Re: 146691 Mary Albo CDHC & 146984 Ray Albo CDHC - Collection of Overdue Balances of $9,588.78 & $8,168.41 (2025 Balances) - [#1393849]

Hi All,

I just spoke with Candice and she is +++ upset and would like to only speak
with Lito about billing going forward - she felt that herself and Marc did
not understand each other and she is not comfortable with speaking with
Marc going forward. Please understand that this client is very complex.

Candice plans to pay the outstanding amount but she wants to cross
reference to ensure that this is accurate - she is also +++ upset that this
was not caught, I let her know that we cannot control when Blue Cross
denies a claim, we can only proceed forward.

She seemed happy with our conversation but would like to speak with Lito
and cross reference what she owes us.

Thank you for all your efforts Marc, this one will be a challenging one.

*Respectfully, *

*Shawntel Sousa, LPN*

Client Success Manager | TheKey

Mobile: 403-305-6588 Office: 403-301-3777


<http://www.thekey.com>



On Wed, Jan 21, 2026 at 11:43 AM Marc Atkinson <collectionsteam@thekey.com>
wrote:

> ​Good Afternoon,
>
> I just had a 15 minute conversation with Candice Albo concerning the 2025
> balances that were just moved over from CDHC to the Albos' private pay
> accounts.
>
> All in all, she still does not understand why we are billing them for
> services in 2025 and is blaming our accounting department for "not having
> our information and billing in order at the time this originally occurred".
>
> I did my best to explain why these funds are owed to us and she is
> disputing the balances for multiple reasons:
>
> 1. She claims she does not know who to pay and believes our company has
> changed hands (ownership) multiple times in the last year. I explained that
> it has not but she disagrees and claims she has proof of it. I feel she
> will not send us anything to substantiate these claims.
> 2. She claims she already paid what we invoiced. I explained to her that
> they were only invoiced for the rate difference between the rate the CDHC
> covers vs. the total rate charged to them, but she could not confirm this.
> She advised that she doesn't have time to look at the invoices and does not
> know what I mean when I explained the rate difference. She kept saying that
> the invoices we initially sent to her were incomplete and did not contain
> all information. I explained why this was, that everything other than the
> rate difference was billed to the CDHC. She blames us for not providing her
> with the complete information in a timelier manner.
> 3. She believes we are "taking advantage of elderly people who cannot
> defend themselves" and she is under the impression that this is what we are
> doing in this matter.
>
> We went back and forth on everything and she advised us not to contact her
> about this anymore and that any further communication concerning any
> balances from 2025 will need to be between us and her attorney. She
> confirmed that all documentation regarding the 2025 balances are being
> looked at by their accountant and attorney and that she will not proceed in
