--0000000000008841460605e04c90 Content-Type: multipart/alternative; boundary="0000000000008841450605e04c8f" --0000000000008841450605e04c8f Content-Type: text/plain; charset="UTF-8" Content-Transfer-Encoding: quoted-printable Hi Tim, I looked into converge. So I'm confused because it shows that the payment declined due to non-sufficient funds. [image: image.png] [image: image.png] But then the payment settled [image: image.png] [image: image.png] The 7k settlement on September 8 includes the $5557.24 payment for Penny Casey and 3 other clients. Do you want me to apply the $14,182.72 overpayment to their account (one payment for $5557.24 was already applied to the September 5 invoice)? Currently they owe $8682.40 for the Sept 11 and 18 invoices. *Sumira Suthesan* Accounts Receivable Specialist T: 438-230-3887 ext.1070006 www.TheKey.com [image: TheKey] On Thu, Sep 21, 2023 at 7:19=E2=80=AFAM Timothy Thomas wrot= e: > Hi Sumira, > > I'm not sure if Elizabeth has reached out to you yet, but is it possible > for you to investigate Kelly's concerns of double payment below? If you'r= e > unable please let me know who can assist? > > Thanks! > Tim > > ---------- Forwarded message --------- > From: Kelly Leigh Casey > Date: Wed, Sep 20, 2023 at 2:43=E2=80=AFPM > Subject: Year to date statement required ASAP > To: Timothy Thomas > Cc: , Alejandro Aponte billing@thekey.com>, Patrick Casey , john.janiga@thekey.com> > > > HI Timothy, > > Thank you for expediting this. > > Our Visa statement show double charges for a few of these listed invoices= . > The below are two recent examples of double charging: > > > > > These are likely for invoice #50019 and# #50123. > > I would suggest: > > - your team comes together to review your statement attached and the > actual VISA charges. > - reconcile the statement > - develop an internal process to support this not happening again- > including invoices to customer that shows paid in full. > > > In the meantime, we will do our own audit. We can then come together with > a resolution to this issue and the statement will be updated based on all > findings. > > Finally, I would suggest that John Janiga (Collections) not be involved > prematurely in the future before the company reviews their records to > ensure there is not an internal issue.This would cause undue stress in ma= ny > families. > > We are truly disappointed with the lack of management.. The customer > should not have to manage these situations Although we appreciate the > direct staff and our original relationship with home care assistance, the > current administration lacks process, efficiencies and compassion. I have > great concerns regarding how many other families, likely elderly, have ha= d > the same mistakes occur with the new administration and due to age and > capacity, have not caught the error. I would suggest an internal forensic > audit. > > I trust you will get this resolved quickly. With thanks, > > > Kelly Casey > > > Hi Kelly, > > I've attache