Customer 60 (ungrateful)

Customer comes in to upgrade their phone, no problem just need to scan your ID to verify you are authorized on the account to do so. So i can the id and oh i'm sorry to inform you that you are not the account owner and i have 2 authorized users on the account and neither are you. So have the account owner add you as an authorized user online real quick it takes like 2 min or have them come in with you so we can upgrade. Sorry for your inconvenience but this is how we protect accounts. So the individual calls someone over the phone and informs them of this information, i'm simply waiting for the account owner to add him on the account and he keeps telling her on the phone would you like to talk with the rep, talk with the rep, why cant you tell the rep that..... Well first off i dislike when people insist on me talking with other people on the phone, their is nothing they can say over the phone to grant us access to this account, we need an ID scan to proceed. I informed him earlier they do not train us on how to add people onto account because its fraudulent for us to inform someone how to add themselves onto someone else's account, that makes perfect since to, why would i tell a random person how to add themselves onto an account they do not own, would you like someone coming in here and adding themselves onto your account if you had one? I bet you wouldn't as then can really screw up your credit making purchases in your name that you would be liable for. Anyway, i get on the phone with some woman and she starts to complain and flip out asking, why we cant just get him a new phone on this account under "good faith".... good faith.... yeah i'm not risking my job on "good faith" especially not for someone i don't know who is yelling at me on the phone. So i politely inform her if she is the account owner she must either be present so we can scan her ID to get access to her account for account protection reasons, or have her add him, its online and from what people inform me it takes 2 min to do. She begins to tell me how if i cant just upgrade him without authenticating this account shes going to leave us and go to someone else.... ok well that doesn't solve your problem but i told her that's her choice to make and sorry she doesn't agree with our account protection methods. As i do not care considering i am following my guidelines on what they want me to do and this doesn't effect my paycheck sooooo yeah. The she asks me to tell her her online username and password so she can add him, which i don't have access to as that's private information, so i inform her of this as she proceeds to complain on how i do have it i just refuse to give it to her even though i honestly don't, and it wouldn't even make since for me to have a PRIVATE username and PRIVATE password that when you created your account specifically says do not give this to anyone at all as it is PRIVATE. Then she decides to give me this story on how shes in the middle of rushing a 3 year old kid to a helicopter to take him for an emergency surgery, i tell her i'm sorry to hear that however i am simply doing my job protecting this account. She says well screw this thanks for nothing and hangs up on me. Well i am confident she was lying as within 4 min the guy comes back over and his name is on the account ready to upgrade, so she was just trying to fill me with a sad story so she didn't have to use her computer. So needless to say i do not feel bad at all about this as she lied to me, she yelled at me and all i did was protect her account.