> any capacity, until they advise her on what to do. I asked her to confirm
> if she has the 2025 invoices that were just moved over and advised they
> were sent to her through Versapay. For some reason, she ignored this
> question and wouldn't answer it.
>
> I checked VP while on the phone with her and confirmed that the invoices
> were emailed to her but they were never opened. Thus, I feel she does not
> have any of the actual invoices or information concerning the 2025 balances.
>
> ​At this time, I feel we need to come to a decision on how to proceed.
> Billing is not privy to the Albos' influence in the Calgary area and if
> pursuing the balances will create a bad reputation for us. The money is
> truly owed on their end, but she disagrees and it might take us a while to
> be able to collect in full, especially if we need to proceed through legal
> channels.
>
> Seen below are the statements of the open balances and attached are the
> open invoices. Perhaps your office can email the invoices and statement to
> her, so she sees what they are being billed? I can email them to her if you
> would like for me to do so, but she already told me (and Billing) not to
> contact her anymore.
>
> Please review and advise on how your office feels we should proceed with
> collections.
>
> Thank you.
>
> *146691 Mary Albo CDHC*
>
> Invoice Number
> Invoice Date
> Invoice Amount
> Amount Paid
> Amount Remaining
> Due Date
> Service Start Date
> Service End Date
> 1226395 1/15/2025 $263.12 $0.00 $263.12 2/15/2026 1/1/2025 1/8/2025
> 1226396 1/29/2025 $537.76 $0.00 $537.76 2/15/2026 1/13/2025 1/22/2025
> 1226397 2/12/2025 $382.48 $0.00 $382.48 2/15/2026 1/27/2025 2/5/2025
> 1226399 2/26/2025 $362.99 $0.00 $362.99 2/15/2026 2/10/2025 2/19/2025
> 1226398 3/12/2025 $537.76 $0.00 $537.76 2/15/2026 2/24/2025 3/5/2025
> 1226400 3/26/2025 $537.76 $0.00 $537.76 2/15/2026 3/10/2025 3/19/2025
> 1226401 4/9/2025 $382.48 $0.00 $382.48 2/15/2026 3/24/2025 3/31/2025
> 1226402 4/23/2025 $502.47 $0.00 $502.47 2/15/2026 4/7/2025 4/17/2025
> 1226403 5/7/2025 $403.32 $0.00 $403.32 2/15/2026 4/21/2025 4/30/2025
> 1226404 5/21/2025 $134.44 $0.00 $134.44 2/15/2026 5/5/2025 5/15/2025
> 1226405 6/4/2025 $516.92 $0.00 $516.92 2/15/2026 5/19/2025 5/29/2025
> 1226406 7/2/2025 $537.76 $0.00 $537.76 2/15/2026 6/16/2025 6/27/2025
> 1226407 7/16/2025 $67.22 $0.00 $67.22 2/15/2026 6/30/2025 6/30/2025
> 1226409 7/30/2025 $537.76 $0.00 $537.76 2/15/2026 7/14/2025 7/25/2025
> 1226408 8/13/2025 $516.92 $0.00 $516.92 2/15/2026 7/28/2025 8/7/2025
> 1226411 8/27/2025 $537.76 $0.00 $537.76 2/15/2026 8/11/2025 8/22/2025
> 1226410 9/10/2025 $268.88 $0.00 $268.88 2/15/2026 8/25/2025 8/29/2025
> 1226412 10/8/2025 $336.10 $0.00 $336.10 2/15/2026 9/22/2025 9/29/2025
> 1226414 10/22/2025 $544.48 $0.00 $544.48 2/15/2026 10/6/2025 10/16/2025
> 1226413 11/5/2025 $455.32 $0.00 $455.32 2/15/2026 10/20/2025 10/29/2025
> 1226416 11/19/2025 $544.48 $0.00 $544.48 2/15/2026 11/3/2025 11/14/2025
> 1226417 12/3/2025 $544.48 $0.00 $544.48 2/15/2026 11/17/2025 11/28/2025
> 1226415 12/17/2025 $136.12 $0.00 $136.12 2/15/2026 12/11/2025 12/12/2025
>
>
>
>
>
>
>
>
>
>
>
>
> $9,588.78
>
>
>
> *146984 Ray Albo CDHC*
>
