Re: Year to date statement required ASAP

Hello Tim,

I only spoke to the three contacts on file for Penny - never to Penny
Directly.

[image: image.png]
*John Janiga*
Senior Accounts Receivable Specialist
*john.janiga@thekey.com <john.janiga@thekey.com>*
*408-647-7538 *
TheKey.com <https://www.thekey.com/>
[image: TheKey] <https://homecareassistance.com/>



On Wed, Sep 20, 2023 at 3:12 PM Timothy Thomas <tt@thekey.com> wrote:

> Thanks John, I spoke to Kelly directly. She had no criticisms of you or
> your approach, simply that a collection call to the elderly parent
> themselves may cause some undue stress. Are you not instructed to
> communicate with the primary contact first?
>
> On Wed, Sep 20, 2023 at 3:10 PM John Janiga <john.janiga@thekey.com>
> wrote:
>
>> Hello Tim,
>>
>> In regards to this email received, I was first alerted to the NSF decline
>> per Vashon and was only following up on that.
>>
>> I will have to pull back from this as the client states my presence is
>> stressful.
>>
>> For what it is worth, I am very professional and do not pressure clients
>> in any way to pay, I only alert them to the decline and reasons why.
>>
>> Sincerely,
>> *John Janiga*
>> Senior Accounts Receivable Specialist
>> *john.janiga@thekey.com <john.janiga@thekey.com>*
>> *408-647-7538 *
>> TheKey.com <https://www.thekey.com/>
>> [image: TheKey] <https://homecareassistance.com/>
>>
>>
>>
>> On Wed, Sep 20, 2023 at 2:43 PM Kelly Leigh Casey <kcpsolutions@gmail.com>
>> wrote:
>>
>>> HI Timothy,
>>>
>>> Thank you for expediting this.
>>>
>>> Our Visa statement show double charges for a few of these listed
>>> invoices. The below are two recent examples of double charging:
>>>
>>>
>>>
>>>
>>> These are likely for invoice #50019 and# #50123.
>>>
>>> I would suggest:
>>>
>>>    -  your team comes together to review your statement attached and
>>>    the actual VISA charges.
>>>    -  reconcile the statement
>>>    -  develop an internal process to support this not happening again-
>>>    including invoices to customer that shows paid in full.
>>>
>>>
>>> In the meantime, we will do our own audit. We can then come together
>>> with a resolution to this issue and the statement will be updated based on
>>> all findings.
>>>
>>> Finally, I would suggest that John Janiga (Collections) not be involved
>>> prematurely in the future before the company reviews their records to
>>> ensure there is not an internal issue.This would cause undue stress in many
>>> families.
>>>
>>> We are truly disappointed with the lack of management.. The customer
>>> should not have to manage these situations  Although we appreciate the
>>> direct staff and our original relationship with home care assistance, the
>>> current administration lacks process, efficiencies and compassion. I have
>>> great concerns regarding how many other families, likely elderly, have had
>>> the same mistakes occur with the new administration and due to age and
>>> capacity, have not caught the error. I would suggest an internal forensic
>>> audit.
>>>
>>> I trust you will get this resolved  quickly. With thanks,
>>>
>>>
>>> Kelly Casey
>>>
>>>
>>> Hi Kelly,
>>>
>>> I've attached a statement of all transactions year to date. I'm working
>>> on getting you the PAID stamped invoices. Stay tuned.
>>>
>>> Thanks,
>>> Tim
>>>
>>> On Tue, Sep 19, 2023 at 8:05 PM Kelly Leigh Casey <
>>> kcpsolutions@gmail.com> wrote:
>>>
>>>> Good evening,
>>>>
>>>> We require the year to date statement to reconcile our visa account,.
>>>>
>>>> Please provide this ASAP. In addition, please provide invoices showing
>>>> PAID, as they are  processed to support our bookeeping.
>>>>
>>>> Thank you for your support,
>>>>
>>>> Kelly Casey
>>>
>>>
>>>
>>> --
>>> Tim Thomas
>>> Head of Canada Division
>>> *Please note my email has changed:*
>>> tt@TheKey.com <tt@thekey.com>
>>> (514) 591-9387
>>> TheKey.ca <https://www.thekey.ca/>
>>> [image: TheKey] <https://www.thekey.com/>
>>>
>>>
>>>
>
> --
> Tim Thomas
> Head of Canada Division
> *Please note my email has changed:*
> tt@TheKey.com <tt@thekey.com>
> (514) 591-9387
> TheKey.ca <https://www.thekey.ca/>
> [image: TheKey] <https://www.thekey.com/>
>