Adult ESL ELL Advanced Quiz
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INTERPERSONAL COMMUNICATION (SPEAKING & LISTENING)
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During a phone call with a bank representative, a customer disputes an overdraft fee of $35. The representative explains: 'The fee was charged because your account balance was negative for more than 24 hours, which triggers an automatic fee under our extended overdraft policy.' The customer responds that they were never informed of this specific policy when they opened the account seven years ago.
The representative then says, 'The policy was added in 2019 and all customers were notified by email.' The customer does not recall receiving that email. Which response most effectively advances the dispute without undermining the customer's credibility?
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