Hello how may I help you? I need to talk to someone about my late fees Sure, I can help you with that Can you verify that I owe $800?? I just got a letter in the mail, and that can't be right. Sure, let me look that up for you thank you It seems you owe $800 in late fees I think there has been a mistake. I've never returned a book late in my life. Can we get this taken off my account? I'm sorry you have to pay the fee But it's a mistake! I won't pay it!! I have added 25 cents to your fee You're awful. That's no help at all