Crikey that's frustrating. I can see why you persevered!
I think some people are just a tad inadequate and get brain freeze when confronted with anything they perceive as more complicated.
You might find this interesting (or perhaps just really annoying

) -
There is a strong culture amongst gens younger than millennial's that they call 'don't care'
Whatever the problem is, it's yours not theirs. They simply default to 'don't care'
I asked my sons if it was true and they said very much so. That the world is in a sh*t state, the older gen's don't care about them not being able to afford to live and just label them as lazy so they adopted 'don't care' in response.
It works for them on many levels, it just doesn't work for society as a whole.
We experienced a bit of 'don't care' a few weeks ago.
Mr SSOAP took my laptop back to the apple store because it was playing up. The young woman told him he must of bought it somewhere else because she couldn't find an email receipt. Mr SSOAP replied no I bought it from here. She insisted it must of been a different shop, he said I know where I bought it from don't be silly.
She didn't like this so just walked off!
Then on the same trip we were in starbucks and asked for almond milk. We both got dairy milk so Mr SSOAP took it back to the counter and said this is dairy milk I asked for almond milk. She stared back and said nothing. He politely repeated he'd asked for almond milk and the same thing happened, no response, she walked away and started doing something else. Apparently it's part of 'Don't care' !!