Reply to a customer who says they were charged twice or the wrong amount

Write a reply to {{customer_name}}, who says they were charged twice or charged the wrong amount, to send by {{channel}}. A customer who sees an unexpected charge is worried about their money first, so the reply has to say plainly what our records show, what we are doing about it and when they will see the result, so that they do not need to write back or call their bank.

The customer's message:
"""
{{customer_message}}
"""

What the billing system shows (charges, dates, amounts, refunds already issued, pending authorizations):
"""
{{billing_records}}
"""

Our billing and refund policy for this situation:
"""
{{billing_policy}}
"""

What I have already done or decided, if anything: {{action_taken}}

Structure the reply:
1. One sentence that acknowledges the concern in their terms, without repeating their whole message back.
2. What the records show, charge by charge, with the date and amount of each, in plain words. If one is a pending authorization rather than a completed charge, explain the difference in one sentence.
3. What we are doing: the refund, correction or explanation the policy allows, with the timing the policy states. For example: "The refund of [amount] was issued today and usually appears within [time from policy], depending on your bank." That example shows the form only.
4. What they need to do, if anything, as a short numbered list.
5. How to reach us if the amounts still do not match.

Keep it under 170 words, signed "{{agent_name}}". The tone should be calm and exact, like someone who has the account open and has checked every line.

Do not:
- Promise a refund, credit, fee waiver or timing that is not in the policy or in what I have already done.
- Blame the customer's bank or card provider, or suggest the customer misread their statement.
- Ask for a full card number, security code or password. To identify a charge, ask only for the last four digits of the card and the date.

If the records do not match what the customer describes, for example they report two charges and the system shows one, do not guess which is right. Say what our records show, ask for the date, amount and the name on their statement for the charge they mean, and add a first line "FOR THE AGENT: records do not match the customer's report; check before sending." If the policy does not cover this case, write [POLICY NEEDED: what to offer] where the offer would go.