I can't hang up on them. I can transfer them, though. Which I have done. My company has had my back. During the worse situations, they actually called the HR department of the client's company, who reprimanded her. Simply put, he destroyed her in writing. It was great to read. She was then forced to apologize to me, but she said as an excuse "I didn't know I was being recorded." So yes, to your last part. All the calls are recorded. The less severe situations, where the user apologized because they were ignorant, my manager or HR just gave me a pep talk.