Why don't people listen?

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Earlier this week at my full time job we had a large envelope returned for postage due. There was a rejected sticker next to the adressee's name. I put it on my supervisor's desk. She spoke about it out loud wondering why it was returned for 22 cents and why the correct postage had not been put on it. This was an oversized envelope. I said to my supervisor, "It is an oversized envelope and the post office will charge extra for it." A co-worker began to ask all kinds of questions about the contents and stating the entity did pay for it and should we call and maybe they refused it because they don't want it (yack, yack, yack). Well, long story short they called the company. Of course the company employee had no idea because the mailroom would have received it first. My supervisor said, "put 22 cents on it and return it, I don't know why it costs more than what was originally put on it". It was my break time and as I left I said, "It is because it's an oversized envelope and it will need full postage to go back out." I forgot about it until later when I had to go to the mail room. Sure enough, there was the envelope with the reject sticker still prominent and 22 cents postage only. I would think otherwise intelligent people would know you cannot put used postage back through the mail. As this customer has been waiting a while I lined through the reject and put the rest of the postage on it plus lined through the postage due that was written on it. Why don't people listen? (By the way, the customer did call today to let us know the envelope arrived.)