Re: 165669 Brigitta Repple - FIN-WELCOME CALL - Need PAF - [#1068508]

You're welcome.

On Tue, Apr 1, 2025 at 12:21 PM Timon Page <timon.page@thekey.com> wrote:

> Thank you Michelle!
>
> Best regards,
> * Timon Page *
> General Manager, Ontario
> *Please note my email address has changed:*
> timon.page@thekey.com
> Mobile: (437) 223-0841
> TheKey.com <https://thekey.com/>
> <https://thekey.com>
>
>
> On Tue, Apr 1, 2025 at 12:20 PM Michelle Hudgins <
> michelle.hudgins@thekey.com> wrote:
>
>> Hello Everyone,
>>
>> I was able to add the credit card and the payment processed successfully
>> for the total outstanding balance.
>>
>> Best,
>> Michelle Hudgins
>>
>> On Tue, Apr 1, 2025 at 12:07 PM Timon Page <timon.page@thekey.com> wrote:
>>
>>> I had added Cathy Saari to this email thread initially as she can add
>>> context but noticed she hasn't been included in the subsequent replies. I
>>> have added her here again.
>>> The clients' POA has repeatedly reached out to pay. She has changed the
>>> billing address as that was a suggestion from the billing department from
>>> my understanding.
>>>
>>> Here is the email chain between the POA, Cathy and myself. As you can
>>> see, the client is actively trying to pay. If we cut her off because of our
>>> inability to process her payment, this could result in the loss of other
>>> clients as her mother is a resident at a flex-site:
>>>
>>>
>>> Re: Fwd: Payment issue - [#1075127]
>>> Inbox
>>> Search for all messages with label Inbox
>>> Remove label Inbox from this conversation
>>> Summarize this email
>>> Cathy Saari
>>> Thu, Mar 13, 2:47 PM
>>> to me
>>> Hi Timon,
>>>
>>> We have been in contact with Sonja to resolve her issues with Versapay.
>>>
>>> Thanks, Cathy
>>>
>>>
>>> Cathy Saari
>>> Client Support Specialist | TheKey
>>> 1-866-226-1702
>>> billing@thekey
>>> Hours-8:00am -5:00pm EST M-F
>>>
>>> <http://www.thekey.com/>
>>>
>>>
>>> On Thu, 13 Mar at 10:46 AM , Timon Page <timon.page@thekey.com> wrote:
>>> Hello
>>>
>>> Please see email below. The client is unable to identify the issue with
>>> her card. Please advise.
>>>
>>> Best regards,
>>> * Timon Page*
>>> General Manager, Ontario
>>> *Please note my email address has changed:*
>>> timon.page@thekey.com
>>> Mobile: (437) 223-0841
>>> TheKey.com <https://thekey.com/>
>>> <https://thekey.com/>
>>>
>>> *From:* Sonja Finocchiaro <sonjarepple1322@gmail.com>
>>> *Date:* March 12, 2025 at 4:58:14 PM EDT
>>> *To:* Billing@thekey.com
>>> *Cc:* Sonja Finocchiaro <sonjarepple1322@gmail.com>
>>> *Subject:* *Payment issue*
>>>
>>> 
>>> Good day,
>>>
>>> I received 2 invoices for payment for my mom’s care by your company. I
>>> have tried several times to use the link provided to make payment and it
>>> doesn’t work. My mother’s name is Brigitta Repple. I don’t understand where
>>> the issue lies? Could it be a wrong postal code on your end or improper
>>> spelling of my name? I’m trying to think of possible barriers to completing
>>> the transaction. Please let me know an alternate solution so I can get this
>>> paid.
>>>
>>> Thank you
>>> Sonja Finocchiaro
>>> Sent from my iPhone
>>>
>>> 1075127:611100
>>> Timon Page <timon.page@thekey.com>
>>> Thu, Mar 13, 2:58 PM
>>> to Cathy
>>> Thanks Cathy. Please let me know when and how this gets resolved.
>>>
>>> Best regards,
>>> * Timon Page*
>>> General Manager, Ontario
>>> *Please note my email address has changed:*
>>> timon.page@thekey.com
>>> Mobile: (437) 223-0841
>>> TheKey.com <https://thekey.com/>
>>> <https://thekey.com/>
>>> Best regards,
>>> * Timon Page *
>>> General Manager, Ontario
>>> *Please note my email address has changed:*
>>> timon.page@thekey.com
>>> Mobile: (437) 223-0841
>>> TheKey.com <https://thekey.com/>
>>> <https://thekey.com>
>>>
>>>
>>> On Tue, Apr 1, 2025 at 11:57 AM <eclark@thekey.com> wrote:
>>>
>>>> Hi Timon-
>>>>
>>>>
>>>>
>>>> Can you share why the balance is past due if they’re been reaching out
