Loud Without Facts

Yesterday I overheard a conversation between my receptionist and a patient. It became a bit nasty when the patient accused my office of charging her credit card $15 without her approval. We never charged her card as we do not have the number. Her balance is $175 so why would we even charge $15? Normally she calls in her credit card payment and we destroy the information immediately. Both people got loud and I have to admit that my receptionist got a bit nasty, but this patient has not paid her bill since last month, ignores our mail and makes us call her 10 times for payment. The office does not have time for this. A while later, the patient called me yelling about the charge. I explained that this was not possible and that she needed to show me where the charge appeared on her statement. She looked online and said that she could not find it. A minute later she settled down and apologized.