quality dept. on their damn high horse thought it would be a hoot to give me a 0 on a call because of call fail (they said the cust. hung up) which didn't happen.
Next, I check the notes on the account after my TL told me the rediculous news and gave me a "paper" from the quality dept.

Notes say "cust called in the suspend both lines for vac/seasonal, debited each line 9.99"

This was 6 weeks ago and still haven't heard anything about it after talking to 3 TL's about it including my own. All 3 said they would look into it.
The reason i got the 0 was because quality said the cust. hung up on me because I had her on mute and didn't go back to her because I probably turned the phone down and couldn't hear her. Basically I told them they were full of BS and that that didn't happen.
So now, I put every cust on hold so that doesn't happen again. and got a rather rude email from my TL last night saying I told you to stop using hold, if you cont' you'll be put on a DAP (oh no not a DAP)
Anyways 3 weeks ago i fully explained to the woman that I wasn't happy how the quality dept delt with this problem and that i want my score corrected and until it is and i get a sorry letter from them, i will con't to put people on hold so the cust knows they are on hold and the quality dept can't make up stories again.
My friend thinks that i'm being a dick and that im not proving anything by waiting for my apology and putting people on hold.

what do u guys think? Am i the last angry man here and one person can't change anything?