An annual renewal fee from Evernote unexpectedly showed up on my credit card; I’d cancelled my premium account over a year ago, and the company’s official policy asserted that they would not reverse any premium subscriptions. In contrast to the asserted policy, the CSR I worked with immediately reversed the fee and apologized for the error. While I’m not a huge fan of Evernote’s current business practices I definitely appreciate that its CSRs are empowered to work counter to stated policies!

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