It seems that my previous statement wasn't clear...
Retention departement will:
-Give credits to make you stay will EV (months free-service dicounts). Those discounts are applied right away to the clients account
-They could also request a credits for a one time billing mistake (a PPV being charged that you claim you didn't order)
BUT
-They won't fix a situation where billing mistake are made for more than a month, or an item charged (like rental cost) over many months when client shoudn't be charged. In those cases the retention will transfer the client to a CSR and the CSR will deal with the situation
