--0000000000003ec55e061a2bae6c Content-Type: text/plain; charset="UTF-8" Content-Transfer-Encoding: quoted-printable 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 w= rote: > Hi Shawntel, > > Apologies if you had missed my response to Tim upon being looped into thi= s > inquiry, while we understand the urgency of this inquiry we are going 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 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 a= re > missing dates in the invoice for April, which don=E2=80=99t make any sens= e 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 th= at > 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 th= at 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 t= he > 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 wr= ote: > >> >> Adding Lito for visibility. >> >>> >>> Tim Thomas >>> Head of Canada Division >>> *Please note my emai