--0000000000008cdb17062db97d52 Content-Type: text/plain; charset="UTF-8" Content-Transfer-Encoding: quoted-printable Hi I have assured her we would not be holding service. *Cathy Gerth* *Client Success Manager * *Direct: 778-403-6148* *Office:* 778-279-3634 Email: cgerth@thekey.com [image: TheKey] On Sun, Feb 9, 2025 at 9:20=E2=80=AFAM Sharon Speirs w= rote: > Thank you Cathy and your correct the client needs some answers here. > Tim can you suggest if we should escalate to anyone specifically so we ca= n > ensure it=E2=80=99s a priority for Monday ? > Thanks > Sharon > > > Sharon, Speirs > > General Manager > > Vancouver, BC > > Office: 778.279.3634 > > sspeirs@thekey.com > > TheKey.ca > > [image: TheKey] > > > > > > > > On Sun, Feb 9, 2025 at 9:13=E2=80=AFAM Cathy Gerth wr= ote: > >> Hello >> The client received this notification on Feb 7 - which looks completely >> different from any other message she has received from us, The others we= re >> all listed as Versa Pay - this is not, >> This comes after I sent email regarding her payments on Friday...see >> below, >> >> Hello >> This is an existing client that has been with us for a 1 year, Thy have >> been consistently on EFT - now they haven't had a withdrawal since Jan 2= 4 >> and no explanation to them as why, or if there is any issue. This will b= e a >> substantial withdrawal to have all at once. >> Client would like an explanation please.Nothing has changed on their >> account, >> Client Robert Birch - Location HCA Vancouver >> Please include answer to all bove emails >> Thank you so much >> >> Cathy >> >> #950468 was withdrawn Jan 17 >> >> #956259 Jan 24 not showing as withdrawn >> >> #962723 Jan 31 not showing as withdrawn >> >> #966822 to be withdrawn Feb 7 >> This is a total of $22,226 >> >> \Now on Saturday morning Feb 8 the client received this message : >> >> Dear Customer, >> >> Your account has a balance that is currently 15 days past due. Services >> may be suspended if your account is not brought current. >> >> Please select View Invoices below to log in to your online account and >> make a payment today. If you would like to make payment over the phone, >> please call Billing Assistance at (866) 226-1702 Monday-Friday 8am-4pm C= T >> or email Billing@TheKey.com. >> >> The message from our client - >> >> This is outrageous! Threatening withdrawal of services!?! >> >> Please don=E2=80=99t withdraw services! This is not my fault! >> We are on auto pay and have been trying to address the issue of The Key >> not withdrawing funds!! >> >> We have had this client for a year with no billing issues, we have >> requested information on this account for the past weeks and received no >> response from Billing, I believe an explanation and apology to the clien= t >> is in order, and this needs to be a priority to solve the issue please, >> Please respond : >> >> Client - Robert Birch - Location HCA Vancouver >> >> clearmonth@shaw.ca >> >> Thank you so much >> >> Cathy >> >> >> >> *Cathy Ge