--000000000000a0130f0603a25a73 Content-Type: multipart/alternative; boundary="000000000000a0130e0603a25a72" --000000000000a0130e0603a25a72 Content-Type: text/plain; charset="UTF-8" Content-Transfer-Encoding: quoted-printable The concern is that they are receiving calls from collections about the fact they owe money and they don=E2=80=99t know how that is possible when w= e have automatic billing. Several clients have received these calls lately. Michelle Huggins has been working with us (particularly in Vancouver) to understand why this is happening. If the account is up to date why is a call being made? Thanks for your help with this. Cheryl On Wed, Aug 23, 2023 at 11:52 PM wrote: > Hi Cheryl- > > > > Garabet=E2=80=99s payments have all been taken, the account is current. H= elp Desk > can connect with the customer tomorrow to clarify but anything you can ad= d > would be helpful as I am not sure where the concern is coming from. > > > > > > *From:* Cheryl Cartwright > *Sent:* Wednesday, August 23, 2023 6:20 PM > *To:* Timothy Thomas ; TheKey Billing = ; > Elizabeth Clark ; Michelle Kenaga michelle.kenaga@thekey.com> > *Subject:* Fwd: Billing issues > > > > We have been hearing similar complaints across Canada over the last week > or so. I know you were looking into this in Calgary. I had two additional > calls about this today and am forwarding you an email about two other > clients in Ontario. > > > > -Cheryl > > ---------- Forwarded message --------- > From: *Poulami Shah* > Date: Wed, Aug 23, 2023 at 6:45=E2=80=AFPM > Subject: Billing issues > To: Cheryl Cartwright > > > > Hi Cheryl, > > > > Just wanted to let you know that Collection department called our client'= s > Maria > Papaioannou daughter Eirine and was enquiring about why payments have not > been made. Eirine was infuriated and she said all the payment information > has been provided and payment has not been debited since the start of the > service i.e. on July 5th. She also said that the collection department ha= s > connected her with the billing department and they are working towards > resolving this issue. But she was very upset about getting a collection > call, so she has let me know. > > Also another client, Garabet's POA Artin, said that payments were not > deducted, I connected him with billing, I am not sure whether payment has > gone through. The client mentioned that "The Key seems to be not > interested in taking payments". > > > > *Best regards* > > *Pauli Shah* > > *Client Success Manager* > > *Direct: 289-412-1441* > > *Office: 905-337-1200* > > > > *TheKey.ca* > > > > [image: Image removed by sender. TheKey] > > > --000000000000a0130e0603a25a72 Content-Type: text/html; charset="UTF-8" Content-Transfer-Encoding: quoted-printable The concern is that they are receiving calls from collect= ions about the fact they owe money and they don=E2=80=99t know how that is = possible when we have automatic billing. Several clients have received thes= e calls lately. Michelle Hu