They may have been doing their job
If their job description said 'act like an arsehole if anyone phones you up. Refuse to believe anything they say, and in fact outright call them a liar on the phone. And don't worry about going round to their house, there's no need to do that. Just sit on your arse in a nice warm office while the computer system automatically sends them cuntish letters'
(Son of Sam-i-am We're all as mad as hatters here, Thu 12 Feb 2009, 14:16, Reply)