High-Utility Consumer Disputes — Ep 4: Dealing with Difficult Support Agents | English B1-B2
Shadow this lesson: play a line, pause, and repeat it out loud — matching speed and intonation.
Conversation Script
Agent
I understand your frustration, but our system shows the charge was authorized on your account.
Customer
Wait, authorized? I never approved a second charge for that subscription.
Agent
According to our records, you clicked 'confirm' during the checkout process last month.
Customer
That's impossible, I canceled the trial before the deadline even hit.
Agent
I hear you, but I can't issue a refund without supervisor approval.
Customer
Seriously? Can you just transfer me to your supervisor right now?
Agent
She's currently unavailable, but I can escalate the ticket for you.
Customer
I've heard that excuse three times already this week, honestly.
Agent
I'm sorry about that, let me try a completely different approach.
Customer
Thank you, I just want this resolved before my card gets charged again.
Agent
I'll flag your account so no further charges go through today.
Customer
That's a relief, but I still expect that refund within a few days.
Agent
I'll personally follow up and send you a confirmation email by tomorrow.
Customer
Alright, I'll hold you to that, and thanks for finally listening.