I maintain a very calm demeanor, on this and many other occasions my manager asked me to handle an escalation. A customer had been calling on several occasions looking for resolution. He was getting emails and promotional mail for his deceased wife. He also expressed that he and his daughter had called on several occasions and they were promised it was taken care of and it wasn't. He was inconsolable at first. I let him scream it out when he took a breather. I was empathetic with him sharing my similar experience with my Mother. We spoke for a little while longer as i assured him that I was going to help his family. You see there was no way to delete a client from the customer data we had control of in our systems. Other Agents were changing the Wife's name to the daughters name and it wasn't sticking . They would get correspondence for both of them. I was able to get to the right department deep within our company through diligent research and polite phone calls. I was finally able to get his Wife's name removed from our system all together. I returned the call after double checking the system. I called the customer that day and 1 month, then yes 2 months later to allow time for promotional cycles to ensue and assure resolution. A happy customer retained for our company. Every single customer counts.