I worked at a US cellular company costumer service call-center once, we had 'unlimited' credits to give out to people, but we were incetivized to give none when

I worked at a US cellular company costumer service call-center once, we had 'unlimited' credits to give out to people, but we were incetivized to give none whenever is possible, that's why it seems like negotiating, because giving credit affects an employees metrics. It also depends greatly on the mood of the one answering your call and your issue, if they're about to quit, big chances you get a nice credit for your complaint, it's kinda seen as a "just shut up" trump card.