answer: #Person1# questions the charge of a movie he never ordered. #Person2# deletes the $10 and adds a $2 service charge. #Person1# is dissatisfied with that.
documents: #Person1#: Why am I being charged $ 10 for a movie that I never ordered?
  #Person2#: Sir, according to your file, you spent Monday evening watching'Titanic. '
  #Person1#: Well, the file is wrong. I was at a great concert that night.
  #Person2#: Well, this wouldn't be the first time that a file was wrong. Just a moment, please.
  #Person1#: Thank you for taking care of it so quickly.
  #Person2#: Sir, when I deleted the $ 10, the program automatically added a $ 2 service charge.
  #Person1#: You can't do that! You can't charge me for a mistake that you made!
  #Person2#: Sometimes you can't win for losing, sir.
  #Person1#: Well, now I've seen it all! What a rip-off this place is!
  #Person2#: I don't blame you, sir. Two dollars is a lot of money.