answer: #Person2# owes fees but #Person2# has never received any bank statement. #Person1# will help #Person2# to cancel the fees.
documents: #Person1#: May I help you?
  #Person2#: I have a problem.
  #Person1#: What's your problem?
  #Person2#: I owe fees, but a bank statement never came in the mail about it.
  #Person1#: I apologize for the inconvenience.
  #Person2#: I have no idea about the fee, so my fees went up.
  #Person1#: I understand your problem.
  #Person2#: Will you be able to solve my problem?
  #Person1#: I'm going to cancel the fees you owe.
  #Person2#: So, I don't have to pay any of it?
  #Person1#: The initial fee still must be paid.
  #Person2#: That's fabulous. Thank you very much.