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Thank you for bringing this to our attention. We totally understand your sentiments because a previous promise made to you was not fulfilled.
Let's work together to resolve this issue. I'm going to look into your account details to understand the nature of the promise that was made.
If it's possible to fulfill the original promise, we will do so. If not, we will find an alternative solution that will hopefully satisfy you. I appreciate your patience and understanding as we work through this.
Shall we proceed?