answer: #Person1# is annoyed because #Person1# found he owes money for a movie but he never ordered. #Person2# feels sorry for that but still needs to charge #Person1#.
documents: #Person1#: I just discovered that I owe $ 10 for a movie that I never ordered.
  #Person2#: Let me check, sir. You were charged for watching'Titanic'Monday night.
  #Person1#: That is absolutely incorrect! I was out on the town Monday night.
  #Person2#: Okay, sir, bear with me a moment.
  #Person1#: Thank you for taking my word over the computer's word.
  #Person2#: One slight problem, sir. I need to charge you $ 2 to remove this error from your file.
  #Person1#: You can
  #Person2#: I feel your pain, sir.
  #Person1#: Absolutely unbelievable! You people should be ashamed of yourselves.
  #Person2#: I agree with you, sir, but all I do is work here.