--000000000000206c2f06004b8fbb Content-Type: text/plain; charset="UTF-8" Content-Transfer-Encoding: quoted-printable @Sumira Suthesan Please be thorough and follow up with an email. Let the client know if we do not receive payment by Friday at the latest, service will be suspended come Monday. If we do not get a response, indicate in your email that this account is going to collections and possibly legal. We will then transition this account to Gerard and the team to take it further. thank you, On Wed, Jul 12, 2023 at 11:03=E2=80=AFAM Timothy Thomas wro= te: > I don't see the need to give two weeks but Tim Sr makes a good point. Let= s > say Monday 16th services will be put on hold. > > On Wed, Jul 12, 2023 at 10:50=E2=80=AFAM Ali Malik = wrote: > >> To my knowledge, would we have to give like 2 weeks notice? >> >> >> thanks >> >> On Wed, Jul 12, 2023 at 10:36=E2=80=AFAM Tim Thomas = wrote: >> >>> Timothy, >>> >>> Would there not be some exposure for us if we pull service so suddenly? >>> We would want to not leave the client without care. Just wondering if >>> little more notice would be appropriate so they could make alternate >>> arrangements. >>> >>> Tim Thomas >>> 514 726 7647 >>> >>> >>> On Jul 12, 2023, at 9:48 AM, Timothy Thomas wrote: >>> >>> =EF=BB=BF >>> Sumira, when you call back today, please advise him that we will be >>> pulling service at the end of today's shift until his account is back i= n >>> good standing. We've put the schedule on hold as of tomorrow. >>> >>> On Wed, Jul 12, 2023 at 9:35=E2=80=AFAM Sumira Suthesan >> sumira.suthesan@thekey.com> wrote: >>> >>>> Hi Ai, >>>> >>>> I just called, the person who picked up said he's not there and he wil= l >>>> be back around 1pm. >>>> It sounded like Ricky... >>>> I think we should pull services. >>>> >>>> I will try calling again at 1pm. >>>> >>>> Thanks, >>>> Sumira >>>> >>>> On Wed, Jul 12, 2023 at 6:29=E2=80=AFAM Ali Malik wrote: >>>> >>>>> Hey Tim, >>>>> >>>>> I would assume it would be the ops team deciding if we should pause >>>>> services. Sumira had contacted the client multiple times and sent inv= oices. >>>>> We determined that they just keep delaying. At that point, we leave i= t to >>>>> you to make that decision on if we should continue care. >>>>> >>>>> @Sumira Suthesan Let us try just 1 more >>>>> time to reach out to the client. Lets do this today as soon as possib= le. If >>>>> we get no traction again, we will inform the team and I will have Ger= ard >>>>> take it forward. >>>>> >>>>> thank you, >>>>> >>>>> On Wed, Jul 12, 2023 at 9:11=E2=80=AFAM Timothy Thomas wrote: >>>>> >>>>>> Ali you mentioned last Thursday that he would be sent a "thorough >>>>>> collection email". Was this done? He asked for paper invoices. Did w= e do >>>>>> this? >>>>>> >>>>>> We need to understand the process for delinquent clients. Who decide= s >>>>>> when service is pulled and who informs the client? Collections team = or >>>>>> operations team? >>>>>> >>>>>> On Wed, Jul 12, 2023 a