--00000000000028aeb4061a2b335c Content-Type: text/plain; charset="UTF-8" Content-Transfer-Encoding: quoted-printable Hi team, The daughter of this client is getting extremely frustrated. I just received another email from her extremely mad that this is taking so long to manage. As indicated in the previous email, I do require a full statement of account from what was billed from January to current. The statement sent does not break anything down. She would like to see all charges, what was sent to and paid for by CdHc and then what the client portion is. There are missing dates in the invoice for April, which don=E2=80=99t make any sense = to the Daughter. The Daughter would also like all invoices from January to current. She would like a reconciliation done on the account to ensure that they were not double billed because the amount of withdrawals on their account doesn=E2=80=99t make sense and it isn=E2=80=99t the first time that= this is happened so she is quite concerned that it has happened again. I would like to consider this as an urgent priority as it=E2=80=99s been a = few days in asking for this information and the daughter is very upset with the amount of money coming out of her account. We have received no responses back today in regards to this additional request to look into it a bit deeper and requesting for more information. Kindly provide all information request. Thank you for your time on this. Best Regards, Shawntel Sousa, LPN Client Success Manager TheKey Calgary Office number: (403) 301-3777 Winnipeg Office Number: (204) 489-6000 Mobile number: (403) 305-6588 On Wed, Jun 5, 2024 at 11:18=E2=80=AFAM Timothy Thomas wrot= e: > > Adding Lito for visibility. > >> >> Tim Thomas >> Head of Canada Division >> *Please note my email has changed:* >> tt@TheKey.com >> (514) 591-9387 >> TheKey.ca >> [image: TheKey] >> >> >> On Wed, Jun 5, 2024 at 12:57=E2=80=AFPM Shawntel Sousa wrote: >> >>> Hi, >>> >>> There are more concerns here. >>> Can you or someone run a reconciliation on this client's file to ensure >>> that we have not over billed them and charged them more than we >>> should have. The payments we processed do not make sense and as if righ= t >>> now it does appear that we have over charged them. The amounts of some = of >>> the payments seem very high as you can see from the previous billed >>> amounts. The payment for $4,465 seems higher than her normal payments. >>> >>> I just need to double check this so the daughter has clear answers, >>> billing has made many errors on this file over the last few months maki= ng >>> this client's last few weeks difficult and stressful. >>> >>> *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] >>> >>> >>> >>> On Wed, Jun 5, 2024 at 10:25=E2=80=AFAM Cathy Saari wrote: >>> >>>> Hi Shawntel, >>>> >>>> I have attached a Statement fo