T-mobile’s hotspot this morning in the Charlotte airport didn’t let us on the internet, but were still charged $9.99. Visions of David Berlind’s similar battle dancing in our eyes, we called up T-Mobile, demanded a refund, and got it. Word.

We think this call was successful because we

• Were right
• Called up the same day the incident happened
• Clearly stated what we wanted
• Were friendly but firm

Note how we made sure to get Kimberly’s name and ID number at the end of the call. If there’s a problem with the refund, we can either go back to her or refer another customer service rep to our conversation. — BEN POPKEN

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