--000000000000819d050605e2da57 Content-Type: multipart/alternative; boundary="000000000000819d050605e2da56" --000000000000819d050605e2da56 Content-Type: text/plain; charset="UTF-8" Content-Transfer-Encoding: quoted-printable Hi all, I couldn't reach Kelly (Penny's daughter) or her son via phone so I left voicemails and just sent an email to them both. I will keep you posted when clients respond. On Thu, Sep 21, 2023 at 2:31=E2=80=AFPM wrote: > Hi Tim, > > > > I have spoke with Vashon and Sumira regarding this issue. What we have > figured out is that Converge automatically recharges any items declined t= he > next day. Sumira was not aware of this, so she sent the charges through > again when she processed for Montreal. The client now has a credit of > $5500.26 on the account. I have asked Vashon to contact the client direct= ly > regarding this apologize and ask if they would like a refund or to use th= is > amount toward the next invoice. Now that this is something we are aware o= f > in the future this should not happen. > > > > Please let me know if you would like to discuss further or if any other > issues come up. > > > > Thanks, > > > > > > *Lisa Barker* > > Manager, Accounts Receivable > > lisa.barker@thekey.com > > [image: TheKey] > > > > > > > > > > > > *From:* Sumira Suthesan > *Sent:* Thursday, September 21, 2023 12:58 PM > *To:* eclark@thekey.com > *Cc:* Gerard Draetta ; lisa.barker@thekey.com; > Kristy Poyner ; Lito Delapena lito.delapena@thekey.com>; Timothy Thomas > *Subject:* Re: FW: Year to date statement required ASAP > > > > Hi Tim, > > > > I applied the overpayments in QB. > > Currently Penny Casey has a credit on file for $5500.26 > > > > Should I contact the client or will Helpdesk contact them in regards to > the double charge? > > > > In regards to the declined payments, I don't know if converge tries again > to process the payment even after it was declined once. > > A couple of these clients show declined payments on different dates, even > if we only put the payment through once. > > > > > > Thanks, > > > > > *Sumira Suthesan* > Accounts Receivable Specialist > > T: 438-230-3887 ext.1070006 > www.TheKey.com > [image: TheKey] > > > > > > On Thu, Sep 21, 2023 at 9:30=E2=80=AFAM wrote: > > Hi Gerard and Lisa > > > > Can you step in and help Sumira take this one to the finish line for Tim? > At this time she should be focused primarily on Billing, so we need these > YTD statement requests managed by Collections or Help Desk but if these > came back declined, Lisa should weigh in too. > > > > Elizabeth Clark > > *Director, CI & Transformation* > > *Long Term Care Insurance, Onboarding* > > > > *TheKey* > > > > > > > > *From:* Timothy Thomas > *Sent:* Thursday, September 21, 2023 8:49 AM > *To:* Sumira Suthesan > *Subject:* Re: Year to date statement required ASAP > > > > That is very concerning. Can we verify if anything like that has happened > before? We need to ask them how they would like to proceed. Apply the > payment