>>>> consistently? Are they unwilling to be put on autopay and short paying
>>>> invoices? Invoices are open going back to 3/5, I am not connecting the dots
>>>> to their efforts to call in and pay.
>>>>
>>>>
>>>>
>>>>
>>>>
>>>> Kind regards-
>>>>
>>>>
>>>>
>>>> *Elizabeth Clark*
>>>>
>>>> Director | *TheKey*
>>>>
>>>> Mobile: 619.822.4855
>>>>
>>>>
>>>>
>>>>
>>>>
>>>> *From:* Timon Page <timon.page@thekey.com>
>>>> *Sent:* Tuesday, April 1, 2025 8:30 AM
>>>> *To:* eclark@thekey.com
>>>> *Cc:* Laurie Simpson <clientservice@thekey.com>; audraw@thekey.com;
>>>> tt@thekey.com; michelle.hudgins@thekey.com;
>>>> william.schmiedeknecht@thekey.com; jeannie.ortiz@thekey.com;
>>>> lito.delapena@thekey.com
>>>> *Subject:* Re: 165669 Brigitta Repple - FIN-WELCOME CALL - Need PAF -
>>>> [#1068508]
>>>>
>>>>
>>>>
>>>> Hi Elizabeth
>>>>
>>>>
>>>>
>>>> The POA for this client has repeatedly reached out to both my office
>>>> and the billing department to pay what is owed. I feel that cutting off
>>>> services will do more damage than good here. It is identifying why her card
>>>> will not work with VersaPay that is the issue here in my opinion.
>>>>
>>>>
>>>>
>>>> Best regards,
>>>> * Timon Page *
>>>>
>>>> General Manager, Ontario
>>>>
>>>> *Please note my email address has changed:*
>>>>
>>>> timon.page@thekey.com
>>>>
>>>> Mobile: (437) 223-0841
>>>>
>>>> *TheKey.com <https://thekey.com/> *
>>>>
>>>>
>>>>
>>>> [image: Image removed by sender.] <https://thekey.com/>
>>>>
>>>>
>>>>
>>>>
>>>>
>>>> On Tue, Apr 1, 2025 at 11:26 AM <eclark@thekey.com> wrote:
>>>>
>>>> FYI to the Collections team, client is past due about $700 as a result.
>>>> If client is brand new and not paying their invoices we may need to
>>>> consider terminating services, this is not the behavior we want to enable
>>>> right at the start of our relationship.
>>>>
>>>>
>>>>
>>>>
>>>>
>>>> Kind regards-
>>>>
>>>>
>>>>
>>>> *Elizabeth Clark*
>>>>
>>>> Director | *TheKey*
>>>>
>>>> Mobile: 619.822.4855
>>>>
>>>>
>>>>
>>>>
>>>>
>>>> *From:* Laurie Simpson <clientservice@thekey.com>
>>>> *Sent:* Tuesday, April 1, 2025 6:44 AM
>>>> *To:* timon.page@thekey.com; tt@thekey.com
>>>> *Cc:* michelle.hudgins@thekey.com; william.schmiedeknecht@thekey.com;
>>>> jeannie.ortiz@thekey.com; eclark@thekey.com; audraw@thekey.com;
>>>> tsilton@thekey.com; lito.delapena@thekey.com
>>>> *Subject:* Fwd: 165669 Brigitta Repple - FIN-WELCOME CALL - Need PAF -
>>>> [#1068508]
>>>>
>>>>
>>>>
>>>> Hi there,
>>>>
>>>>
>>>>
>>>> Brigitta Repple is missing a form of payment on file.  The original
>>>> credit card given at sign on is not a valid credit card.  Please obtain a
>>>> form of payment for client.  Thank you and I appreciate your attention to
>>>> this urgent matter.
>>>>
>>>> [image: Image removed by sender.]
>>>>
>>>>
>>>>
>>>>
>>>>
>>>> *Laurie Simpson*
>>>>
>>>> Finance Onboarding | *TheKey*
>>>>
>>>> Laurie.Simpson@thekey.com
>>>>
>>>> 855.205.8007
>>>>
>>>> On Wed, 12 Mar at 9:04 PM , Laurie Simpson <clientservice@thekey.com>
>>>> wrote:
>>>>
>>>> Hi there,
>>>>
>>>>
>>>>
>>>> Please obtain form of payment for Brigitta Repple.
>>>>
>>>> Thank you,
>>>>
>>>>
>>>>
>>>> [image: Image removed by sender.]
>>>>
>>>>
>>>>
>>>> *Laurie Simpson*
>>>>
>>>> Finance Onboarding | *TheKey*
>>>>
>>>> Laurie.Simpson@thekey.com
>>>>
>>>> 855.205.8007
>>>>
>>>> On Mon, 3 Mar at 4:44 PM , Laurie Simpson <clientservice@thekey.com>
>>>> wrote:
>>>>
>>>> Hi there,
>>>>
>>>>
>>>>
>>>> For new client Brigitta Repple, TheKey needs a new form of payment as
>>>> credit card given was declined.  Please obtain new form of payment on  new
>>>> PAF form signed by client.
>>>>
>>>> Thank you for your assistance while be get all documents in order.
>>>>
>>>> [image: Image removed by sender.]
>>>>
>>>>
>>>>
>>>> *Laurie Simpson*
>>>>
>>>> Finance Onboarding | *TheKey*
>>>>
>>>> Laurie.Simpson@thekey.com
>>>>
>>>> 855.205.8007
>>>>
>>>>
>>>> 1068508:611100
>>>>
>>>>