How may I help you?
I'm having a problem.
What is it?
I apparently owe some fees, but I never got the bank statement.
I do apologize for that.
My fees went up, but I didn't even know I had fees to pay.
I see your problem.
What are you going to do about it?
I will cancel the fees you owe.
I don't have to pay any fees?
You'll only have to pay the initial fee.
That's fine. I appreciate your help.