Here is the conversations between a customer service agent and a customer. Can you provide a summary of the conversations regarding what they were talking about and also a simple word describing what's the call topic, and a root-cause analysis? Your output is always in this format: **Topic** on the top, **Summary** in the middle, and **Root-cause analysis** on the bottom. Agent: thank you for calling the lease end servicing team this is francine ... may i please have your first and last name
Customer: yeah hi francine my name is alexander garza
Agent: thank you and can i get you to confirm your phone number please
Customer: sure nine seven three eight seven three one nine zero three
Agent: okeydoke and then i just have a couple of quick questions ... are you still located at sixty five ... avenue
Customer: all right
Customer: yes i'm still looking ... my salad
Agent: i show a twenty twenty three kids sporting age ... the maturity day it was gonna be september seventh of twenty twenty six ... bucks like you have a dealer grounding date of october sixteenth ... twenty twenty four so that tells me you're ... either trading it in returning it or buying it out is that correct
Customer: actually i think correct ... so um
Agent: oh
Customer: i went ... to ship just to uh get some information ... and ... i was ... contract ... of converting my ... to ... a finance but i canceled ... are you the next day ... at eight o'clock in the morning i sent that email ... i'll send text messages that ... i ... emails at nine i included the g m his box ... so i ... within twenty four hour ... um it was just too fast i kept telling them ... let me just confirm model like and they just ... the ninth and ... luckily for me i didn't get to sign ... the contract with ah ... another bank
Agent: um
Customer: so ... i have been calling for the past due being ... um ... and i sent in a request ... underground ... and to return the money to the dealership which they're willing to accept ... i did speak to the legal department ... the requested b n ... but when i spoke to the ... dealership was like ok ... they can return the ... better fraud ... you know
Agent: um
Customer: like i'm not trying to ... make ... your life billing how are you doing like that i want to keep you as a customer ok great ... yeah i mean it's not ... it's not like that's a good week two weeks ... you know i overnight today you know and i realize it ... in my best interest and i say i don't want ... on the bus i'm not here so that let's just stick to the box and ... let's get this moving ... so which department was transferred to i'm sorry ... seventeen
Agent: you have been transferred over to the lease and department
Customer: ok so i'm not having to ... the leasing department i guess ... a different department
Agent: um ... it looks like for the most part let's see change ... let me see ... one ... collation ... grounding request ... let me try and figure out who
Customer: yeah my name is
Agent: love ... huh ... huh ... was it britney
Customer: it was it was lower ... it was ... um ... lady i think yeah ... it was it was two women i spoke to
Agent: ok ... see ... hundred eighteen ... six ... four two nine two one one ... well member ... yeah um ... ok ... i'm trying to go down the fine 'cause they they identify us by numbers ... and not really like names in the thing so i'm just going through the notes and seeing who's who ... lady ok lady ... refunded transferred to customer service ... that doesn't help ... so here's ... here's what i'm gonna let you know on my end that i can see so far on this account ... right now ... the bio ... is pending ... there's a pending title management in here ... that just got open on the seventeenth ... we still haven't received the funds ... so we can't reverse it just yet until those funds hit the account which they haven't done ... typically those funds do take a few days ... to process ... and show up on your account ... and then at that point they would have to do the reversal ... and the and grounding ... um ... well i can do ... is i can ... send an email on my end ... to our vehicle grounding department ... just kinda let them know what's going on so that they can keep an eye on your account ... and when those funds hit ... and they should be able to assist with the underground ... portion of the vehicle once we refund the buyout amount that was sent over to us
Customer: ok...ok
Customer: um ... ok ... so what i'm going to do thank you i'm just gonna ... basically like ... i just wanted to confirm here and everything but wait i did ... thank you sent back the fun ... and your billing ... department saying that the one from ... january have not been received correct
Agent: um
