Deceptive practices - Customer Advocate II Erie Insurance Group Employee Review

I worked there as a customer advocate II. Part of the role included being the first point of contact for escalations in order to resolve most issues without needing a supervisor. After a couple years, policies changed stating supervisors would no longer take the call when a customer requested a supervisor. Instead, I was required to act as a supervisor and play with words to intentionally mislead them to believe that’s who they were dealing with. I shared my concerns with multiple supervisors but was told the policy changes weren’t their decision, there was nothing they could do, and there was no other choice but to continue taking these calls in order to stay in my position as a customer advocate II. Was this due to supervisors being understaffed, incompetent, or they flat out didn’t care to help the customers any longer? Who knows. It was my cue to leave,