Triple-A Ungrateful

I work as a supervisor for roadside assistance. I get an escalation sent to me because a lady wants us to use her membership to give her husband service, which is not covered. I see that she has been a member with us since 1989, so I grant a one-time exception to allow her husband to receive service.

Me: “May I have his first and last name, as well as a number to keep in contact with him in case the driver needs to talk to him? All your husband needs to do is be present when the driver arrives and have his photo ID ready.”

At first, the caller is very happy and grateful for me helping her.

Me: “If your husband needs service through us again, he will have to become a member to use the road service.”

Caller: *Suddenly offended* “How dare you?! How dare you assume that my husband needed the service?! It’s my card and my car; what makes you think he needed the service?!”

Me: “Ma’am, it’s part of the policy that you agreed to when you became a member that you must be present at the time of service. All I was saying was that if you need service, you must be present. If your husband does, he would have to be a member.”

Caller: *Yelling* “How dare you repeat yourself?! I was the one needing service, not my husband. You people do nothing to help me, ever! Why do I even deal with this?!”

Me: “I did just grant you an exception for a service that isn’t covered.”

She goes quiet for about five seconds.

Caller: “Oh, f*** you.” *Click*

A few hours later, I receive another escalation from the same lady asking why her call was canceled. It turns out that the driver arrived and her husband was nowhere to be found. They tried to call him, and he answered and told the driver:

Caller’s Husband: “Oh, I didn’t know I needed to be there.”

When I tell her what happened, she just mumbles:

Caller: “I married a f****** idiot.”

Then she hung up on me again!