----==_mimepart_650b41cc9cd9e_1f22ad202eb784c246522d2 Content-Type: text/plain; charset=UTF-8 Content-Transfer-Encoding: 7bit Hello Mr. McFadyen, We apologize for the improper charge of $3,035.67 to your Royal Bank of Canada checking account ending in 3160, and have gone ahead and issued a refund for this amount on 9/20. Please allow 3 to 7 business days from 9/20 to see these funds reflected back into your checking account. As of 6/1/23, our billing process with the CDHC has changed. Your wife Mrs. Gail McFadyen is only going to be billed for her monthly portion of responsibility for care, while the CDHC's monthly portion of responsibility will be billed directly to them. Everytime you see an invoice issued to your wife's account, it's only going to entail what the CDHC is not covering, and is thus your valid charge for the month. Before 6/1/23, we billed all charges directly to your account, and the CDHC then paid their portion. This is no longer the case, as the CDHC is going to receive an invoice every month for their portion. We hope this clears everything up. Please let us know if you need any further assistance. Thank you! Regards, Marc Atkinson Billing Help Desk 866-226-1702 billing@thekey.com 8:00AM-5:00PM EST Monday-Friday ----==_mimepart_650b41cc9cd9e_1f22ad202eb784c246522d2 Content-Type: text/html; charset=UTF-8 Content-Transfer-Encoding: 7bit Hello Mr. McFadyen, We apologize for the improper charge of $3,035.67 to your Royal Bank of Canada checking account ending in 3160, and have gone ahead and issued a refund for this amount on 9/20. Please allow 3 to 7 business days from 9/20 to see these funds reflected back into your checking account. As of 6/1/23, our billing process with the CDHC has changed. Your wife Mrs. Gail McFadyen is only going to be billed for her monthly portion of responsibility for care, while the CDHC's monthly portion of responsibility will be billed directly to them. Everytime you see an invoice issued to your wife's account, it's only going to entail what the CDHC is not covering, and is thus your valid charge for the month. Before 6/1/23, we billed all charges directly to your account, and the CDHC then paid their portion. This is no longer the case, as the CDHC is going to receive an invoice every month for their portion. We hope this clears everything up. Please let us know if you need any further assistance. Thank you! Regards, Marc Atkinson Billing Help Desk 866-226-1702 billing@thekey.com 8:00AM-5:00PM EST Monday-Friday 463017:611100 ----==_mimepart_650b41cc9cd9e_1f22ad202eb784c246522d2--