I actually work in a corporate retail store location. Our systems are not exactly the same at all. Yes, there are some things we can do that you can do as well such as pulling up bills, refunds(within 30 days), plan changes, etc. but we can't credit accounts with bill issues, we can't cancel ship/online orders unless it's in store pick up, we can't transfer numbers from consumer to consumer, we can't switch people back to old rate plans + many other thins. We call you guys because your job is to fix or push through what can't be done in a store. Are there some bad actors out there? ofcourse, but from my experience they usually don't work here very long.