Maybe she ordered Twister, 10,000 times?

These stories always have the same process.
1. Some schmuck gets screwed by the big bad company.
2. Schmuck calls company to complain.
3. Company says tough *feces*.
4. Schmuck calls the news.
5. News calls the big bad company
6. Big bad company makes it better and says "if they just explained the situation...."

Unfortunately I know the process. The company always does this with the mentality of "as long as the customer doesn't complain we'll get the money". Squeaky wheel gets the oil. If you let them charge you and you pay.....

As a customer if you are persistent a company will work with you.

But really, she told them it was damaged in the tornado, they said to turn it into the insurance co. Then they turn around and say  "If she just explained...".