--000000000000b3f2d50642b4a855 Content-Type: multipart/alternative; boundary="000000000000b3f2d50642b4a854" --000000000000b3f2d50642b4a854 Content-Type: text/plain; charset="UTF-8" Content-Transfer-Encoding: quoted-printable HI Diane, Thank you for the update and glad to hear that she will be sending her check payments directly to our Lockbox. This will definitely shorten the receipt and allow us to receive the payments timely and get those applied accordingly. The late notifications are automated from our Versapay portal and only go out when the account hits 15 days past due. With the checks being sent directly to our lockbox, it'll cut down processing time tremendously and her invoices should never reach that 15 day past due date for the automation. Please let me know if you have any questions Thank you, Lito Delapena Customer Contact and Collections Manager | TheKey Mobile: 619-722-8561 On Mon, Nov 3, 2025 at 10:00=E2=80=AFAM Diane Mockenhaupt wrote: > Good Morning, > > I spoke to Ms. Rozoff this morning. Starting with this week's invoice, sh= e > will mail them directly to the P.O. box in Dallas. > She mailed last week's invoice to the office. I will mail it as soon as i= t > is received. > I let her know the terms will not be adjusted, as we assume her check wil= l > arrive and be applied within 10 days. > She will contact the Billing Department directly if she has any questions > regarding her invoices. Please refrain from emailing her to suggest she = is > late with payments and at risk of service suspension until after her next > invoice is issued. We can predict her most recent payment will be delayed > by a few days. Those emails are very upsetting for her. > > All the best, > Diane > > On Fri, Oct 31, 2025 at 4:23=E2=80=AFPM Michelle Schefter michelle.kenaga@thekey.com> wrote: > >> Hi Diane, >> I agree with Gerri on this. We should avoid manual handling of client >> payments whenever possible, as sending checks through an individual befo= re >> they reach our lockbox adds unnecessary risk and complexity to the proce= ss. >> The client can reach out to our billing help desk at billing@thekey.com = for >> any billing or payment questions. We=E2=80=99ve seen great success with = clients >> going through this team since they=E2=80=99re dedicated to handling all = billing >> inquiries. >> I also noticed you mentioned that once she gets more comfortable with ou= r >> invoicing, you=E2=80=99ll revisit this. I=E2=80=99d love to set up some = time to review it >> together so I can better understand the client=E2=80=99s concerns and ex= plore how >> we can address them, Ill schedule that for next week. >> Echoing Gerri, we=E2=80=99ll want the client to either mail checks direc= tly to >> the PO Box or, ideally, transition to an autopay or credit card setup. T= hat >> would simplify things for both the client and our team while keeping the >> process consistent. >> Thank you, >> >> *Michelle Schefter* >> >> Director of Finance | *TheKey* >> >> Ph