I wasted his time

a guy called in today asking why he keeps receiving letters about his account and that the letters state he should stay in contact with us if he doesn't want to lose access to it

within the first 5 minutes I have diagnosed what is going on and told him I can settle it for him and he won't receive the letter any more. This is the type of call we get all the time. People don't touch their account for some years so we send them a letter to remind them they have money on it. If they call in, it'll be put back on active again.

55 minutes pass by

99% of the conversation was just him speaking.

how much he hates the company. How much he worked. How he feels about everything. He talked about his life. He talked about him being rich. He talked about where he lives. About why other companies may be better. Why I should change my job. He asked me if I am a family woman(?) Then returned talking about himself and how much he worked. And whatever. As you can see, the conversation was not about the letters any more or his issue, but about him and every thought he ever had in his life. He started getting lost in the details of the letter. Telling me the number on it is wrong. I explained him, the number is actually correct, he got to the right person. Nope. Not enough for him.

55 minutes pass. I have tried everything. Interrupting him. Feeling empathic. Not saying anything. Saying something. Telling him for the 10th time I can solve the issue. I even said "I can hear you have a lot on your mind, I would love to file some feedback for you and of course get everything else settled to put your account back on active".

Nope. He said; I am wasting his time. He has spend 55 minutes on the phone and wants to file a complaint.

Everytime I thought the conversation was about to end, somehow, even without me saying much, he found another way to add more and more words to it. Being pedantic to even the slightest detail on the letter, on the thing HE said. I even stood up, left to get water and came back to him still speaking.

If you are like this, why