The Support Agent Said 'I Can't Help.' So I Found Someone Who Could.

You know the drill.

You call, you explain, you wait, and the response is always the same: "I'm sorry, but I can't override that."

It is frustrating. Not because the agent is rude; they are usually polite. It is because they are powerless. They do not get to fix the problem. They read from the script and send you to the next rung of the ladder, and then the next.

That was exactly my situation.

The charge would not stop

I had canceled a service in writing. They acknowledged the cancellation. But the charges kept hitting my account each month.

Every time I contacted support, the rep confirmed the cancellation. Then they apologized. Then they told me there was nothing they could do.

No refund. No fix. Just, "We will make a note on the file."

Eventually, I got tired of hearing "we will escalate this" when clearly no one was escalating anything.

So I decided to send my own escalation.

I looked up the executive team

It took less than 10 minutes.

I searched for the company's leadership, found the CMO's name, then used a couple tools to figure out their email format. I kept the email short. I explained the charge, attached a screenshot of the cancellation, and politely asked them to fix what frontline support could not.

That was it. No drama. No essay. Just facts and a request.

The next morning, I had an answer

A different tone this time. An actual person responded, confirmed the refund was issued, and let me know the error was corrected going forward. No back and forth. No "we will look into it." Just solved.

Not because I yelled.

Because I sent the email to someone who actually had the power to make a decision.

Most reps are not allowed to fix real issues

It is not their fault. Companies limit what they can do to protect revenue and "maintain consistency." That is fine until it becomes a wall.

Escalating is not about being aggressive. It is about getting your message in front of someone who is authorized to say yes.

This is exactly what DearCEO.wtf helps you do

We guide you to the right person. We help you craft a short, clear message that executives will actually read. And if you do not want to dig through email formats and org charts, we will do that part for you too.

If you are stuck in an endless loop of "I'm sorry, I can't help," stop playing the game.

Send your message somewhere it counts.

Try DearCEO.wtf →