--00000000000073062c06477e9a60 Content-Type: text/plain; charset="UTF-8" Content-Transfer-Encoding: quoted-printable Hi Marc, Got it. I will try my best to get a void cheque from the client. Thanks, Amanda Ilines Home Care Liaison 437-908-1030 TheKey.ca On Sat, Jan 3, 2026 at 11:48=E2=80=AFAM Marc Atkinson wrote: > Hi Amanda, > > There is no way for us to tell how the account information was added into > VP, as it only shows the last 4 digits of the account number for security > purposes. > > Either way, I removed the account that was entered and reentered the > information based on what was provided to us on the PAD form. I then > processed payment on the client's first 2 invoices for the $11,778.00. > > From here, it will take 4-6 business days to confirm whether or not the > payment goes through. If it comes back as declined again, I will reach ba= ck > out to you, as we would then need to see the voided cheque. > > Thank you! > > Regards, > > Marc Atkinson > Senior Client Account Specialist > Customer Contact & Collections Center > 866-226-1702 - Main Line > 239-264-1290 - Direct > billing@thekey.com > > On Sat, 3 Jan at 11:31 AM , Amanda Ilines > wrote: > Hi Marc, > > I will attempt to obtain a void cheque from the client. > > In the meantime, is there a way to check what information was initially > inputted into Versapay? If the bank branch number was entered incorrectly > in the system, we may not need to request the void cheque from the client= , > provided we can correct the entry, is that correct? > > Thanks, > > Amanda Ilines > Home Care Liaison > 437-908-1030 > TheKey.ca > > > On Sat, Jan 3, 2026 at 11:25=E2=80=AFAM Marc Atkinson wrote: > >> Hi Amanda, >> >> Thank you for your email. >> >> That is correct. We have been unable to process either of the 2 payments >> for Robert's service from 12/9-12/21 for $11,778.00. The payments have b= een >> failing for "Invalid Bank Branch Number". >> >> Is there any way you can please obtain a blank and voided cheque from th= e >> client, so we can confirm the PAD information? It was either entered >> incorrectly on the PAD form or entered incorrectly in Versapay, but at t= his >> time, it would be best to confirm it based on the information directly f= rom >> the cheque. >> >> Thank you! >> >> Regards, >> >> Marc Atkinson >> Senior Client Account Specialist >> Customer Contact & Collections Center >> 866-226-1702 - Main Line >> 239-264-1290 - Direct >> billing@thekey.com >> >> >> >> On Mon, 29 Dec, 2025 at 4:09 PM , Amanda Ilines >> wrote: >> Hi there, >> >> Our client, Robert DeClute's wife, Ruth Duschek, has informed us that no >> funds have been debited from the account she provided since services beg= an >> three weeks ago. >> >> Could you please investigate this matter and advise on the reason for th= e >> delay? >> >> Thanks, >> >> Amanda Ilines >> Home Care Liaison >> TheKey >> >> 437-908-1030 >> amanda.ilines@thekey.com >> TheKey.ca >> *Changing the Way the World Ages * >> >> [image: TheK