[mtrimpe]

Were you 'transferred' to the head (or even VP)? Transferring to a colleague pretending to be a supervisor is a common hack support reps use.

If that was the case the chances are this 'cultural norm' might've been limited to two neighbouring support reps going off book.

[anotherview]

This wasn't a transfer game. There were bidirectional emails and phone calls. (e.g. vp of revenue calling me in response to an email sent directly to his email.)

The whole situation made me wonder how much revenue would Shopify lose if they stopped charging expired credit cards. It must be material if they're willing to engage in a billing practice that essentially no upstanding SaaS company engages in. Or at least it must've been material at the time.