----==_mimepart_6669e1b6e2dc1_21e3fb9b4524a88113537972 Content-Type: text/plain; charset=UTF-8 Content-Transfer-Encoding: quoted-printable Hi Shawntel,=C2=A0 We are having to get the invoicing team involved i= n this reconciliation because of changes made in March on the account.=C2= =A0 Sorry it's taking longer than expected. Thanks, Cathy=C2=A0 = Billing Help Desk billing@thekey.com 1-866-226-1702 8:00AM-5:00PM ES= T Monday-Friday = = On Wed, 5 Jun at 5:59 PM , Shawntel Sousa wrote: Hi, = = I kindly ask you to email the daughter and let her know that. Kindly inc= lude at minimum myself and Chuck in the communication so we are aware of = the progress as it is me that the clients and families take their frustra= tions out on.=C2=A0 = = The email is=C2=A0 = townleyco@gmail.com and her name is Colleen.=C2=A0 = = Thank you for your help with this.=C2=A0=C2=A0 = Best Regards, Shawntel Sousa, LPN Client Success Manager TheKey Cal= gary Office number: (403) 301-3777 Winnipeg Office Number: (204) 489-6000= Mobile number: (403) 305-6588 = = = = = = = = On Wed, Jun 5, 2024 at 3:42=E2=80=AFPM Lito Delapena wrote: = = = = = Hi Shawntel,=C2=A0 = = Apologies if you had missed my response to Tim upon being looped into th= is inquiry, =C2=A0while we understand the urgency of this inquiry we are = going to need to pull invoices for Sue along with CDHC invoices (due to t= he authorization) to complete the requests. = = More than happy to review all the findings with you prior to sending it = over to Sue's daughter. Will let you know when we have it all for you = = = = = Thanks,=C2=A0 = = = = Lito Delapena = Help Desk Manager = Billing@thekey.com = 866-226-1702 = = = = = On Wed, 5 Jun at 5:25 PM , Shawntel Sousa wrote: Hi team, = = The daughter of this client is getting extremely frustrated. I just rece= ived another email from her extremely mad that this is taking so long to = manage. = = As indicated in the previous email, I do require a full statement of acc= ount from what was billed from January to current. The statement sent doe= s not break anything down. She would like to see all charges, what was se= nt to and paid for by CdHc and then what the client portion is. There are= missing dates in the invoice for April, which don=E2=80=99t make any sen= se to the Daughter. The Daughter would also like all invoices from Januar= y to current. She would like a reconciliation done on the account to ensu= re that they were not double billed because the amount of withdrawals on = their account doesn=E2=80=99t make sense and it isn=E2=80=99t the first t= ime that this is happened so she is quite concerned that it has happened = again.=C2=A0 = = I would like to consider this as an urgent priority as it=E2=80=99s been= a few days in asking for this information and the daughter is very upset= with the amount of money coming out of her account. We have received no = responses back today in regards to this additional request to look into i= t a bit deeper and requesting for