Customer Service Conversations - When Someone Else's Problem Is Now Your Fault

Customer: I NEED YOU TO HELP ME RIGHT NOW! I’m almost crying I’m so frustrated.

Me:

[Insert story of me explaining how I definitely can't help because they never did business with us, it's not now, never has been and never will be, our fault - and her having none of it]

Me: I understand, but [insert my employer] can't get involved here. If [insert the company who's actual fault it is] won’t give you a refund it’s your legal right to prosecute *them*-

Cux: I know my legal rights TYVM. I don’t need a lesson from you! I need you to fix it!

Me, knowing I can't, won't and don't have to: