On April 24, 2017, Karen McGagh entered a Verizon store in Towson, Maryland, to repair her broken cell phone. Verizon store employee Glenn Trebay assisted McGagh by taking her to his desk to look over her account, where he discovered she had an outstanding balance preventing him from replacing her phone.
For two hours Trebay worked with McGagh to resolve the issue by reaching out to different departments and trying to get things handled. Eventually, McGagh purchased a new phone and left the store.
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