Me: “Thank you for calling [technology firm]. How can I help?”

Caller: “I’ve been charged £60 by you, and I’m not sure why.”

Me: “Okay, what does the bank charge say?”

Caller: “It’s [technology firm] service.”

Me: “Okay, that’s the name of a annual subscription we offer.”

Caller: “Oh. I think my husband has that, but I’m not sure.”

Me: “Well, can you check with him? We don’t want to cancel if he uses it.”

Caller: “Well, I’d like to ask him. But he died on Tuesday, so I can’t get in contact with him.”

Me: “I think we can probably cancel that for you.”

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