Re: Client - Jocelyne Monty (Montreal)

--Apple-Mail-CAF5BDF1-7FDE-4A8B-BA73-395B44F82E2A Content-Type: text/html; charset=utf-8 Content-Transfer-Encoding: quoted-printable Nothing would be different for anyone sendi= ng money to the bank, we can=E2=80=99t re-route or change that and we haven=E2= =80=99t closed any bank accounts. I will look into this a= bit and let you know if anything stands out to me. My gut that she feels he= r funds were not applied or misapplied and she=E2=80=99s noticed now that we= =E2=80=99ve resent invoices with her balance due, but I will need to validat= e that. If you can reach out in the interim and pro= vide her the French FAQ, let her know we=E2=80=99re looking into it, that ma= y help.&nbsp; The FAQ says too, she doesn=E2=80=99t= have to use the online portal. Pardon my brevity, Sent from my iPh= one On May 16, 2024, at 6= :37=E2=80=AFAM, Joey Taylor &lt;joey.taylor@thekey.com&gt; wrote: =EF=BB=BF Hey Elizabeth, I don't believe this was EFT, it's a wire pay= ment. She was a client before I started with TheKey so this has been set up f= or a long time.&nbsp; Would something&nbsp;be different for a wire payme= nt? On Thu, May 16, 2024 at 9:34=E2=80=AFAM Elizabeth Clark &lt; eclark@thekey.com &gt; wrote: Hi Joey = Do you happen to know more about her last payment that did someth= ing different? We don=E2=80=99t have the ability to change where an etransfe= r is sent, and she doesn=E2=80=99t have to use VP as we=E2=80=99ve shared on= calls, so I want to make sure we=E2=80=99re compartmentalizing her feedback= and deescalating where we can.&nbsp; She can get t= he email, view the PDF attached, and send etransfer like usual (although we a= re going to redirect those to the Vancouver bank here shortly). Any additional context you can provide would be super helpful, e= specially if her English is a bit limited.&nbsp; Ha= ppy to get on a conference call with her and you too, if needed.&nbsp; = Pardon my brevity, Sent from my iPhone On May 16, 2024, at 6:29=E2=80=AFAM= , Joey Taylor &lt; joey.taylor@thekey.com &gt; wrote: =EF=BB=BF Good Morning= , I have an issue with a current client (tier 1 VIP client). They nor= mally pay by wire transfer. Her last payment&nbsp;did something different an= d she is very upset (it went to a different area and she does not understand= ). She wants to continue paying by wire.&nbsp; The calle= r is Lise who handles the Monty family finances. She speaks some English. Sh= e would like a call back from someone from billing to explain what happened a= nd the process going forward with her wire transfers. She is not a fan of Ve= rsaPay as it's complicated for someone her age she expressed.&nbsp; L= ise: 514-972-0900 If someone can call her urgently who has access to a= ll this information.&nbsp; Joey Taylor Directeu= r G=C3=A9n=C3=A9ral/ General Manager 514-907-5065 <a hre= f=3D"https://thekey.ca/" ta