--00000000000024da1d061ab4f45d Content-Type: text/plain; charset="UTF-8" Content-Transfer-Encoding: quoted-printable Hi all, Just following up to ensure this was completed and the daughter as the required documentation? I haven't seen any response to her after she sent this email? *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 Fri, Jun 7, 2024 at 2:44=E2=80=AFPM Colleen Townley wrote: > Thanks Cathy. I=E2=80=99ll be expecting to see this documentation first t= hing on > Monday. I can=E2=80=99t imagine how it should take this long to provide a= n > explanation for the over $5000 taken out of my account on May 31st. I=E2= =80=99ve > requested the additional documentation to ensure everything is accurate > given past issues. > > I hope you can understand how troubling this situation is. It=E2=80=99s q= uite > upsetting for this to arise now two months after my mom passed away. > > Colleen > > On Jun 7, 2024, at 2:22=E2=80=AFPM, Cathy Saari wrot= e: > > =EF=BB=BF > Hi Colleen, > > Just want to let you know that we are still working on your reconciliatio= n from > January to Date including of the hours billed to Sue along with what was > billed for the CDHC. Will have for you the beginning of next week. > > Thanks, Cathy > Billing Help Desk > billing@thekey.com > 1-866-226-1702 > 8:00AM-5:00PM EST Monday-Friday > > > On Wed, 5 Jun at 5:59 PM , Shawntel Sousa > wrote: > Hi, > > I kindly ask you to email the daughter and let her know that. Kindly > include at minimum myself and Chuck in the communication so we are aware = of > the progress as it is me that the clients and families take their > frustrations out on. > > The email is > townleyco@gmail.com and her name is Colleen. > > Thank you for your help with 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 3:42=E2=80=AFPM Lito Delapena = wrote: > >> Hi Shawntel, >> >> Apologies if you had missed my response to Tim upon being looped into >> this inquiry, while we understand the urgency of this inquiry we are go= ing >> to need to pull invoices for Sue along with CDHC invoices (due to the >> authorization) to complete the requests. >> >> More than happy to review all the findings with you prior to sending it >> over to Sue's daughter. Will let you know when we have it all for you >> >> >> >> Thanks, >> >> Lito Delapena >> Help Desk Manager >> Billing@thekey.com >> 866-226-1702 >> >> On Wed, 5 Jun at 5:25 PM , Shawntel Sousa >> wrote: >> 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 lon= g >> to manage. >> >> As indicated in the previous email, I do require a full statement of >> account from what was b