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.
Close a deceased account holder's account and stop the direct debit
✕ Agent acted
no owner assigned
✕ Resolved
Close a deceased account holder's account and stop the direct debit
✕ Repeat contact
2 contacts
✕ Escalation
at risk
Each link is drawn from what the pipeline found, not asserted separately — where it shows as
broken, the evidence for that is below.
Escalation risk · billing dispute · policy gap
47from 15 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
Open and assign a case for "Close a deceased account holder's account and stop the direct debit".
Contact 1 ·
04 Sep 2026, 13:40
The need was stated clearly but nothing was raised against it, so it did not reappear in anyone's queue.
Caller is settling their late mother's affairs and asks to close the account and stop billing. No process exists on the agent's screen.
unresolved: Close a deceased account holder's account and stop the direct debit
no owner assigned: No process available; customer advised to call back and try another agenttranscript
customerMy mother passed away last month. I'm trying to close her account and stop the direct debit.
agentI'm sorry for your loss. Let me see what I can find here.
customerI've got the certificate and I'm the executor.
agentThe system's only letting me do this if you're the account holder or an authorised contact, and there isn't an option for what you're describing.
customerSo what should I do?
agentI'd try calling back — someone else may have more options than I do.
Contact 2 · 10 Sep, 10:30 · call
Second attempt, same answer, and the debit has gone through again.
no owner assigned: Second agent gave the same answer; still no route to resolutiontranscript
customerI rang last week about my mother's account. Another payment came out on the eighth.
agentI can see the note. I'm afraid I've got the same options as my colleague did.
customerI've been asked for the certificate twice and it hasn't gone anywhere either time.
agentI understand. I don't have a way to action it from here.
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 13:40 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.