> Invoice Number
> Invoice Date
> Invoice Amount
> Amount Paid
> Amount Remaining
> Due Date
> Days Overdue
> Service Start Date
> Service End Date
> 1226376 1/29/2025 $537.76 $0.00 $537.76 2/15/2026 0 1/16/2025 1/24/2025
> 1226377 2/12/2025 $268.88 $0.00 $268.88 2/15/2026 0 1/30/2025 1/31/2025
> 1226375 3/12/2025 $268.88 $0.00 $268.88 2/15/2026 0 2/27/2025 2/28/2025
> 1226378 3/26/2025 $537.76 $0.00 $537.76 2/15/2026 0 3/13/2025 3/21/2025
> 1226374 4/9/2025 $268.88 $0.00 $268.88 2/15/2026 0 3/27/2025 3/28/2025
> 1226379 4/23/2025 $67.22 $0.00 $67.22 2/15/2026 0 4/9/2025 4/14/2025
> 1226380 5/7/2025 $403.32 $0.00 $403.32 2/15/2026 0 4/21/2025 4/30/2025
> 1226382 5/21/2025 $941.08 $0.00 $941.08 2/15/2026 0 5/5/2025 5/16/2025
> 1226381 6/4/2025 $537.76 $0.00 $537.76 2/15/2026 0 5/19/2025 5/29/2025
> 1226383 6/18/2025 $470.54 $0.00 $470.54 2/15/2026 0 6/2/2025 6/13/2025
> 1226386 7/2/2025 $537.76 $0.00 $537.76 2/15/2026 0 6/16/2025 6/27/2025
> 1226384 8/13/2025 $160.92 $0.00 $160.92 2/15/2026 0 7/28/2025 7/31/2025
> 1226385 9/10/2025 $268.88 $0.00 $268.88 2/15/2026 0 8/25/2025 8/29/2025
> 1226388 9/24/2025 $537.76 $0.00 $537.76 2/15/2026 0 9/8/2025 9/19/2025
> 1226387 10/8/2025 $336.10 $0.00 $336.10 2/15/2026 0 9/22/2025 9/29/2025
> 1226389 10/22/2025 $306.27 $0.00 $306.27 2/15/2026 0 10/6/2025 10/14/2025
> 1226391 11/5/2025 $544.48 $0.00 $544.48 2/15/2026 0 10/20/2025 10/31/2025
> 1226392 11/19/2025 $68.06 $0.00 $68.06 2/15/2026 0 11/3/2025 11/13/2025
> 1226393 12/3/2025 $663.59 $0.00 $663.59 2/15/2026 0 11/17/2025 11/28/2025
> 1226390 12/17/2025 $204.18 $0.00 $204.18 2/15/2026 0 12/5/2025 12/10/2025
> 1226394 12/31/2025 $206.57 $0.00 $206.57 2/15/2026 0 12/22/2025 12/24/2025
> 1226207 1/14/2026 $31.76 $0.00 $31.76 1/16/2026 5 1/5/2026 1/9/2026
>
>
>
>
>
>
>
>
>
>
>
>
>
> $8,168.41
>
>
>
>
> Regards,
>
> Marc Atkinson
> Team Leader
> Customer Contact & Collections Center
> 866-226-1702 - Main Line
> 239-264-1290 - Direct Line
> marc.atkinson@thekey.com
>
> [image: logo-the-key.svg]
>
> On Wed, 21 Jan at 1:15 PM , 146691 Mary Albo CDHC & 146984 Ray Albo CDHC <
> candicea@shaw.ca> wrote:
> Called 403-861-0203 to speak to Candice Albo concerning the balance due
> and the unapplied funds on both clients' accounts.
>
> She claims she does not understand why she owes the funds to us and
> believes
>
> *146691 Mary Albo CDHC*
>
>
> Invoice Number
> Invoice Date
> Invoice Amount
> Amount Paid
> Amount Remaining
> Due Date
> Service Start Date
> Service End Date
> 1226395 1/15/2025 $263.12 $0.00 $263.12 2/15/2026 1/1/2025 1/8/2025
> 1226396 1/29/2025 $537.76 $0.00 $537.76 2/15/2026 1/13/2025 1/22/2025
> 1226397 2/12/2025 $382.48 $0.00 $382.48 2/15/2026 1/27/2025 2/5/2025
> 1226399 2/26/2025 $362.99 $0.00 $362.99 2/15/2026 2/10/2025 2/19/2025
> 1226398 3/12/2025 $537.76 $0.00 $537.76 2/15/2026 2/24/2025 3/5/2025
> 1226400 3/26/2025 $537.76 $0.00 $537.76 2/15/2026 3/10/2025 3/19/2025
> 1226401 4/9/2025 $382.48 $0.00 $382.48 2/15/2026 3/24/2025 3/31/2025
> 1226402 4/23/2025 $502.47 $0.00 $502.47 2/15/2026 4/7/2025 4/17/2025
> 1226403 5/7/2025 $403.32 $0.00 $403.32 2/15/2026 4/21/2025 4/30/2025
> 1226404 5/21/2025 $134.44 $0.00 $134.44 2/15/2026 5/5/2025 5/15/2025
