--000000000000bcee710648ec5f90 Content-Type: text/plain; charset="UTF-8" Content-Transfer-Encoding: quoted-printable Hi, I have sent another email with Candice in it - she sent me a message - Please see - she only wants to talk to Lito. I would suggest that we just keep it to one person that she is familiar with, she is already very upset. *Respectfully, * *Shawntel Sousa, LPN* Client Success Manager | TheKey Mobile: 403-305-6588 Office: 403-301-3777 On Wed, Jan 21, 2026 at 1:45=E2=80=AFPM Marc Atkinson wrote: > 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 disagrees and claims she has proof of it. I feel she > will not send us anything to substantiate these claims. > 2. She claims she already paid what we invoiced. I explained to her that > they were only invoiced for the rate difference between the rate the CDHC > covers vs. the total rate charged to them, but she could not confirm this= . > She advised that she doesn't have time to look at the invoices and does n= ot > know what I mean when I explained the rate difference. She kept saying th= at > the invoices we initially sent to her were incomplete and did not contain > all information. I explained why this was, that everything other than the > rate difference was billed to the CDHC. She blames us for not providing h= er > with the complete information in a timelier manner. > 3. She believes we are "taking advantage of elderly people who cannot > defend themselves" and she is under the impression that this is what we a= re > doing in this matter. > > We went back and forth on everything and she advised us not to contact he= r > about this anymore and that any further communication concerning any > balances from 2025 will need to be between us and her attorney. She > confirmed that all documentation regarding the 2025 balances are being > looked at by their accountant and attorney and that she will not proceed = in > any capaci