This is a multipart message in MIME format. ------=_NextPart_000_0295_01DB7E33.C1C051C0 Content-Type: multipart/alternative; boundary="----=_NextPart_001_0296_01DB7E33.C1C078D0" ------=_NextPart_001_0296_01DB7E33.C1C078D0 Content-Type: text/plain; charset="UTF-8" Content-Transfer-Encoding: quoted-printable Hi Joey, =20 Thank you for the clarification. The credit was created, applied to this = week=E2=80=99s invoice, and the invoice resent to the client.=20 =20 I would like to meet to chat through your concerns and the process to = see if we can help prevent or catch these issued proactively going = forward. I will put some time on the calendar for us to connect.=20 =20 =20 Thank you, Kristy Poyner Billing Manager =20 Upcoming Time Off: April 4th 2025 =20 =20 =20 From: Joey Taylor =20 Sent: Thursday, February 13, 2025 8:45 AM To: kristy.poyner@thekey.com Cc: TheKey Billing ; Timothy Thomas ; = Michelle Schefter Subject: Re: Montreal Credit - Nicodemo Alfino =20 Good Morning, Yes, the credit is still valid. The client will be issued 3 weeks of = credits (this week being week 2 of 3) due to an overpayment on Cheques = Emploie services. The dates these issues occurred happened from: October = 6th to November 3rd, 2024. This is a tier 1 client threatening to end services so unfortunately = these credits do need to be guaranteed on the invoices upon request. Let = me know who I can speak to if this is not the case. Please let me know as soon as the credit for last week's invoice has = been issued so I can advise the family. Thank you,=20 =20 On Wed, Feb 12, 2025 at 8:33=E2=80=AFPM > wrote: Hi Joseph,=20 =20 I=E2=80=99m currently looking into the delay and will follow up on that = end once I have more information. =20 In the meantime, I noticed that this client received a credit for a = similar reason last week. I=E2=80=99ve attached last week=E2=80=99s = email communications for reference. Please confirm whether this credit = request is still valid. If yes, please specify the dates of service = being credited for documentation purposes. =20 Also, please note that clients should not be guaranteed that credits = will reflect on their invoices immediately upon issuance. Our weekly = invoicing audits, review and finalization processes, and pre-invoicing = checks which span across all TheKey locations take priority. Credits are = processed as quickly as possible, with a focus on ensuring they are = issued before scheduled auto-payments for our net 2 term clients on = Fridays. =20 =20 Thank you, Kristy Poyner Billing Manager =20 Upcoming Time Off: April 4th 2025 =20 =20 =20 From: Joey Taylor >=20 Sent: Wednesday, February 12, 2025 4:19 PM To: TheKey Billing >; = Kristy Poyner >; Timothy Thomas > Subject: Re: Montreal Credit - Nicodemo Alfino =20 Good Afternoon, =20 This was not done. Client is very upset and threatening to end care.=20 @kristy I was advised last week not to do my own adjustments for clients = credits but if I am advising billing I am expecti