Hi Tim,
Yes if there is no resolution today, I'll loop in Laszlo on Friday. This
client is too important to our business to screw up.
Thanks for checking in,
Chuck
On Thu, Jan 25, 2024 at 8:11 AM Timothy Thomas <tt@thekey.com> wrote:
> Hi Chuck,
>
> Please keep an eye on these while i'm away. If shawntel doesn't get the
> answer she needs feel free to loop in Laszlo.
>
> Thanks
>
> ---------- Forwarded message ---------
> From: Shawntel Sousa <ssousa@thekey.com>
> Date: Wed, Jan 24, 2024 at 5:13 PM
> Subject: Re: Fwd: Invoices for Ethen - [#641526]
> To: Jose Morales <billing@thekey.com>
> Cc: <cterlesky@thekey.com>, <tt@thekey.com>
>
>
> Hi,
> Unfortunately, that is the exact problem is that the client received an
> invoice for $1835 and paid the full 1835 invoice but the invoice that I was
> sent by Alexis was $2060.23.
>
> The client is not only confused, but very upset that there is a difference
> in invoices, and she doesn’t understand why, and after reviewing the
> invoices, I don’t know why there’s a difference in the one that she was
> sent and the one that Alexis sent me for the exact same period of time.
>
> The client is looking for an explanation as to why there is such a
> different in price between two invoices that are for the same period of
> time.
>
> The invoice the client received and the invoice that Lexa sent me were
> both attached to the original email
>
> Warm regards,
> Shawntel Sousa, LPN
> Client Success Manager
> Home Care Assistance/The Key
>
> Calgary Office number: (403) 301-3777
> Winnipeg Office Number: (204) 489-6000
> Mobile number: (403) 305-6588
>
>
> On Wed, Jan 24, 2024 at 2:47 PM Jose Morales <billing@thekey.com> wrote:
>
>> Hello Shawntel,
>>
>> Thank you for taking the time to write us an email. We'll start working
>> on this. After reviewing the account it appears invoice 661875 which
>> covers DOS 12/01 - 12/21 has been short paid meaning the total balance has
>> not been paid. That invoice total is $2, 060.23 and a payment of $1, 835.00
>> was made toward that invoice leaving an open balance of $225.23. Hopefully
>> this clears up any misunderstandings.
>>
>> Thank you for your time,
>>
>> Jose Morales
>> Billing Help Desk Billing@thekey.com 866-226-1702
>> W: TheKey.com <http://thekey.com/>
>>
>> [image: TheKey] <https://www.thekey.com/>
>>
>>
>> On Wed, 24 Jan at 2:01 PM , Shawntel Sousa <ssousa@homecareassistance.com>
>> wrote:
>> Hi Team,
>>
>> I have been trying to help Shirley Cox for Ethen Tracey figure out why
>> the invoice Alexis sent me and the invoice that the client has are
>> different.
>>
>> This is holding the client up from being able to pay any invoices going
>> forward and she is getting very upset with me and is concerned that the
>> same invoice has two different totals on it.
>>
>> I asked about this last week and have yet to get a response.
>>
>> The client paid the invoice she was sent in full but the invoice that
>> Alexis sent me was more and she indicated that the client did not get a
>> paid invoice because she hasn't paid the invoice in full, but she did pay
>> the invoice she was sent in full.
>>
>> I need this escalated and worked on asap, it's been 24 days of me trying
>> to figure this out and risking our client services.
>>
>> Your help is appreciated.
>>
>> *Thank you,*
>> *Shawntel Sousa, LPN*
>> Client Success Manager
>>
>> Direct: 403-305-6588 Calgary Office: 403-301-3777 Vancouver Office:
>> 778-279-3634
>> *TheKey.ca <http://TheKey.ca>*
>>
>> [image: TheKey]
>>
>>
>>
>> ---------- Forwarded message ---------
>> From: Shawntel Sousa <ssousa@thekey.com>
>> Date: Fri, Jan 19, 2024 at 11:27 AM
>> Subject: Invoices for Ethen
>> To: Chuck Terlesky <cterlesky@thekey.com>
>>
>>
>> Help me see why they are different costs>
>>
>>
>> *Thank you,*
>> *Shawntel Sousa, LPN*
>> Client Success Manager
>>
>> Direct: 403-305-6588 Calgary Office: 403-301-3777 Vancouver Office:
>> 778-279-3634
>> *TheKey.ca <http://TheKey.ca>*
>>
>> [image: TheKey]
>>
>> 641526:611100
>>
>
>
> --
> 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/>
>
Chuck Terlesky B.A., CCPE
General Manager/Regional Caregiver Ambassador for Canada
403-301-3777
TheKey.ca <https://thekey.ca/>
[image: TheKey]