"A lot of times people have trouble translating percentages into real numbers. She had also been wronged by being charged 5% more than she should have. However

"A lot of times people have trouble translating percentages into real numbers. She had also been wronged by being charged 5% more than she should have. However if she had thought this decision out in the terms that we just have, I doubt she still gets that refund." Hindsight is always 20 20. Still once you here someone say they have to get a manager involved you know it's going to take at least a few minutes.