--0000000000006bbf9e0605e2fffe Content-Type: text/plain; charset="UTF-8" Content-Transfer-Encoding: quoted-printable Hi Tim, It looks like converge tried to push the payments through for Joyce Macdonald and Henry Padulo, but the payments didn't go through. Thanks, *Sumira Suthesan* Accounts Receivable Specialist T: 438-230-3887 ext.1070006 www.TheKey.com [image: TheKey] On Thu, Sep 21, 2023 at 11:46=E2=80=AFAM Timothy Thomas wro= te: > Thank you all. Please let me know how the call goes with Kelly. > > Are we confident that this has never happened before with another client? > > On Thu, Sep 21, 2023 at 2:42=E2=80=AFPM Vashon Palloo > wrote: > >> Hi all, >> >> I couldn't reach Kelly (Penny's daughter) or her son via phone so I left >> voicemails and just sent an email to them both. >> >> I will keep you posted when clients respond. >> >> On Thu, Sep 21, 2023 at 2:31=E2=80=AFPM wrote: >> >>> Hi Tim, >>> >>> >>> >>> I have spoke with Vashon and Sumira regarding this issue. What we have >>> figured out is that Converge automatically recharges any items declined= the >>> next day. Sumira was not aware of this, so she sent the charges through >>> again when she processed for Montreal. The client now has a credit of >>> $5500.26 on the account. I have asked Vashon to contact the client dire= ctly >>> regarding this apologize and ask if they would like a refund or to use = this >>> amount toward the next invoice. Now that this is something we are aware= of >>> in the future this should not happen. >>> >>> >>> >>> Please let me know if you would like to discuss further or if any other >>> issues come up. >>> >>> >>> >>> Thanks, >>> >>> >>> >>> >>> >>> *Lisa Barker* >>> >>> Manager, Accounts Receivable >>> >>> lisa.barker@thekey.com >>> >>> [image: TheKey] >>> >>> >>> >>> >>> >>> >>> >>> >>> >>> >>> >>> *From:* Sumira Suthesan >>> *Sent:* Thursday, September 21, 2023 12:58 PM >>> *To:* eclark@thekey.com >>> *Cc:* Gerard Draetta ; lisa.barker@thekey.co= m; >>> Kristy Poyner ; Lito Delapena >> lito.delapena@thekey.com>; Timothy Thomas >>> *Subject:* Re: FW: Year to date statement required ASAP >>> >>> >>> >>> Hi Tim, >>> >>> >>> >>> I applied the overpayments in QB. >>> >>> Currently Penny Casey has a credit on file for $5500.26 >>> >>> >>> >>> Should I contact the client or will Helpdesk contact them in regards to >>> the double charge? >>> >>> >>> >>> In regards to the declined payments, I don't know if converge tries >>> again to process the payment even after it was declined once. >>> >>> A couple of these clients show declined payments on different dates, >>> even if we only put the payment through once. >>> >>> >>> >>> >>> >>> Thanks, >>> >>> >>> >>> >>> *Sumira Suthesan* >>> Accounts Receivable Specialist >>> >>> T: 438-230-3887 ext.1070006 >>> www.TheKey.com >>> [image: TheKey] >>> >>> >>> >>> >>> >>> On Thu, Sep 21, 2023 at 9:30=E2=80=AFAM wrote: >>> >>> Hi Gerard and Lisa >>> >>> >>> >>> Can you step in and help Sumira take this one to the finish l