Customer 38 (loud and rude)

Customer calls in and asks us to hold a phone for her. Normally we wouldn't because it's no guarantee someone else won't sell it, but she gave us a sad story and it was the last one and one of our new people told her we would hold it so we had to. So she set an appointment and all I asked was are you the account holder or authorized on the account because we can't do it without you being one. She said yes. So I said ok come in when your ready. So she came in around 4:30 and next thing you know I hear yelling and crying and I didn't see her because she called so I didn't know what was going on. Turned out she's not the account owner or authorized. So my coworker tells her to have her father add her on the account online. Instead she calls customer service. Who can't do anything..... They want to talk to us so my manager agrees to talk to them. Tells them the exact same thing yet they just don't get it. Then customer service says they notated the account saying she can get a new phone.... No... That's not how this works..... Let me just put a sticky note on the counter at the bank saying its ok for me to take all their money and see how well that goes. I don't understand why they want us to commit fraud.