Can you analyze the problem of customer in the following transcript?
Yes. Hello, 1st of All. Umm. Good morning. Thank you so much for calling personify. My name is NAME_1 and we who do I have the pleasure to speak with NAME_2, this is NAME_3 sleeping by the way. And first of all then um Thank you so much for verifying your social and your date of birth in our IVR system. So thank you so much for that and just for security. Well in that case it's not necessary in that case, thank you for that. And so yes and how can I assist you today? NAME_4, That was a lot. Uh So I have a question, so I called about my uh the my loan and about the payment frequency of my loan about a maybe a month ago now. And um typically my payments were every two weeks. But I told her I wanted to switch that to monthly. And so meaning um at the I cant remember the date that we agreed upon, but it was towards the end of the month, anywhere after the 20 the 27th. And so that was under the agreement that we were going to do that. However, I made a payment on the 27th, but then you guys also Uhh debited 135.28, which would have been, I guess my payment for the month of August. So I just want to see on your end why I was, I guess I paid the 67-64, but I just wanna make sure moving forward that I'm on a monthly and not a biweekly pay schedule. Because if that's the case, I paid you guys three times instead of two Alright, let's go ahead and take a look on your account real quick NAME_4. one moment. Yeah there was something that I was verified about the payments. Yeah, I can see that your regular payment is around $67.64. Yes. And I said that I wanted, instead of doing, yeah, I said instead of doing it biweekly, I wanted to do it monthly, but 1 35. I was still charged I guess monthly and I initiated to pay you see that I initiated a payment on the 27th. But then on the 31st, it was my account was debited. So I don't I don't know, I'm just trying to make sure why would they, the system do that instead of just not taking the an additional 67 64 instead of in the whole additional 1 35 28. I can see that the payments, you know the system satisfied the bill that we were supposed to pay it on august the 13th on august the 27th, because the payment didn't go through and then the payment on august 20 the payment, You made another payment on the 31st Of August a few days ago, and that payment satisfied the bill on the 27th. But I see that you make a double payment 1 35 28 instead of 67 64. Yeah, I didn't make that payment. That's how much you guys debit