I am listening to my husband demand a refund from a hapless customer service agent in the other room and it's a masterclass in aggressive organisation. "No, I have the documentation in front of me and I can confirm that what you are stating is not the case." "I have previously

spoken to your colleagues on x date and x date and x date. I am slightly despairing at the inability to resolve this issue. It is a small amount of money, but it is not OK to steal it from me."

He has just mentioned the words "small claims court". He is on hold now for the manager's manager.