Sadly, I'm all too familiar with that level of idiocy: I dealt with it at my old job at BillMatrix on a minute-to-minute basis. Most of those were the same sort of calls: after spending a half-hour explaining that while we took payments for utility companies, we didn't have customer billing information nor could we access it, most of these morons would scream some variation of "Well, cain't yew call 'em to get mah info? Ah dun feel lak waitin' on hole all day." (But they saw nothing wrong with wasting all day whining about how I should have access to it.) Somehow, they don't have time to talk to the proper people, but they have all the time in the world to argue with the poor grunt who keeps exclaiming "I'm sorry, but we don't have that information..."