This is a multipart message in MIME format. ------=_NextPart_000_15E8_01DAB320.3527B110 Content-Type: multipart/alternative; boundary="----=_NextPart_001_15E9_01DAB320.3527B110" ------=_NextPart_001_15E9_01DAB320.3527B110 Content-Type: text/plain; charset="UTF-8" Content-Transfer-Encoding: quoted-printable Hello Tim & John- =20 I am sorry to hear this, we do not have the ability to refund PAD = payments from JPMC but we can reach out to the bank about reversing the = check that we received, or return that to him via check today.=20 =20 Can you help me understand what happened here? How did we charge someone = $20k w/o their knowledge they would need to make that payment? =20 Kind regards- =20 Elizabeth Clark=20 Director CI & Transformation Long Term Care Insurance Onboarding Collections Billing Help Desk =20 TheKey Office|Cell : 619-822-4855 eclark@thekey.com=20 =20 TheKey.com =20 =20 =20 =20 =20 =20 =20 From: Timothy Thomas =20 Sent: Thursday, May 30, 2024 5:52 PM To: Cynthia Lum Cc: Joey Taylor ; John Janiga = ; eclark@thekey.com; lisa.barker@thekey.com Subject: Re: Gerard Rochon - Montreal Client =20 The client just reached out. Very upset as we=E2=80=99ve withdrawn $20k = from his account in the same week.=20 =20 I suggest we refund via etransfer which will be immediate.=20 Tim Thomas Head of Canada Division Please note my email has changed: tt@TheKey.com (514) 591-9387 =09 TheKey.ca =20 =20 =20 On Thu, May 30, 2024 at 7:48=E2=80=AFPM Cynthia Lum > wrote: Hi Lisa, =20 I just noticed, since the payment in VP was an ACH, is a refund even = possible or do we have to cut a check back? Cynthia Lum=20 Client Account Specialist=20 Please note my email has changed:=20 clum@thekey.com=20 408-669-5030 =09 TheKey.com=20 =20 =20 =20 On Thu, May 30, 2024 at 4:32=E2=80=AFPM > wrote: + Lisa. =20 Elizabeth Clark=20 Director =20 =20 =20 From: Timothy Thomas >=20 Sent: Thursday, May 30, 2024 9:59 AM To: John Janiga = > Cc: Cynthia Lum >; Joey Taylor = > Subject: Re: Gerard Rochon - Montreal Client =20 How long will it take the refund to clear? Should we advise him? =20 On Thu, May 30, 2024 at 12:55=E2=80=AFPM John Janiga = > wrote: @Cynthia Lum looks like you are free to = refund and thank you for catching and reporting the overpayment.=20 =20 John Janiga Collections Analyst 2=20 john.janiga@thekey.com =20 408-647-7538=20 TheKey.com =20 =20 =20 =20 On Thu, May 30, 2024 at 12:53=E2=80=AFPM Timothy Thomas > wrote: Ok, lets refund the double payment =20 On Thu, May 30, 2024 at 12:51=E2=80=AFPM John Janiga = > wrote: Hello Tim,=20 =20 I ran for all open charges on account using the PAD provided after = receiving notification from Joey that cheques were shredded.=20 =20 The charge ran successfully on 5.29 and has not returned.=20 =20 Best,=20 =20 John Janiga Collections Analyst 2=20 john.janiga@thekey.com =20 408-647-7538=20 TheKey.com =20 =20 =20 =20 On Thu, May 30, 2024 at 12:41=E2=80=AFPM Timothy Thomas > wrote: Are we 100% sure the client has double paid? =20 I