Has Hang Ups Over Not Pressing Buttons

(I work at an IT department for a phone company handling calls from customers. This is the tail-end of a conversation my coworker has been having for over 30 minutes to help a self-proclaimed ‘Princeton-educated lawyer’ change the settings on her smartphone.)

Coworker: “All right, ma’am, please listen to me. Do not touch any buttons on your phone before I tell you to. Do not touch any buttons before I tell you too. Please don’t press any buttons before I tell you. Now what you will need to do is [gives first set of instructions].”

(The line immediately goes dead as the woman hung up. Three minutes later my coworker gets a flagged call saying someone is asking for him by name.)

Customer: “Why the h*** did you hang up on me?!”

Coworker: “Did you press any buttons?”

Customer: “Well, yeah. You told me to press [button that also hangs up].”

Coworker: “Pressing that button hangs up the phone, ma’am.”

Customer: “Well, why didn’t you say something?”