I was helping a disabled friend schedule, over the phone, her appointment at a hospital that occasionally botches times and dates. I asked the secretary to confirm by email:
Me: Can you please email her the appointment time and date?
Secretary: You don't need it in writing. She's been here before.
Me: An email would be more reassuring. Can you please email her?
He: I'm the senior secretary here. You can trust me.
Me: She'd really prefer an email, if you don't mind.
He: You don't trust me?
Me: Sorry...I don't. At least twice, she showed up for appointments. But then staff argued they never booked them for her.
[Silence for 10 seconds.]
He: We don't email patients. Just call again to confirm. [Click.] [He hung up.]
This answer doesn't solve the difficulty, as writing protects her much more than verbal promises.
My friend said that he looked irked to see her, when he was checking her in. So how can "You don't trust me?" be answered without offending the asker?