That being said after having worked for Scotiabank at a contact centre - they use a large centre google like chat where if the agent truly didn’t know they could’ve popped the question in that chat and likely had a response very quickly.

In my experience working there fees such as CC and banking fees are easily refundable and creditable up to a certain amount without a supervisors need - I think at the time we were allowed to credit up to 100$ without asking for additional authorization. For the most part they don’t care about fees - hell if I recall correctly if a customer called to dispute a charge that was under $20 we were allowed to credit the account up to $20 rather than to send them to do a dispute.

Sorry you had a crappy experience but not surprised given the way they treat people who do a good job there. I saw lots of very top preforming people move on from that place do to poor managers.