. . . "ocedure to escalate the call to someone who actually can alter the policy!Further, if a company does not have some sort of policy to escalate to someone who has the authority to go off script in the event of a massive screw up then it deserves to spend some time as a non-profit.As much chaos as it might be if regular employees could all make it up as they go, when they have no authority to go off p" . .