chat_history: ["I'm so angry they end up charging me 255 in charges that did not belong to me.", 'Yeah, that is pretty annoying to have happen.', 'I called them and did not hold back.']
sys_response: Good man! That is your money and they just wanna snatch from you.
situation: My bank messed up my account and kept charging me over draft charges that were not mine. I had plenty of money in my account.