When someone makes statements about their accounts that are complete lies but, because you can’t say that in the notes or to the customer, you have to call it a memo discrepancy.
“This bitch says called the other day and that she’d gotten some rep to wave her fees but she never called in once. Can I say she’s a lying whore in the memos?”
“No, just say it’s a memo discrepancy and then specify what didn’t match up. Otherwise you’ll get your ass in trouble.”