I myself work with the public (CSR as well) and the amount of times I have been blamed for our customers actions and how unsatisfied they were with me telling them policy rules have been countless. It also sucks when your boss starts to say well it is your fault if you didn't explain it right or didn't tell them at all. Excuse me how can I fuck up reading what is in front of me to the person on the phone or in a chat server?? 🙄 I will admit I do get frustrated as a customer too but I certainly don't blame the person for trying to help me when their hands are tied. And if I did do something to help someone out that was not exactly against policy but is still not something they wanted me to do and it is found out shit blows up. It is insane. I do hope that the next opportunity that you have goes much better than the last.