It's important to keep in mind that very often the person we talk to on the phone, or interact with at the counter, isn't responsible for the policies of the entity they work for. But they are often on the front line taking all of the abuse. Because of this, some of them do develop an attitude (although some seem to be able to take it in stride.) Thanks for reminding us of this, OldDude, and I'm sure you made a positive difference in that woman's day. (I've seen people rage at the attendant in the gas station about the increase in gas prices. The attendant there probably makes minimum wage and has just as much trouble affording the gas required for him to get to work as the rest of us do!)