”You are not understanding me!”

I was reminded of this short exchange the other day. This took place when I worked customer service for a car rental company.

A customer called to complain about something. I remember he was fighting with me every step of the way (didn’t want to give his information, kept interrupting me, kept arguing about everything).

He said he had rented a van and was complaining about the days he was charged. I verified that he had returned the van later than the agreement said, so he was charged extra.

C: You’re stealing from me!

Me: Sir, you brought the vehicle back late.

C: What? I took a van.

Me: Yes, you did. And I’m saying you brought it back late.

C: No, I didn’t!

Me: Sir, you took the vehicle at this hour and brought it back at this hour.

C: You’re not understanding me!!!!

Me: What do you mean?

C: I DIDN’T TAKE A VEHICLE!!!

Me: What??

C: I DIDN’T TAKE A VEHICLE!! I TOOK A VAN!!

Me: oh my god this can’t be happening.

I kept using the word van during the conversation because clearly he didn’t get it. Still complained and hung up on me.