<human>: I use an online book renting service for my school books. I was 6 days late returning them and they charged my card the full price of all the books (a fucking lot). They sent me an email saying I can get 75% of that charge back if I can return the books in 7 days. This is unacceptable to me since 25% of a lot is still a lot.

So after I send the package out, I call their customer support. I admit to him that I was wrong and am not disputing the charge, but that the 25% they are trying to keep is basically my book fund for next semester. He doesn't care. So I ask him if it's worth it to keep the (relatively) small amount of money now, and lose all the money I was gonna spend on future semesters. He doesn't care about that either. He tells me there's absolutely no way to undo the charge and he could transfer me to every manager in the place and they would all tell me the same thing. I hang up.

I assume it's a lost cause and give up. Since I'm an adult, I decide I'm going to call them 20 times a day every day annoying them for pissing me off. Before I start this, a friend at work overheard and offered to call them on my behalf. Since I had nothing to lose, I allow it.

In under 4 minutes, he got me back my 25% as store credit. I am baffled. All he did was act really pissed off and vaguely described some emergency situation as why he couldn't return the books on time.

Provide a brief overview of the text.
<bot>: I am charged very high late fees and am unable to get my money back no matter how hard i try to convince the customer service rep. My friend calls for me, and with little effort gets it back.