Agent: not yet it's it's in process ... so what happens is there is a company called open line right it's basically a system ... so what happens is ... the i'm sorry did you say it was like jack then use ... the dealership
Customer: ok
Customer: um ... yeah ... right
Agent: so jack daniels ... the funds ... open lane hold on to those funds and tells us hey ... you have some money coming to you ... we get that notification and we go ok ... well ... here's the title ... once ... lane received ... both the title ... and the funds from the dealership ... then they go ... all righty ... hear cleah ... uh ... kia finance ... the phone this is your money ... and then they go here jacked annuals ... here is your title ... so basically they hold onto it until everything is received on their end and then they do the switch they release the title to the dealership and they release the funds to us ... there is a a processing ... it ... does take a couple of days ... for that to happen it just got initiated yesterday ... um i'm going to say it probably won't be done till monday tuesday ... time period
Customer: um...huh
Customer: huh
Agent: that's when we will probably receive the funds actually ... n b account ... and then at that point ... when they've hit ... we can start the reversal
Customer: ok ... ok
Agent: yeah
Customer: um all right so just ... email now to the which department
Agent: so the vehicle on grounding so basically they're the ones that are gonna take that date stamp that i told you that ten sixteen ... off of ... because that ten sixteen tells me oh ... the customer doesn't have this car ... but you do have the car right
Customer: the car yep thank you
Agent: yeah
Agent: so we wanna get that off of the account ... so the account can un freeze ... and go back to active and current
Customer: ok ... right so ... i when i spoke to last is just like you just have to let them know the dealership know that we're doing the reversal ... but let them know and they're like ok that's ... fine just let me get something in writing that the money is coming back
Agent: um ... yeah ... so what i'm gonna do is i'm just gonna make sure ... that all of those little bits and pieces were kind of put in ... so it sure that when it does come in it does happen because ... i ... i ... there ... was a person ... who handled all this before ... um but they actually ended up ... taking a different ... so right now ... that contact that we all had is kind of empty ... so that's why i just wanna make sure because i can't confirm with anybody at this moment so what i'm gonna do is i'm just gonna head up the vehicle grounding team who's responsible for putting in those ... and just let them know like hey ... they canceled everything ... we're gonna have to refund this the vehicle is gonna need to be underground ... and that at least they have a heads up ... or you know a second heads up doesn't hurt to let them know a second time ... um and just make sure that that's done
Customer: of course
Customer: i think ... just a question like obviously i cancel right away right i canceled before ... hours ... like i literally ... between three and four o'clock and you know by ten am or ... or out ... ninth tenth ... i ... i ... email the sales rep and then i was advised to ... email the ... did you see anything but i'm like that that ... that's saying that there would have been ... like let's say ... i would have canceled like like a week later like i would have been obviously you know probably like until one is like the time limit that i would have to call it in
Agent: huh
Agent: um ... eight eight
Customer: that's
Agent: in that
Customer: ok my
Agent: it depends like ... on your financial institution ... i'm not really sure if there is like a time limit i've had people that told me they canceled like ... three or four ... a week later ... so i think it's really just dependent on um ... on
Customer: so when you say people you
Agent: it
Agent: was finance ... customers ... like if it was finance already like in your in your instance ... there were some stuff that was missing ... and so it wasn't finance ... what it sounds like just yet ... now
Customer: thanks
Agent: when it's finance
Customer: i didn't
Agent: i think that's a whole different like ... scenario ah
Customer: yep ... i just ... cancel them out easier because i didn't sign ... documents
Agent: huh
Customer: ok ... well that's why it's just it's just gonna be between like hyundai⁠ ... and the dealership
Agent: yeah
Customer: wow ... ok ... ok ... and open lane you said ok all right i would really appreciate if you send that email oxalates about grounding department got bless you and ... have a ... fabulous weekend ok
Agent: ok
Agent: ok course all righty ... thank you so much ... um for at least in with your finance ... i hope you have a great weekend as well
Customer: ok thank you so much bye bye
Agent: bye bye