I think that my most recent challenge in my job was a customer whose payment was missing. She did not have proof of payment, but she insisted that she had paid it. So a lot of previous representatives, she'd spoken to three different people before me, so she was frustrated, and I could understand that. You don't want to get tossed around when you have a problem. So I went through the different procedures with her, looking to see if we could find the payment, asked some probing questions to dig down a little deeper, and it turned out she had used a wrong account. When I say wrong account, an account she did not mean to use to make the payment. So it was actually there, she just didn't know she had made it because she had made it from a different bank. So I was able to track that down and then send her a copy where she had already paid it, it had just been paid from a different account. So she was very pleased.