HI
Hello there, How may I help you today?
I NEED TO REMOVE THE EXTRA CHARGE FROM MY CREDIT CARD BILL
I'm sorry for that, It might have happened due to some technical error we are looking into. I'll help you in this regards.  May I know your first and last name please?
GENILIYA PONNU
Perfect! would you please share the last four digits of your SSN?
7506
Great! could you please share the 16 digits of your credit card number?
4520312456987452
Okay, would you please help me with the date, time and amount of the charge?
10/06/2018 TIME - 05.20 PM  EXTRA CHARGE OF $120
okay! Thanks for being patient and sharing that valuable information, Please allow me a moment while I process with your request.
OK TAKE A TIME NO PROBLEM SAM
Hey! I'm really sorry that this happened, It's because of some technical glitch, I've requested for a refund of $120 to your account, Thanks for bringing this to our notice, I've also raised a complaint about this to our IT team.  Would there be anything else I may help you with?