Separate what is known from the question
Explain the amount’s label and the record supplying it, then describe the uncertainty that remains. If payment difficulty is also involved, identify that concern separately. Mention which supporting records you can locate without assuming that a preliminary total proves the account position. You can establish the purpose of the discussion before transmitting sensitive material or deciding that a particular option is suitable.
Record a defined follow-up
Ask what fact needs examination and which evidence would support it. Clarify proposed scope and fees before authorizing professional work, and confirm secure document handling if records are needed. Keep a dated note of the question and any next preparation step. That lets future conversations refer to the source and remaining uncertainty rather than an expectation that a component or balance has already changed.