Unauthorised add-ons

Meridian Mobile internal policy · section 4.2 · fictional, written by the team

Where a customer states they did not authorise a recurring add-on, the agent must:

1. Remove the add-on immediately, on the call. This is not subject to investigation and does not require a supervisor. 2. Refund every charge for that add-on, with no limit on how many billing periods back, where the customer says they did not authorise it and no record of consent exists. 3. Record the removal and the refund on the case before ending the call.

Consent is evidenced by a recorded authorisation or a written confirmation. Absence of evidence is resolved in the customer's favour — the burden is on Meridian Mobile to show consent was given, not on the customer to show it was not.

The rest of the policy

2.1 Callback commitment 2.2 Case ownership 7.2 Retention and churn intent 6.1 Contradictory answers 5.2 Escalation on request 3.1 Fault tickets 7.1 Ombudsman referral 8.1 Plan changes 4.1 Refund window 5.1 Repeat contact 3.2 Total loss of service

Twelve documents, retrieved with BM25 in plain Python — no vector store. Over a corpus this size, written in the same register as the questions, lexical matching finds the right rule with no index to build and no service to call mid-conversation. Past a few hundred documents that argument flips; it is one function behind one interface.