> 1226405 6/4/2025 $516.92 $0.00 $516.92 2/15/2026 5/19/2025 5/29/2025
> 1226406 7/2/2025 $537.76 $0.00 $537.76 2/15/2026 6/16/2025 6/27/2025
> 1226407 7/16/2025 $67.22 $0.00 $67.22 2/15/2026 6/30/2025 6/30/2025
> 1226409 7/30/2025 $537.76 $0.00 $537.76 2/15/2026 7/14/2025 7/25/2025
> 1226408 8/13/2025 $516.92 $0.00 $516.92 2/15/2026 7/28/2025 8/7/2025
> 1226411 8/27/2025 $537.76 $0.00 $537.76 2/15/2026 8/11/2025 8/22/2025
> 1226410 9/10/2025 $268.88 $0.00 $268.88 2/15/2026 8/25/2025 8/29/2025
> 1226412 10/8/2025 $336.10 $0.00 $336.10 2/15/2026 9/22/2025 9/29/2025
> 1226414 10/22/2025 $544.48 $0.00 $544.48 2/15/2026 10/6/2025 10/16/2025
> 1226413 11/5/2025 $455.32 $0.00 $455.32 2/15/2026 10/20/2025 10/29/2025
> 1226416 11/19/2025 $544.48 $0.00 $544.48 2/15/2026 11/3/2025 11/14/2025
> 1226417 12/3/2025 $544.48 $0.00 $544.48 2/15/2026 11/17/2025 11/28/2025
> 1226415 12/17/2025 $136.12 $0.00 $136.12 2/15/2026 12/11/2025 12/12/2025
>
>
>
>
>
>
>
>
>
>
>
>
> $9,588.78
>
>
> Unapplied Funds
>
>
>
>
>
>
> 11/19/2025 $475.19
>
>
>
>
>
> 1/19/2026 $272.24
>
>
>
>
>
>
> $747.43
>
>
>
>
>
>
>
>
> *146984 Ray Albo CDHC*
>
>
> Invoice Number
> Invoice Date
> Invoice Amount
> Amount Paid
> Amount Remaining
> Due Date
> Days Overdue
> Service Start Date
> Service End Date
> 1226376 1/29/2025 $537.76 $0.00 $537.76 2/15/2026 0 1/16/2025 1/24/2025
> 1226377 2/12/2025 $268.88 $0.00 $268.88 2/15/2026 0 1/30/2025 1/31/2025
> 1226375 3/12/2025 $268.88 $0.00 $268.88 2/15/2026 0 2/27/2025 2/28/2025
> 1226378 3/26/2025 $537.76 $0.00 $537.76 2/15/2026 0 3/13/2025 3/21/2025
> 1226374 4/9/2025 $268.88 $0.00 $268.88 2/15/2026 0 3/27/2025 3/28/2025
> 1226379 4/23/2025 $67.22 $0.00 $67.22 2/15/2026 0 4/9/2025 4/14/2025
> 1226380 5/7/2025 $403.32 $0.00 $403.32 2/15/2026 0 4/21/2025 4/30/2025
> 1226382 5/21/2025 $941.08 $0.00 $941.08 2/15/2026 0 5/5/2025 5/16/2025
> 1226381 6/4/2025 $537.76 $0.00 $537.76 2/15/2026 0 5/19/2025 5/29/2025
> 1226383 6/18/2025 $470.54 $0.00 $470.54 2/15/2026 0 6/2/2025 6/13/2025
> 1226386 7/2/2025 $537.76 $0.00 $537.76 2/15/2026 0 6/16/2025 6/27/2025
> 1226384 8/13/2025 $160.92 $0.00 $160.92 2/15/2026 0 7/28/2025 7/31/2025
> 1226385 9/10/2025 $268.88 $0.00 $268.88 2/15/2026 0 8/25/2025 8/29/2025
> 1226388 9/24/2025 $537.76 $0.00 $537.76 2/15/2026 0 9/8/2025 9/19/2025
> 1226387 10/8/2025 $336.10 $0.00 $336.10 2/15/2026 0 9/22/2025 9/29/2025
> 1226389 10/22/2025 $306.27 $0.00 $306.27 2/15/2026 0 10/6/2025 10/14/2025
> 1226391 11/5/2025 $544.48 $0.00 $544.48 2/15/2026 0 10/20/2025 10/31/2025
> 1226392 11/19/2025 $68.06 $0.00 $68.06 2/15/2026 0 11/3/2025 11/13/2025
> 1226393 12/3/2025 $663.59 $0.00 $663.59 2/15/2026 0 11/17/2025 11/28/2025
> 1226390 12/17/2025 $204.18 $0.00 $204.18 2/15/2026 0 12/5/2025 12/10/2025
> 1226394 12/31/2025 $206.57 $0.00 $206.57 2/15/2026 0 12/22/2025 12/24/2025
> 1226207 1/14/2026 $31.76 $0.00 $31.76 1/16/2026 5 1/5/2026 1/9/2026
>
>
>
>
>
>
>
>
>
>
>
>
>
> $8,168.41
>
>
>
>
>
>
>
>
>
>
>
>
> Unapplied Funds
>
>
>
>
>
>
>
> 1/19/2026 $304.00
>
>
>
>
>
>
> 1/19/2026 $731.66
>
>
>
>
>
>
> 1/19/2026 $616.48
>
>
>
>
>
>
>
> $1,652.14
>
>
>
>
>
>
>
> 1393849:611100
>