HI Mel!
What you described about your friend and the website problem sounds like Mike's grandfather. He has trouble with his computer because it only has Window's ME on it.....it's an old computer. So it has trouble with some of the high tech stuff on the bank websites. So he gets on the phone and talks to the IT people at the bank......I feel SO sorry for them! LOL First off.....he has trouble hearing. So he keeps asking them to repeat what they are saying. Then he doesn't understand what they are telling him to do......lol He'll keep those poor people on the phone for an hr going over and over and over the steps to get his computer problem fixed. Then the next time he logs in to their site......there's the problem again! LOL Some times he calls them once a week! He won't hear of getting a newer computer because "there's nothing wrong with the one he has now!" LOL I'm sure those IT people cring when they realize it's him on the phone with another problem! LOL