--000000000000d4dadd0612f44de0 Content-Type: text/plain; charset="UTF-8" Content-Transfer-Encoding: quoted-printable Hi, We addressed it today. Lito and I had a call. I am just waiting for the paid invoices to send to the client so she can understand her withdrawals. 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 On Tue, Mar 5, 2024 at 6:36=E2=80=AFPM Timothy Thomas wrote= : > Shawntel have you heard back yet? > > If not, Lito can you please resolve this asap. I=E2=80=99m concerned we= =E2=80=99re loosing > out on revenue here. > > Thanks. > > Tim Thomas > Head of Canada Division > *Please note my email has changed:* > tt@TheKey.com > (514) 591-9387 > TheKey.ca > [image: TheKey] > > > On Mon, Mar 4, 2024 at 10:06=E2=80=AFAM Shawntel Sousa wrote: > >> Hi team, >> >> Can we please provide answers as quickly as possible? >> >> 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 >> >> >> On Mon, Mar 4, 2024 at 10:56=E2=80=AFAM sue questcommunications.ca > sue@questcommunications.ca> wrote: >> >>> Thanks Shawntel. >>> >>> Seeing this random debit, I pulled up all the PAD debits since Jan 1. >>> They do not support the explanation that all hours are charged to CDHC >>> first.in fact, i have been billed and PADs taken since January 1. >>> >>> In January and February, there were 4 PADs covering hours from January = 1 >>> through February 8 plus the random PAD March 1. It wasn't until Feb 28 = PAD >>> that daytime hours were included in the invoice. I thought there was a >>> billing system in place; this seems random. >>> >>> Clearly billing is charging CDHC and me simultaneously. Since that is >>> the case, my monthly allotment of CDHC hours should almost cover the >>> daytime hours (31 days x 8 hours =3D 248) except for 12 hours. Which br= ings >>> me back to my original point: I should not be charged for all daytime h= ours >>> for the last 8 days of January. >>> >>> I have no way of verifying if the PADs are accurate because I have no >>> information on what has been billed to CDHC on my behalf. Please provid= e >>> copies of the CDHC invoices so we can get this straightened out. >>> >>> Thank you >>> Sue McMaster >>> >>> On Mar 4, 2024, at 8:01=E2=80=AFAM, Shawntel Sousa = wrote: >>> >>> =EF=BB=BF >>> Hi Sue, m >>> I have asked billing for the reasoning behind this payment and I will >>> follow up as soon as I have the answer. >>> >>> 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 >>> >>> >>> On Sat, Mar 2, 2024 at 12:13=E2=80=AFPM sue questcommunications.ca >> sue@questcommuni