This is a multipart message in MIME format. ------=_NextPart_000_0052_01DA3E80.13333530 Content-Type: multipart/alternative; boundary="----=_NextPart_001_0053_01DA3E80.13333530" ------=_NextPart_001_0053_01DA3E80.13333530 Content-Type: text/plain; charset="UTF-8" Content-Transfer-Encoding: quoted-printable Thank you, I will address these tomorrow w/Gerard and Help Desk.=20 =20 Elizabeth Clark=20 Director, CI & Transformation Long Term Care Insurance, Onboarding =20 TheKey =20 =20 =20 From: Timothy Thomas =20 Sent: Wednesday, January 3, 2024 2:52 PM To: Elizabeth Clark Subject: Fwd: Billing Concerns =20 Here=E2=80=99s a summary. A little wordy but should give you an idea.=20 =20 Thanks! Tim Thomas Head of Canada Division Please note my email has changed: tt@TheKey.com (514) 591-9387 =09 TheKey.ca =20 =20 =20 ---------- Forwarded message --------- From: Shawntel Sousa > Date: Wed, Jan 3, 2024 at 2:36=E2=80=AFPM Subject: Billing Concerns To: Timothy Thomas >, Chuck = Terlesky > =20 Hi Both, =20 I figured I would quickly write an email to update on all the billing = concerns as the amount of emails and different people involved is = getting hard to keep track of and frustrating.=20 =20 I have sent off a few emails today about certain situations but there is = more.=20 1. Ray/Mary Albo CDHC - Gerald was emailing me telling me the client is = behind on payments and they were looking to take action and suspend = services - a different thread between the client and Michalle Hudgin was = going on and the client has paid but something is going on - client = email all payment information to us, client is very frustrated and will = not add hours to their schedule due to the billing concerns they have = had since TheKey took over. She indicated that they refuse to add hours = unless there is a better process.=20 2. Margarete Otto - Daughter Lisa is ++ frustrated as she has received = multiple communication from multiple people. They initially received an = email letting them know that they have been added to auto pay and that = their bank account information was added to Versa pay. They were very = upset to get this because the bank indicates that they bank with Scotia = bank but they do not, they bank with RBC and they thought this was a = scam. Cathy Saari in billing replied to the email that myself and the = daughter sent informing them of the incorrect bank and questioning why = they received these notices - Cathy did not address the incorrect bank = information and confirmed that the information for clients was being = added to Versa Pay being why she received the email about auto pay. Lisa = them got an email from Michelle Hudgins indicated the payment was = declined because the ACH (?? what is that - daughter does not know and = neither do I) number was wrong - daughter is extremely mad that this is = the notice she got since we told them last week the information must be = incorrect but the daughter also confirmed that the payment was processed = yest