--0000000000005201aa060e1211d3 Content-Type: multipart/alternative; boundary="0000000000005201a9060e1211d2" --0000000000005201a9060e1211d2 Content-Type: text/plain; charset="UTF-8" Content-Transfer-Encoding: quoted-printable Good afternoon, Tim - Based on our research, that client is set up as E-Transfer and not a part of the transition of PAD into Versapay. Looking at her VP history, this does not appear to have happened previously and as a result should be a one off. I will send a separate email to the payment application team that the customer is under the impression that she completed the e-transfer and we should have that money. Thank you for letting us know. Please send us any others you have that pop up that we can further investigate. [image: image.png] On Wed, Jan 3, 2024 at 2:14=E2=80=AFPM wrote: > Yikes, I am so sorry to hear this. I hate to ask for work but is it > possible to send me a list of clients? I can investigate just this one. > > > > *From:* Timothy Thomas > *Sent:* Wednesday, January 3, 2024 2:03 PM > *To:* Elizabeth Clark > *Subject:* Fwd: Overdue balance of $1,014.38 > > > > Hey! > > > > I see Lito is OOO so I thought best to loop you in. > > > > We=E2=80=99ve received several complaints from clients in Calgary due to = this > versapay integration. They=E2=80=99re getting missed payment emails meanw= hile > they=E2=80=99re saying that they=E2=80=99ve paid. > > > > All instances have been sent to the billing team. Waiting on a resolution= . > > > > Thanks > > Tim > > *Tim Thomas* > > Head of Canada Division > > *Please note my email has changed:* > > tt@TheKey.com > > (514) 591-9387 > > *TheKey.ca * > > [image: Image removed by sender. TheKey] > > > > > > ---------- Forwarded message --------- > From: *Timothy Thomas* > Date: Wed, Jan 3, 2024 at 5:00=E2=80=AFPM > Subject: Re: Overdue balance of $1,014.38 > To: Shawntel Sousa > CC: Chuck Terlesky > > > > Hi Shawntel. > > > > I=E2=80=99ve escalated this. Sorry for the trouble. > > *Tim Thomas* > > Head of Canada Division > > *Please note my email has changed:* > > tt@TheKey.com > > (514) 591-9387 > > *TheKey.ca * > > [image: Image removed by sender. TheKey] > > > > > > On Wed, Jan 3, 2024 at 4:55=E2=80=AFPM Shawntel Sousa = wrote: > > Hi, > > > > Another client from Calgary being informed that they have an overdue > balance when they have paid their bill. Can someone kindly help with this= ? > > 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 > > > > > > ---------- Forwarded message --------- > From: *Kathleen Horan* > Date: Wed, Jan 3, 2024 at 2:53=E2=80=AFPM > Subject: Fwd: Overdue balance of $1,014.38 > To: Marc Atkinson , Chuck Terlesky cterlesky@thekey.com>, Shawntel Sousa > > > > Hi > > I have received another notice of nonpayment/overdue balance when payment > has been made. > > Please reference my account as fu