'Karen... doesn't care if we get fired': Call center worker refuses to get supervisor for upset customer

That last hour of work can be brutal. We all know the feeling: there are just 60 minutes separating you from the freedom of the outside world, and the clock seems to be ticking five times slower than normal. This person works at a call center, so for them, an hour is plenty of time to take one last call. Unfortunately for this person, their last caller just couldn't understand why her problem couldn't be resolved. 

This story revolves around a customer who was unhappy with being charged a fee for a transfer. She picked the instant transfer option, which charged her a fee, but she had to agree to it. This must happen constantly at this person's workplace, because no matter how much the customer insisted on speaking to a manager, she wasn't allowed to. The manager just wouldn't take the call, telling the worker to tell the customer that it was a policy that couldn't be bent for her. My question is, are the employees allowed to just hand the phone to another employee, and let that employee pretend to be a manager? That way, the customer can believe they've chatted with a manager, since the outcome is the same either way. Maybe it's unethical, but the customer might feel more heard that way than by just being rejected by a manager instead. 

Up next, these pizza delivery workers shared what happened when they were stiffed on their tips, like one person who was stunned to deliver dozens of pizzas to a school and yet was left zero dollars as a tip.