This is a multipart message in MIME format. ------=_NextPart_000_0462_01D9EC8F.E08A9FC0 Content-Type: multipart/alternative; boundary="----=_NextPart_001_0463_01D9EC8F.E08AC6D0" ------=_NextPart_001_0463_01D9EC8F.E08AC6D0 Content-Type: text/plain; charset="utf-8" Content-Transfer-Encoding: quoted-printable Hi Tim, =20 I have spoke with Vashon and Sumira regarding this issue. What we have = figured out is that Converge automatically recharges any items declined = the 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 directly regarding this apologize and ask if they would like a = refund or to use this amount toward the next invoice. Now that this is = something we are aware of in the future this should not happen.=20 =20 Please let me know if you would like to discuss further or if any other = issues come up.=20 =20 Thanks, =20 =20 Lisa Barker=20 Manager, Accounts Receivable lisa.barker@thekey.com =20 =20 =20 =20 =20 =20 =20 From: Sumira Suthesan =20 Sent: Thursday, September 21, 2023 12:58 PM To: eclark@thekey.com Cc: Gerard Draetta ; lisa.barker@thekey.com; = Kristy Poyner ; Lito Delapena = ; Timothy Thomas Subject: Re: FW: Year to date statement required ASAP =20 Hi Tim, =20 I applied the overpayments in QB. Currently Penny Casey has a credit on file for $5500.26 =20 Should I contact the client or will Helpdesk contact them in regards to = the double charge? =20 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. =20 =20 Thanks, =20 Sumira Suthesan Accounts Receivable Specialist T: 438-230-3887 ext.1070006 www.TheKey.com =20 =20 =20 On Thu, Sep 21, 2023 at 9:30=E2=80=AFAM > wrote: Hi Gerard and Lisa =20 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.=20 =20 Elizabeth Clark=20 Director, CI & Transformation Long Term Care Insurance, Onboarding =20 TheKey =20 =20 =20 From: Timothy Thomas >=20 Sent: Thursday, September 21, 2023 8:49 AM To: Sumira Suthesan > Subject: Re: Year to date statement required ASAP =20 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 and have a credit on the account or reimburse the = difference. With an apology. If there are any NSF fees we should cover = them as well.=20 =20 On Thu, Sep 21, 2023 at 11:39=E2=80=AFAM Sumira Suthesan = wrote: Hi Tim, =20 I looked into converge. So I'm confused because it shows that the payment declined due to =