Re: Billing issues

Sorry for the autocorrect Michelle Hudgins is what I meant to type.

On Wed, Aug 23, 2023 at 11:54 PM Cheryl Cartwright <ccartwright@thekey.com>
wrote:

> The concern is that they are receiving calls from collections about the
> fact they owe money and they don’t know how that is possible when we have
> automatic billing. Several clients have received these calls lately.
> Michelle Huggins has been working with us (particularly in Vancouver) to
> understand why this is happening.
>
> If the account is up to date why is a call being made?
>
> Thanks for your help with this.
>
> Cheryl
>
> On Wed, Aug 23, 2023 at 11:52 PM <eclark@thekey.com> wrote:
>
>> Hi Cheryl-
>>
>>
>>
>> Garabet’s payments have all been taken, the account is current. Help Desk
>> can connect with the customer tomorrow to clarify but anything you can add
>> would be helpful as I am not sure where the concern is coming from.
>>
>>
>>
>>
>>
>> *From:* Cheryl Cartwright <ccartwright@thekey.com>
>> *Sent:* Wednesday, August 23, 2023 6:20 PM
>> *To:* Timothy Thomas <tt@thekey.com>; TheKey Billing <billing@thekey.com>;
>> Elizabeth Clark <eclark@thekey.com>; Michelle Kenaga <
>> michelle.kenaga@thekey.com>
>> *Subject:* Fwd: Billing issues
>>
>>
>>
>> We have been hearing similar complaints across Canada over the last week
>> or so. I know you were looking into this in Calgary. I had two additional
>> calls about this today and am forwarding you an email about two other
>> clients in Ontario.
>>
>>
>>
>> -Cheryl
>>
>> ---------- Forwarded message ---------
>> From: *Poulami Shah* <poulami.shah@thekey.com>
>> Date: Wed, Aug 23, 2023 at 6:45 PM
>> Subject: Billing issues
>> To: Cheryl Cartwright <ccartwright@thekey.com>
>>
>>
>>
>> Hi Cheryl,
>>
>>
>>
>> Just wanted to let you know that Collection department called our
>> client's Maria
>> Papaioannou daughter Eirine and was enquiring about why payments have not
>> been made. Eirine was infuriated and she said all the payment information
>> has been provided and payment has not been debited since the start of the
>> service i.e. on July 5th. She also said that the collection department has
>> connected her with the billing department and they are working towards
>> resolving this issue. But she was very upset about getting a collection
>> call, so she has let me know.
>>
>> Also another client, Garabet's POA Artin, said that payments were not
>> deducted, I connected him with billing, I am not sure whether payment has
>> gone through. The client mentioned that  "The Key seems to be not
>> interested in taking payments".
>>
>>
>>
>> *Best regards*
>>
>> *Pauli Shah*
>>
>> *Client Success Manager*
>>
>> *Direct: 289-412-1441*
>>
>> *Office: 905-337-1200*
>>
>>
>>
>> *TheKey.ca*   <https://thekey.ca/>
>>
>>
>>
>> [image: Image removed by sender. TheKey]
>>
>>
>>
>