Little background info here, I work the Napster subscription music service and I am a tech support plus customer service agent for them. This call that I am on is about a guy who's subscription was cancel because his bank had to freeze his credit card some reason but he had the issue straghtened out with his bank and wants to resubscribe back onto the service. Fine, this isnt the first time this has happened and it's pretty easy to work around. I ask the customer a few questions about his payment information to see if they match what we have on the system, they do, so his records are up to date and ready for use. I notice a potential problem with this customer though, before his bank froze his account and thus Napster automatically canceling him because he couldn't make his payment (system does that automatically). Well, the problem I see is that the time he use to be subscriber with napster to now, the napster serivce has made some changes. He was paying $12.95 a month but now napster charges $5 a month (with options of 3 months for $15 or a year for $60). The price change wasnt the only change though and so I'm telling the customer about what was different from what he use to have to what he would have now if he resubscribe. I don't want to guy to sign up for something that he's not happy with. This is when things go downhill. My supervisor walks up to me looking pissed off (to be fair, she does always look like that though). I have the cust on hold to find out what is wrong and my supervisor says that I was not paying attention to the customer and then proceeds to explain to me that I have no resolved his issue of why he is calling. She explains to me that this guy has tried to sign up for the service and wasnt able to (customers can do this online without calling us) and that he has submitted his card number multiple times to us and each time he has done that napster would do a $1 pending charge to the card (the $1 goes back to the guy automatically, its for card validation). Yes, this customer has submitted his card number to us more than once and there was a time he did try to subscribe but napster refused it and the reason for it is "insufficent funds", which was a month old, but that was the only time he has ever tried to resubsribe to us. My supervisor tells me to sign him up for the $15 dollar membership and see if any problems come up. I still have not been able to ask the customer if it was okay for me to sign him up for the service for him. So I sign him up because my supervisor is breathing fire down on me and volla! No problems and now he is a subscriber. My supervisor then tells me that I'm taking too much on the call (2 minutes are taken up because the supervisor stopped me). The customer is fine and happy with all this but my supervisor isnt satisfied with my performance on the call. What the fuck?