Woman who pretends not to speak English

The other day there was an Asian woman who was having problems with her store credit card. She came over to guest service and asked us to help her with her issue. The problem is that in store we have no access to any credit card information for security issues. As soon as we told her that she had to call the 1-800 number on the back of her card and talk to one of the credit representatives, she all of a sudden couldn’t speak English. It was like night and day. At first this was incredibly annoying, and then incredibly entertaining. Seeing my co-workers trying to reason with this woman who, we knew could understand them, but was pretending to be completely ignorant, was hilarious. They went so far as to find a team member who spoke her language to translate. The woman said that she couldn’t call because she doesn’t speak English. Long story short, we couldn’t help her, and she left looking like an lying idiot.