The best memory of my last job(a call center) involved a big bill. The center dealt with the customers of a large mobile phone company. Although in Texas, we took calls from the northeast part of the country. We helped people with their bills, took payments, call plans, and device problems, etc. We had a discretionary fund of $150 of adjust bills without getting approval from a manager which made things a little easier. One night, a woman called from New York City about her mom's extremely large bill,,a little over $1,100, saying there must be a mistake. I checked the bill and found everything in order with the charges, but noticed a very large number of calls. I, also, noticed that most of the calls around a particular date were incoming calls. I asked the woman is something out of the ordinary had happened around that date and she said her 3 year daughter(granddaughter) had died. It looked to me like the calls were sympathy calls and calls offering help. I had to help help her but my small $150 would be just a drop in the bucket. We had floor walkers who helped us with problems we couldn't handle whether it was not knowing where to find the solution to the problem or where to transfer the call for more help. I put the woman on hold and called one over and told her about the bill and that I thought we should help her. Floor walkers had a $600 fund and she readily put it in(mine was taken out) and she said to tell me to tell the woman on the phone to please hold on a little more while we worked on the bill. The floor walker disappeared for about 5 minutes and came back with a surprise. She told me to tell the woman that the bill "had gone away",,they owed nothing. I told her the majority of the calls had been out of control of her mother and we thought she shouldn't have to pay for them. The floor walker when she disappeared had gone to the manager and he had taken away the bill. Big companies can have big hearts too.