May I help you ?   I have a problem .   What ’ s your problem ?   I owe fees , but a bank statement never came in the mail about it .   I apologize for the inconvenience .   I have no idea about the fee , so my fees went up .   I understand your problem .   Will you be able to solve my problem ?   I ’ m going to cancel the fees you owe .   So , I don ’ t have to pay any of it ?   The initial fee still must be paid . 