If the hero knows what would happen if he refused the call and refused it anyway would that make them a villain since others might suffer from their lack of action?

Answer 1

No, the lack of action would only make the hero just another indifferent person who didn't care. Since it was never a promised official duty the hero was never obligated to help anyone and cannot be a villain. The inactive, idle hero can only hope that the lack of action did not hurt a loved one. But, the hero's attitude may later improve causing future heroic actions to recur; making the hero feel admired and appreciated once again.