answer: #Person2# owes some fees but doesn't get a bank statement. #Person1# will cancel the extra fees.
documents: #Person1#: How may I help you?
  #Person2#: I'm having a problem.
  #Person1#: What is it?
  #Person2#: I apparently owe some fees, but I never got the bank statement.
  #Person1#: I do apologize for that.
  #Person2#: My fees went up, but I didn't even know I had fees to pay.
  #Person1#: I see your problem.
  #Person2#: What are you going to do about it?
  #Person1#: I will cancel the fees you owe.
  #Person2#: I don't have to pay any fees?
  #Person1#: You'll only have to pay the initial fee.
  #Person2#: That's fine. I appreciate your help.