Need Proof That They Have A Brain

(I work as a chat support agent. In order for me to see anything on an account, I need certain information from the customer, which they usually provide when starting the chat. On occasion I get someone who doesn’t provide it, and won’t provide it when asked, but this has to be the worst reason ever.)

Me: “Thank you for contacting chat support! How can I help you?”

Customer: “You guys double-billed me! I need you to fix this!”

Me: “All right, if you can give me your account information, I can pull it up to see what is going on.”

Customer: “I don’t have it.” *sends a screenshot* “Here’s proof. Fix it.”

(The screenshot is a single order confirmation, cropped so it doesn’t even list what the order was for, doesn’t show an order number, and is basically no help at all.)

Me: “I’ll need the information for the account so I can pull it up. I’m not able to see anything about this or make any changes on the account without it.”

Customer: “I’ve sent proof; now fix it!”

(This goes back and forth for a while. I’ve sent them instructions for finding the information multiple times, and explained that I can’t see anything and that the screenshot doesn’t help. Finally they let me know why they can’t get it.)

Customer: “I can’t do that; I’m driving to an appointment right now. I’ve provided proof, and I need you to fix this!”

Me: “…”

(She stopped responding shortly after. I like to think she realized how stupid it was to be typing and driving at the same time. Or maybe Darwin did his job.)