Having been required to defend undefensible companies policies in some customer service jobs I previously held, I feel really sorry for the customer service agent here. Probably somebody hoping to use this job as a leg up to something better, but now he is stuck in angry customer hell with nothing to do but quote policies that make them angrier. And his performance is probably being judged based on some customer satisfaction survey where even one unsatisfied customer is enough to lose a month's worth of bonuses.