I typically go straight to the BOEs myself.
Well, that was just a plain stupid decision by Turner.
Aren't CSR's at least warned about what has happened before they start their shifts so they don't have to make up stuff as they go?
"The Turner Networks got ebola'd and are in quarantine!"
The CSR was wrong and trying to get across their new mantra of switching isn't the answer, all providers have these disputes, which has been pointed out as being disingenuous on their part.