Last summer, my son got a job answering phones at an AT&T call center. When AT&T took over DirecTV, they raised the rates on a bunch of packages and "informed" customers by putting it in tiny print on their bills. Customers called to complain, and he had to tow the company line and tell the customers that they had, in fact, been informed of the price increase. He quit after six weeks because he found himself empathizing with the customers.