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: hello thank you for holding my name is frankie ... the supervisor here with customer service and i get your name please
Customer: yes ... first name irene i r a n ... last name whites but like the color
Agent: ok thank you ... and you are calling about the refund ... i see there was a ... escalation to the canteen
Customer: that is correct ... and
Agent: oh
Customer: i'm getting nowhere and i need i need ... and ... i'm getting nowhere no one is putting me in contact with anyone that's providing information ... and i'm just concerned ... because the money isn't showing on the account anymore ... and i own a business ... so ... i'm familiar with accounting ... and ... i'm trying to figure out what the heck is going on
Agent: ok ... 'cause i do see ... recently moved in on here but i don't see the actual ... refund check
Customer: check
Customer: exactly and i've been provided ... with a tracking number ... where young lady needs to me sure i guess with ... executive or back office ... um ... provided a ... over a label ... so that who ... the department who who have you ... that would be ... processing you know handling ... the check ... could ... expedite ... the return ... that was earlier this week ... and i'm seeing nothing ... and i don't have a direct number to reach sure ... or a a contact number or an extension ... and ... someone ... from your department earlier this week sent a ... a a message ... to her to ask her
Customer: for someone to ... contact me about ... situation ... and the lack of movement ... and we've been because we've been dealing with this since the latter part of september ... provided the wrong information which ... left to a delay and how it was handled ... and been told that ... it wouldn't be handled the way we were told ... which is how we ended up here ... and ... i'm like is someone ... my money ... [laughter] ... you know by returning you know ... the check to someone else ... no one can tell me what the heck is going on
Agent: ok ... i see ... um ... 'cause i'm looking at the account here like i said i do see that there is a movie on here and ... i mean it was escalated to our care team so that's ... that's a lot higher up than anybody here ... and yet this is for them to have a fedex tracking number and everything i mean ... looks like they're working on i'm trying to see maybe i can get in contact with that care agent ... maybe i can have them reach out to you or something 'cause
Customer: if that's possible it can you transfer me to that ... [laughter] ... i'm ... i ... i'm like do i need to take you know ... steps that legally ... you know ... i'm trying to avoid that but we're talking about you know we're not talking about a hundred dollars
Agent: yeah ... no no i get your i can see that here ... um ... because i mean i don't have a direct uh ... like extension or direct number for that department ... basically once someone gets assigned to your account that personal ... give you like a direct number or something ... um ... i don't see anything on here yet
Customer: no there's not ... so what do i do
Agent: um ... let me see i'm gonna place you on a really brief hold i just sent a
Customer: sure no problem
Agent: hit to this agent see if i can maybe get a response i'm gonna just step away for ... like ... two to three minutes i'll be right back
Customer: no problem no problem thank you appreciate it
Agent: thank you
Agent: ok ... are you still with me
Customer: yes sir
Agent: ok thank you for your patience here um ... let's see um ... so we'll give it a ... couple of minutes ... if i'm able to get a response here
Customer: sure
Customer: no problem thank you
Agent: ok let's see actually you said that's like they're saying ... the ... signal is ... fine ... um so looks like they did send the information to our accounts payable team just ... they got an update yesterday ... and then i mean from what you're saying it looks like it is just still being processed at uh ... let's see they have a ... estimate of when it's gonna be sent out ... um ... so ... seen i mean that it could be ... could be end of day today ... or could be within the next couple ... business days ... i'm not really getting any information as to what's causing the hold up i guess ... just i honestly i'm thinking it ... was even ... maybe the amount i mean i don't know usually refund don't take this long but ... they they are working on it and they do have the carotene ... agent still assigned here ... um ... she making the request for them to ... update the accounts or see if they can ... if you reach out to them and get a ... more like maybe like a better idea when it's gonna be sent out ... ok um ... so when they did just confirm the ... tracking number and ... said that they can send a email ... confirmation once everything's ... they do have you set up here already ... uh ... for email notification and they haven't i guess ... just hasn't been processed ... they haven't sent anything but i ... i mean at this point like i said it looks like they are working on it and it's i mean we're just waiting on ... accounts payable team to just sign off on the check and ... you know fact ... fedex it ... to you so ... for now ... just have to maybe give it another day or two they said that um ... is it i do see ... on here and ... let me just kinda have to wait on a really really sorry about the long ... processing time for this ... but i'll go ahead and notated the account everything we went over here ... um ... for now besides that was there any other questions or concerns i can assist you with ... hello ... hello ... there ... if you can hear me i'm not able to hear you can you please check your mute button ... you can if you're ... calling i'm able to hear you if you can hear me please try your call again ... or visit us at our website ... w w w dot ... hmf u s a dot com ... caller i'm unable to hear you if you can hear me please try your call again or visit us at our website ... w w w dot ... h m f u s c dot com ... i will be disconnecting the call at this time due to no response ... thank you and have a nice day