--0000000000004147810605cf3df9 Content-Type: multipart/alternative; boundary="00000000000041477f0605cf3df8" --00000000000041477f0605cf3df8 Content-Type: text/plain; charset="UTF-8" Content-Transfer-Encoding: quoted-printable Hello Tim, I only spoke to the three contacts on file for Penny - never to Penny Directly. [image: image.png] *John Janiga* Senior Accounts Receivable Specialist *john.janiga@thekey.com * *408-647-7538 * TheKey.com [image: TheKey] On Wed, Sep 20, 2023 at 3:12=E2=80=AFPM Timothy Thomas wrot= e: > Thanks John, I spoke to Kelly directly. She had no criticisms of you or > your approach, simply that a collection call to the elderly parent > themselves may cause some undue stress. Are you not instructed to > communicate with the primary contact first? > > On Wed, Sep 20, 2023 at 3:10=E2=80=AFPM John Janiga > wrote: > >> Hello Tim, >> >> In regards to this email received, I was first alerted to the NSF declin= e >> per Vashon and was only following up on that. >> >> I will have to pull back from this as the client states my presence is >> stressful. >> >> For what it is worth, I am very professional and do not pressure clients >> in any way to pay, I only alert them to the decline and reasons why. >> >> Sincerely, >> *John Janiga* >> Senior Accounts Receivable Specialist >> *john.janiga@thekey.com * >> *408-647-7538 * >> TheKey.com >> [image: TheKey] >> >> >> >> On Wed, Sep 20, 2023 at 2:43=E2=80=AFPM Kelly Leigh Casey >> wrote: >> >>> HI Timothy, >>> >>> Thank you for expediting this. >>> >>> Our Visa statement show double charges for a few of these listed >>> invoices. The below are two recent examples of double charging: >>> >>> >>> >>> >>> These are likely for invoice #50019 and# #50123. >>> >>> I would suggest: >>> >>> - your team comes together to review your statement attached and >>> the actual VISA charges. >>> - reconcile the statement >>> - develop an internal process to support this not happening again- >>> including invoices to customer that shows paid in full. >>> >>> >>> In the meantime, we will do our own audit. We can then come together >>> with a resolution to this issue and the statement will be updated based= on >>> all findings. >>> >>> Finally, I would suggest that John Janiga (Collections) not be involved >>> prematurely in the future before the company reviews their records to >>> ensure there is not an internal issue.This would cause undue stress in = many >>> families. >>> >>> We are truly disappointed with the lack of management.. The customer >>> should not have to manage these situations Although we appreciate the >>> direct staff and our original relationship with home care assistance, t= he >>> current administration lacks process, efficiencies and compassion. I ha= ve >>> great concerns regarding how many other families, likely elderly, have = had >>> the same mistakes occur with the new administration and due to age and >>> capacity, have not caught the error. I would suggest an internal forens= ic >