Why do people ask for help but not do what you need then to when you try to help

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This never ceases to amaze me. We have a lot of clients who use QuickBooks for their business accounting and they often run into problems and call me for help. I'm the local guru when it comes to QuickBooks - I have only had one problem that I could not solve (yet). So, yesterday this client calls up and she's totally confounded on what to do with her one credit card account - she can't get it to reconcile. So, I have her send me a copy of her file, I look at what she's got and we start to go through this step-by-step. I tell her exactly what to click on so we're in the same place. Then I ask her what is the ending balance on her statement. She gives that to me, I tell her exactly where to put it in the computer. I ask her for the statement ending date, she says the payment was due on such-and-such a date. I tell her that's fine, but I need the statement ending date. She tells me that she entered all the transactions on one date because that's the date she made a partial payment to bring the balance down so they could use the card and that's what's messing her up. So I ask her AGAIN for the statement ending date, I tell her it's usually listed at the top of the transactions, it'll say Beginning balance, purchases, payments and ending balance. So she tells me she's not looking at the statement because when she makes her payments she goes online and gets a printout showing the balance at that time - do I want the date she did that. NO, I WANT THE DATE OFF THE STATEMENT. So I tell her to throw that away and get the statement, then tell me the date. So she gets that for me and we start to check off the transactions that have cleared. I tell her to compare what's on the statement in front of her (which I don't have) with what's on the computer. I'm already done (without the statement) and hers doesn't balance. I tell her to check off the top 10 or so transactions and she tells me that when she made her payment, these other transactions were on the printout from the internet. ARGH!!!! I told her to throw that away!!!! I finally just said "TRUST ME, check off the top 10 or so transactions and it WILL balance." And she does, so we start the next month. AND WENT THROUGH THE EXACT SAME PROBLEMS!!! Actually she had additional problems because she was trying to save time and lumped the charges into only a few transactions instead of entering each one separately. She's now learned that she must enter all transactions, not lump them together, and hopefully she's learned to balance the account from the statement not the bank printout. Am I the only one this happens to? When you're showing someone how to do something do they do their own thing and then get upset because it's not working? How do you handle these people?