Morning Tim,
I am seeing payments being processed weekly via autopay for client Robert
Birch, I will connect with our Payments manager to check our deposit
accounts as the issue seems to be with when the payments are taken from the
account and settle into ours. I'll circle back with the group once we have
resolution.
Thank you,
Lito Delapena
Customer Contact and Collections Manager | TheKey
Mobile: 619-722-8561
<http://www.thekey.com>
On Mon, Mar 3, 2025 at 4:39 PM Timothy Thomas <tt@thekey.com> wrote:
> Lito, could you please look into this?
>
> On Mon, Mar 3, 2025 at 7:33 PM Cathy Gerth <cgerth@thekey.com> wrote:
>
>> Hello
>> Can we please find out what is happening again with this account. Also
>> this is the 3rd email sent since last week,
>> *Cathy Gerth*
>> *Client Success Manager *
>> *Direct: 778-403-6148*
>> *Office:* 778-279-3634
>> Email: cgerth@thekey.com
>>
>> [image: TheKey]
>>
>>
>>
>>
>>
>>
>>
>> On Fri, Feb 28, 2025 at 8:50 AM Cheryl Learmonth <clearmonth@shaw.ca>
>> wrote:
>>
>>> I have not seen a withdrawal from the Key this week. Please check on
>>> the status.
>>>
>>>
>>>
>>> Thank you,
>>>
>>> Cheryl Learmonth
>>>
>>>
>>>
>>> *From:* Marc Atkinson <billing@thekey.com>
>>> *Sent:* February 10, 2025 6:51 AM
>>> *To:* cgerth@thekey.com
>>> *Cc:* clearmonth@shaw.ca; karen.birch@shaw.ca
>>> *Subject:* Re: Missing withdrawals on Clients account - [#1055076]
>>>
>>>
>>>
>>> Hi Cathy,
>>>
>>>
>>>
>>> Thank you for your email. We apologize this is occurring.
>>>
>>>
>>>
>>> We will look into these payments immediately and get back to you as soon
>>> as possible with further information.
>>>
>>>
>>>
>>> Regards,
>>>
>>>
>>>
>>> Marc Atkinson
>>>
>>> Senior Client Account Specialist
>>>
>>> Billing Help Desk
>>>
>>> 866-226-1702
>>>
>>> billing@thekey.com
>>>
>>> On Fri, 7 Feb at 12:35 PM , Cathy Gerth <cgerth@thekey.com> wrote:
>>>
>>> Hello
>>>
>>> This is an existing client that has been with us for a 1 year, Thy have
>>> been consistently on EFT - now they haven't had a withdrawal since Jan 24
>>> and no explanation to them as why, or if there is any issue. This will be a
>>> substantial withdrawal to have all at once.
>>>
>>> Client would like an explanation please.Nothing has changed on their
>>> account,
>>>
>>> Client Robert Birch - Location HCA Vancouver
>>>
>>> Please include answer to all bove emails
>>>
>>> Thank you so much
>>>
>>>
>>>
>>> Cathy
>>>
>>>
>>>
>>> #950468 was withdrawn Jan 17
>>>
>>> #956259 Jan 24 not showing as withdrawn
>>>
>>> #962723 Jan 31 not showing as withdrawn
>>>
>>> #966822 to be withdrawn Feb 7
>>>
>>> This is a total of $22,226
>>>
>>>
>>>
>>>
>>>
>>>
>>>
>>> *Cathy Gerth*
>>>
>>> *Client Success Manager *
>>>
>>> *Direct: 778-403-6148*
>>>
>>> *Office:* 778-279-3634
>>>
>>> Email: cgerth@thekey.com
>>>
>>>
>>>
>>> [image: TheKey]
>>>
>>>
>>>
>>>
>>>
>>>
>>>
>>>
>>>
>>>
>>>
>>> 1055076:611100
>>>
>>