what probably happened:
1. She had something bad happen.
2. She had to negotiate through the automated call-in system which may have cut her off a few times.
3. She then asked for assistance, and the person probably said, "I am sorry there is nothing I can do," effectively said, "you're screwed."
So she was screwed by a company that didn't help her.
I have empathy for her but don't excuse her behavior so I won't assume she's like this to everyone.