--000000000000bc480f0648fe2d2e Content-Type: text/plain; charset="UTF-8" Content-Transfer-Encoding: quoted-printable Hi all, I would prefer that Lito manage this so it doesn=E2=80=99t get too confusin= g with too hands in it. *Respectfully, * *Shawntel Sousa, LPN* Client Success Manager | TheKey Mobile: 403-305-6588 Office: 403-301-3777 On Thu, Jan 22, 2026 at 10:39=E2=80=AFAM Marc Atkinson wrote: > Hi Shawntel, > > Thank you for the update. > > I just connected with Michelle and she again offered to call Candice, but > we are fine to wait until Lito returns on 2/2. > > Also, it has come to our attention that Candice is sending in Etransfer > payments that do not align with any particular invoices. > > For Mary, we have a total of $747.43 sitting on the account and for Ray, > we have a total of $1,652.14 sitting on the account. Would you be willing > to ask Candice what she wants us to do with the funds or would you rather > have Lito address this with her on 2/2? > > Regards, > > Marc Atkinson > Team Leader > Customer Contact & Collections Center > 866-226-1702 - Main Line > 239-264-1290 - Direct Line > marc.atkinson@thekey.com > > [image: logo-the-key.svg] > > On Wed, 21 Jan at 4:07 PM , TheKey Support wrote: > Hi All, > > I can jump in here while Lito is out. @Marc Atkinson > I will set some time with you to ensure I am > clear on this one. > > *Michelle Schefter* > Director of Finance | *TheKey* > Phone: 408.837.0579 > > > > > ------------------------------ > > From: Marc Atkinson > *Sent:* Wednesday, January 21, 2026 12:45 PM > *To:* ssousa@thekey.com ; cterlesky@thekey.com cterlesky@thekey.com>; tt@thekey.com > *Cc:* michelle.kenaga@thekey.com ; > lito.delapena@thekey.com > *Subject:* Fwd: 146691 Mary Albo CDHC & 146984 Ray Albo CDHC - Collection > of Overdue Balances of $9,588.78 & $8,168.41 (2025 Balances) - [#1393849] > > Hi Shawntel and Chuck, > > Thank you for the follow ups. > > Lito is out on vacation until 2/2, so we will need to await his return > before addressing this again. > > Regards, > > Marc Atkinson > Team Leader > Customer Contact & Collections Center > 866-226-1702 - Main Line > 239-264-1290 - Direct Line > marc.atkinson@thekey.com > > [image: logo-the-key.svg] > > On Wed, 21 Jan at 1:43 PM , Marc Atkinson > wrote: > =E2=80=8BGood Afternoon, > > I just had a 15 minute conversation with Candice Albo concerning the 2025 > balances that were just moved over from CDHC to the Albos' private pay > accounts. > > All in all, she still does not understand why we are billing them for > services in 2025 and is blaming our accounting department for "not having > our information and billing in order at the time this originally occurred= ". > > I did my best to explain why these funds are owed to us and she is > disputing the balances for multiple reasons: > > 1. She claims she does not know who to pay and believes our company has > changed hands (ownership) multiple times in the last year. I explained th= at > it has not but she disag