One of the big problems with on-line societies is that "truth" is often neglected in favour of glamour.
We'll never know if the woman, at the end of the story, was telling the truth. The tech -was- in a moral dilema, true, but interestingly NOT the one of "is the woman even related to this person?" - there are some really disturbed people out there, and phony calls to technical lines is a known way of getting information.
Also interestingly, no mention of handing the matter to the proper authorities (eg: the police) was mentioned. To not do so, if a crime had occured, could make the tech support person guilty of being an accessory. To do so, if everything was fine, would be nothing out of the ordinary.
IMHO, those who go into technical support SHOULD be advised that theirs is one of the most hazardous of all jobs in the computing industry. Their decisions can have big consequences. Poorly-worded policies and "NIMBY" superiors can make this even worse.
This is one reason I would NEVER advise anyone to go into tech support. The pay's not good enough to be worth the dangers.
P.S. Anyone who still believes that people are all sweetness, light and honesty on the Internet should get aquainted with MUD-1's saga of "Sue" the Witch. It's most enlightening.