Website Error??

A woman calls up and immediately wants to know if I will waive the booking fee since she says there is something wrong with the website. So, I go through the process of asking what kind of problems she is having with the site. She tells me the website keeps asking her for the security code. I tell her how to locate it and ask her to try again.

Then she tells me she can't see the code. Well now I'm stumped. We have to have the code to book as well, we can't book anything without it. Then I ask her if there is someone around who can get that information for her because we have to have it in order to book the reservation.

She tells me she can't do that. She put her card away for safe keeping and now she can't remember where she put it.