--Apple-Mail-B4D4A267-7DB3-4B2E-9E74-50706CC96066 Content-Type: text/html; charset=utf-8 Content-Transfer-Encoding: quoted-printable Hi all, Thank you- so co= nfusing- charging when there is already a credit in the statement, then cred= iting. Can you and John review the statement p= rior to notifying us of a declined payment? If you are now crediting, they l= ikely were double charging again and in fact we should have never been notif= ied. Thank you for highlighting it is a credi= t- you are correct, pending was in the credit column. Kelly Sent from my iPhone = On Nov 9, 2023, at 9:10 AM, Timothy Thomas <tt@= thekey.com> wrote: =EF=BB=BF Hi Kelly, I'm so= rry for the delay here. We're waiting for the October month end to close so I= can get you an accurate statement. This should be completed today. I'm being told that those two pending charges are in f= act refunds for the previous overpayment as we wanted to clean up the accoun= t and bring your outstanding balance to zero. Thanks again for your patience. Tim On Thu, Nov 9, 2023 a= t 8:22=E2=80=AFAM Kelly Leigh Casey < kcpsolutions@gmail.com > wrote: Hi Tim and John, Just a reminder that we need the statement for Penny Casey. A charge went th= rough on November 5th for $5392.49 and then there were a couple of =E2=80=9C= pending charges=E2=80=9D on November 7th that did not add up- specifically o= ne for $4312.74 followed by $1187.52. I think your staff who are inputting payments may need more support/training= . They should not randomly be putting numbers in that do not match any invoi= ce ($1187.52). Please send statement asap so we can track if there were errors and ensure t= here is enough money in the account for actual invoices. With thanks, Kelly -- Tim Thomas Head of Canada Division Please note my email has changed: tt@TheKey.c= om (514) 591-9387 TheKey.ca