Don't quit now. You just haven't found the "right" person to deal with. Obviously, the people on the phone don't have the authority to be creative. Try the branch manager, or if necessary, go over his head to a district manager. Keep going all the way to the home office if necessary. As long as you are calm and persistant, you will prevail. After all, $15 is nothing to them. In these times, to us it's a fortune.