Our company's system will automatically lock an account if the customer makes 5 unsuccessful sign in attempts. This is to protect the accounts in case someone is trying to brute force their way in. We cannot override the lock out and the customers will have to wait until the next morning to sign in again.
However, there is a message that pops up when the account is locked, telling them to call in to have the account unlocked. You can see how this would be a problem. I just got a bad review because I had to tell the customer that we can't override and unlock the account and apologized for any confusion or frustration that was caused by the incorrect message. When I brought this up with my supervisor, I was told that it was due to my verbiage and not that the site set up an expectation we can't honor.
So basically:
Company: *sets expectation we can't keep*
Employee: *informs customer that we can't honor it and apologizes while acknowledging their frustration*
Customer: *gives employee a bad review due to an unkept promise that the employee never made*
Company: Well, I mean, it's really YOUR fault. You could've told them that we make promises we can't keep in a better way.
Fuck, I'm getting sick of this.