This is a multipart message in MIME format. ------=_NextPart_000_0490_01D9EC92.5AF3FCA0 Content-Type: text/plain; charset="utf-8" Content-Transfer-Encoding: quoted-printable Honestly, I can=E2=80=99t tell you that 100%. Let me do some researching = and see if I can figure out how we can go back and look at transactions = this year to determine if this has happened before. =20 Thanks, =20 =20 Lisa Barker=20 Manager, Accounts Receivable lisa.barker@thekey.com =20 =20 =20 =20 =20 =20 From: Timothy Thomas =20 Sent: Thursday, September 21, 2023 1:47 PM To: Vashon Palloo Cc: lisa.barker@thekey.com; Sumira Suthesan = ; eclark@thekey.com; Gerard Draetta = ; Kristy Poyner ; = Lito Delapena Subject: Re: FW: Year to date statement required ASAP =20 Thank you all. Please let me know how the call goes with Kelly. =20 Are we confident that this has never happened before with another = client?=20 =20 On Thu, Sep 21, 2023 at 2:42=E2=80=AFPM Vashon Palloo = > wrote: Hi all, =20 I couldn't reach Kelly (Penny's daughter) or her son via phone so I left = voicemails and just sent an email to them both. =20 I will keep you posted when clients respond. =20 On Thu, Sep 21, 2023 at 2:31=E2=80=AFPM > wrote: Hi Tim, =20 I have spoke with Vashon and Sumira regarding this issue. What we have = figured out is that Converge automatically recharges any items declined = the next day. Sumira was not aware of this, so she sent the charges = through again when she processed for Montreal. The client now has a = credit of $5500.26 on the account. I have asked Vashon to contact the = client directly regarding this apologize and ask if they would like a = refund or to use this amount toward the next invoice. Now that this is = something we are aware of in the future this should not happen.=20 =20 Please let me know if you would like to discuss further or if any other = issues come up.=20 =20 Thanks, =20 =20 Lisa Barker=20 Manager, Accounts Receivable lisa.barker@thekey.com =20 =20 =20 =20 =20 =20 =20 From: Sumira Suthesan >=20 Sent: Thursday, September 21, 2023 12:58 PM To: eclark@thekey.com =20 Cc: Gerard Draetta >; lisa.barker@thekey.com = ; Kristy Poyner = >; Lito = Delapena >; = Timothy Thomas > Subject: Re: FW: Year to date statement required ASAP =20 Hi Tim, =20 I applied the overpayments in QB. Currently Penny Casey has a credit on file for $5500.26 =20 Should I contact the client or will Helpdesk contact them in regards to = the double charge? =20 In regards to the declined payments, I don't know if converge tries = again to process the payment even after it was declined once. A couple of these clients show declined payments on different dates, = even if we only put the payment through once. =20 =20 Thanks, =20 Sumira Suthesan Accounts Receivable Specialist T: 438-230-3887 ext.1070006 www.TheKey.com =20 =20 =20 On Thu, Sep 21, 2023 at 9:30=E2=80=AFAM > wrote: Hi Gerard and Lisa =20 Can you step in and help Sumira take this one to the finish line for = Tim? At this time she shou