes $410 of excess data charges after a plan change went through late. Agent agrees it looks wrong but the amount exceeds what they can approve.
unresolved: Reverse $410 of excess data charges after a late plan change promise broken: Come back within three working days on the $410 credit · 70h overdue no owner assigned: Acknowledged the charge was wrong but could not approve it — over the $200 ceiling
transcript
customerI changed to the bigger plan on the second, but the excess data charges from before that are still on here. Four hundred and ten dollars.
agentLooking at it, I'd agree with you — the plan change should have taken effect before that billing period closed.
customerSo you can take it off?
agentAnything over two hundred I can't action myself. Let me see what I can do and come back to you.
customerHow long does that usually take?
agentI'll come back to you within three working days.
Contact 2 · 09 Sep, 09:20 · call
A week later, still nothing. Same agent, same ceiling, another promise to try.
promise open: Get the credit looked at this week no owner assigned: Case still held by the same agent who cannot approve it
transcript
customerIt's been a week. Nobody's come back about the four hundred and ten.
agentI'm sorry, I've been chasing it. It's still sitting with me because of the approval limit.
customerIs there someone who can just approve it?
agentI'll try to get it looked at this week.
customerThat's what I was told last time.

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 02 Sep 14:10 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.

Run

extractorlabelled-stub
claims checked5
citations rejected0
marked uncertain0 — shown above, excluded from the score
llm calls0
elapsed0 ms