--000000000000f47fec0619bfc01d Content-Type: multipart/alternative; boundary="000000000000f47feb0619bfc01c" --000000000000f47feb0619bfc01c Content-Type: text/plain; charset="UTF-8" Content-Transfer-Encoding: quoted-printable Hello Elizabeth and Tim, I ran the PAD charge for the amount due on account. I was CC'd in an email from Joey Taylor which stated the checks received were shredded and that we should run the charges on the PAD on file. I ran the full charge thinking that both checks were shredded. As it turns out, it was only one check for $6,174.50. I should have confirmed the amount prior to charging the full amount and will do so moving forward. I will reach out to the client and explain, if you think this will help. Sorry for the confusion. *John Janiga* Collections Analyst 2 *john.janiga@thekey.com * *408-647-7538 * TheKey.com [image: TheKey] On Fri, May 31, 2024 at 9:03=E2=80=AFAM wrote: > Hello Tim & John- > > > > I am sorry to hear this, we do not have the ability to refund PAD payment= s > from JPMC but we can reach out to the bank about reversing the check that > we received, or return that to him via check today. > > > > Can you help me understand what happened here? How did we charge someone > $20k w/o their knowledge they would need to make that payment? > > > > Kind regards- > > > > Elizabeth Clark > > Director > > CI & Transformation > > Long Term Care Insurance Onboarding > > Collections > > Billing Help Desk > > > > *TheKey* > > Office|Cell : 619-822-4855 > > eclark@thekey.com > > > > *TheKey.com * > > > > [image: TheKey] > > > > > > > > > > > > > > *From:* Timothy Thomas > *Sent:* Thursday, May 30, 2024 5:52 PM > *To:* Cynthia Lum > *Cc:* Joey Taylor ; John Janiga john.janiga@thekey.com>; eclark@thekey.com; lisa.barker@thekey.com > *Subject:* Re: Gerard Rochon - Montreal Client > > > > The client just reached out. Very upset as we=E2=80=99ve withdrawn $20k f= rom his > account in the same week. > > > > I suggest we refund via etransfer which will be immediate. > > *Tim Thomas* > > Head of Canada Division > > *Please note my email has changed:* > > tt@TheKey.com > > (514) 591-9387 > > *TheKey.ca * > > [image: Image removed by sender. TheKey] > > > > > > On Thu, May 30, 2024 at 7:48=E2=80=AFPM Cynthia Lum wro= te: > > Hi Lisa, > > > > I just noticed, since the payment in VP was an ACH, is a refund even > possible or do we have to cut a check back? > > > > *Cynthia Lum * > > Client Account Specialist > > *Please note my email has changed: * > > clum@thekey.com > > 408-669-5030 > > *TheKey.com * > > [image: Image removed by sender. TheKey] > > > > > > On Thu, May 30, 2024 at 4:32=E2=80=AFPM wrote: > > + Lisa. > > > > Elizabeth Clark > > Director > > > > > > > > *From:* Timothy Thomas > *Sent:* Thursday, May 30, 2024 9:59 AM > *To:* John Janiga > *Cc:* Cynthia Lum ; Joey Taylor > *Subject:* Re: Gerard Rochon - Montreal Client > > > > How long will it take the refund to clear? Should we advise him? > > > > On Thu, May 30, 2024 at