She had a pension that was automatically debited to her account every month. She sarcastically praises the bank for penalizing her $30 for the bounced check but also thanks them for seizing the opportunity to do so. “You are to be commended for seizing that brief window of opportunity and also for debiting my account $30 by way of penalty for the inconvenience caused to your bank”.
In the next para she is truly irritated by the banks innumerous options provided when trying to contact customer care, she says she will handle all her transactions like her mortgage and pension personally with an employee of the bank. She is well and truly fed up of having to deal with recorded voice messages that get you nowhere near a customer care service until you are not ready to start raving and ranting and are well and truly enraged.
Now she tries to show the bank how stupid their own documentation and endless formalities are. Although a bank does require such documentation, it sometimes wears you down to go through pages and pages of meaningless words when all it could take is a summarized version of what you need to agree to.