--000000000000df1fe30603a25fbf Content-Type: multipart/alternative; boundary="000000000000df1fe10603a25fbe" --000000000000df1fe10603a25fbe Content-Type: text/plain; charset="UTF-8" Content-Transfer-Encoding: quoted-printable Sorry for the autocorrect Michelle Hudgins is what I meant to type. On Wed, Aug 23, 2023 at 11:54 PM Cheryl Cartwright wrote: > The concern is that they are receiving calls from collections about the > fact they owe money and they don=E2=80=99t know how that is possible when= we have > automatic billing. Several clients have received these calls lately. > Michelle Huggins has been working with us (particularly in Vancouver) to > understand why this is happening. > > If the account is up to date why is a call being made? > > Thanks for your help with this. > > Cheryl > > On Wed, Aug 23, 2023 at 11:52 PM wrote: > >> Hi Cheryl- >> >> >> >> Garabet=E2=80=99s payments have all been taken, the account is current. = Help Desk >> can connect with the customer tomorrow to clarify but anything you can a= dd >> would be helpful as I am not sure where the concern is coming from. >> >> >> >> >> >> *From:* Cheryl Cartwright >> *Sent:* Wednesday, August 23, 2023 6:20 PM >> *To:* Timothy Thomas ; TheKey Billing ; >> Elizabeth Clark ; Michelle Kenaga > michelle.kenaga@thekey.com> >> *Subject:* Fwd: Billing issues >> >> >> >> We have been hearing similar complaints across Canada over the last week >> or so. I know you were looking into this in Calgary. I had two additiona= l >> calls about this today and am forwarding you an email about two other >> clients in Ontario. >> >> >> >> -Cheryl >> >> ---------- Forwarded message --------- >> From: *Poulami Shah* >> Date: Wed, Aug 23, 2023 at 6:45=E2=80=AFPM >> Subject: Billing issues >> To: Cheryl Cartwright >> >> >> >> Hi Cheryl, >> >> >> >> Just wanted to let you know that Collection department called our >> client's Maria >> Papaioannou daughter Eirine and was enquiring about why payments have no= t >> been made. Eirine was infuriated and she said all the payment informatio= n >> has been provided and payment has not been debited since the start of th= e >> service i.e. on July 5th. She also said that the collection department h= as >> connected her with the billing department and they are working towards >> resolving this issue. But she was very upset about getting a collection >> call, so she has let me know. >> >> Also another client, Garabet's POA Artin, said that payments were not >> deducted, I connected him with billing, I am not sure whether payment ha= s >> gone through. The client mentioned that "The Key seems to be not >> interested in taking payments". >> >> >> >> *Best regards* >> >> *Pauli Shah* >> >> *Client Success Manager* >> >> *Direct: 289-412-1441* >> >> *Office: 905-337-1200* >> >> >> >> *TheKey.ca* >> >> >> >> [image: Image removed by sender. TheKey] >> >> >> > --000000000000df1fe10603a25fbe Content-Type: text/html; charset="UTF-8" Content-Transfer-Encoding: quoted-printable