Re: February 7 withdrawal is different than the previous TheKey ones

--000000000000ee3271062db8cf63 Content-Type: text/plain; charset="UTF-8" Content-Transfer-Encoding: quoted-printable Thank you Cathy and your correct the client needs some answers here. Tim can you suggest if we should escalate to anyone specifically so we can ensure it=E2=80=99s a priority for Monday ? Thanks Sharon Sharon, Speirs General Manager Vancouver, BC Office: 778.279.3634 sspeirs@thekey.com TheKey.ca [image: TheKey] On Sun, Feb 9, 2025 at 9:13=E2=80=AFAM Cathy Gerth wrot= e: > Hello > The client received this notification on Feb 7 - which looks completely > different from any other message she has received from us, The others wer= e > all listed as Versa Pay - this is not, > This comes after I sent email regarding her payments on Friday...see belo= w, > > Hello > This is an existing client that has been with us for a 1 year, Thy have > been consistently on EFT - now they haven't had a withdrawal since Jan 24 > and no explanation to them as why, or if there is any issue. This will be= a > substantial withdrawal to have all at once. > Client would like an explanation please.Nothing has changed on their > account, > Client Robert Birch - Location HCA Vancouver > Please include answer to all bove emails > Thank you so much > > Cathy > > #950468 was withdrawn Jan 17 > > #956259 Jan 24 not showing as withdrawn > > #962723 Jan 31 not showing as withdrawn > > #966822 to be withdrawn Feb 7 > This is a total of $22,226 > > \Now on Saturday morning Feb 8 the client received this message : > > Dear Customer, > > Your account has a balance that is currently 15 days past due. Services > may be suspended if your account is not brought current. > > Please select View Invoices below to log in to your online account and > make a payment today. If you would like to make payment over the phone, > please call Billing Assistance at (866) 226-1702 Monday-Friday 8am-4pm CT > or email Billing@TheKey.com. > > The message from our client - > > This is outrageous! Threatening withdrawal of services!?! > > Please don=E2=80=99t withdraw services! This is not my fault! > We are on auto pay and have been trying to address the issue of The Key > not withdrawing funds!! > > We have had this client for a year with no billing issues, we have > requested information on this account for the past weeks and received no > response from Billing, I believe an explanation and apology to the client > is in order, and this needs to be a priority to solve the issue please, > Please respond : > > Client - Robert Birch - Location HCA Vancouver > > clearmonth@shaw.ca > > Thank you so much > > Cathy > > > > *Cathy Gerth* > *Client Success Manager * > *Direct: 778-403-6148* > *Office:* 778-279-3634 > Email: cgerth@thekey.com > > [image: TheKey] > > > > > > > > ---------- Forwarded message --------- > From: Cheryl Learmonth > Date: Sat, Feb 8, 2025 at 6:09=E2=80=AFAM > Subject: February 7 withdrawal is different than the previous TheKey ones > To: Cathy Gerth > > > Cathy > This happened y