Verizon interview questions

First, I received a phone call from a Verizon recruiter. We went through a few behavioral questions and she asked how I felt about Verizon's credo. Their credo is very focused on their employees and providing the best customer service in the industry. I was then set up with a 2nd interview. This interview was again focused on behavioral/situational questions. Following this, I was set up with a face-to-face interview with the store manager. The face-to-face interview was really laid back. Again, behavioral questions were asked. I left feeling confident, but maybe 4 days later received the rejection e-mail.

Tell me about a time you had to go against company policy to help a customer?