--000000000000f6e8e205fa43fc17 Content-Type: text/plain; charset="UTF-8" Content-Transfer-Encoding: quoted-printable ---------- Forwarded message --------- From: Linda Smith Date: Wed, Apr 26, 2023 at 6:21=E2=80=AFPM Subject: Re: Billing Concerns To: Shawntel Sousa Cc: Cheryl Cartwright Hi Cheryl, Concerning the billing for my husband John Paul Ryan (Paul), the sum of $1228.50 was taken from our account on April 17, and the same sum taken again on April 25. We were told that we would be invoiced by The Key at the end of April after Blue Cross would reimburse the agency as per the Client Directed Home Care we had registered Paul in. Obviously the billing had not been set up correctly when we began the new service. We look forward to being reimbursed the 2 April payments and then properly invoiced for the month of April. Thank you for your attention to this. Linda and Paul. Sent from my iPhone On Apr 26, 2023, at 2:36 PM, Shawntel Sousa wrote: =EF=BB=BF Hi Linda, Thank you for taking my call today. I was speaking with Cheryl who is my direct manager and the manager of the client care manager team in Canada, she is an excellent resource, and very eager to get clients the answers they need as quickly as possible. I have included her in the email in hopes that you might be able to share your recet billing concerns with her so we can take action on this as quickly as possible. I would also like to thank you for your patience while we work diligently to correct this matter, and apologize sincerely for the inconvenience this has caused. *Thank you,* *Shawntel Sousa, LPN* Client Success Manager Direct: 403-305-6588 Calgary Office: 403-301-3777 Vancouver Office: 778-279-3634 *TheKey.ca * [image: TheKey] --000000000000f6e8e205fa43fc17 Content-Type: text/html; charset="UTF-8" Content-Transfer-Encoding: quoted-printable ---------- Forwarded message --------- From: Linda Smith < lindacs@telus.net > = Date: Wed, Apr 26, 2023 at 6:21=E2=80=AFPM Subject: Re: Billing Conc= erns To: Shawntel Sousa < ssousa@= thekey.com > Cc: Cheryl Cartwright < ccartwright@thekey.com > Hi Cheryl,=C2=A0 Concerning the billing for my husband John Paul = Ryan (Paul), the sum of $1228.50 was taken from our account on April 17, an= d the same sum taken again on April 25.=C2=A0 We w= ere told that we would be invoiced by The Key at the end of April after Blu= e Cross would reimburse the agency as per the Client Directed Home Care we = had registered Paul in.=C2=A0 Obviously the billin= g had not been set up correctly when we began the new service.=C2=A0 We look forward to being reimbursed the 2 April payments and then prope= rly invoiced for the month of April. =C2=A0 Thank = you for your attention to this.=C2=A0 Linda and Paul.=C2=A0 = Sent from my iPhone= On Apr 26, 2023, at 2:= 36 PM, Shawntel Sousa < ssousa@thekey.com > wrote: =EF=BB=BF Hi Linda, Thank you for taking my call today.=C2=A0 I was spe= aking with Cheryl who is my direct manager=C2=A0and the manage