If they run that commercial there ought to be a website directing me can new policies that they are putting in place and working with the federal state and local governments to make sure that that never happens again. The first customer service agent who they talk to should have had the training to understand that this was something that needed to be escalated immediately. There should have been no upselling, no long-winded explanations, no nothing except let me get you on the phone with my manager. This should be part of the software that they use to talk to the customer. It's kind of okay to try to upsell me as a private citizen but when I call and say I'm selling so from the fire department that should be a big red flag to escalate right now. And I want to see a website describing to shareholders and members of the community how they've implemented fixes so this will never happen again. Otherwise this is misleading advertising at least, at worst it's straight up lying false advertisement. This may be something that the FTC should look into.
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