Employee gets marked down despite following written process after their boss doesn't reply for 30 minutes: 'I'm gonna end up getting myself fired'

Organizations really, more than anything else, love scapegoating lowest-level workers for mistakes made by management and general organizational incompetence. The only thing that comes close is their love for simultaneously insisting that you should have just "handled" something on your own, even though the process you were following stated explicitly otherwise.

Really, the truth of the matter is that they just hate having to handle any customer issue that has escalated to them, so there's no way you're going to win. 

Life can come at you in ways that just don't seem fair… This worker found themself blamed for mistakes made during a call with a customer despite reaching out to their own manager for advice on the situation they were handling. When their manager proved to be unreachable, they turned to their system for reference on the process they should follow, following the process to a tee but still getting in trouble for not doing what their superiors wanted… Frustrated, they shared their experience with this online workplace community.