What people say and what people think are often completely different.
Rockrose states that she was there when the phone call was taken and therefore she knows what it was all about and what the complainant was thinking. Presumably he stated certain things in her presense, and that is why she believes what she does.
However she does not know what he actually was thinking! I often say things I don't mean because it suits the audience. I don't think that we should impugn Rockrose's honesty.
At the end of the day the complainant was shown to be incorrect and he was not discriminated against - but rather people had different beliefs and opinions to him. Simple - there should be no further arguments. The nastiness in this thread is getting out of hand.