----==_mimepart_69ab214340a92_1fa3b8df58c138343ea Content-Type: text/plain; charset=UTF-8 Content-Transfer-Encoding: quoted-printable Hi Timon, Thank you for the follow up and for providing this informat= ion. At this time, may you please confirm with certainty that the $1,= 000.00 settlement payment is rejected? If so, I can call Kathy Clarke one= more time to advise her of this. If she still does not pay in full, we c= an then go ahead with writing off the full $3,500 balance and assigning t= his over to our legal partner for contingency collections. We should be a= ble to pursue Kathy Clarke for the full $3,500.00, since she signed the C= CA and due to there not being any service failures. If we are success= ful in collecting, we should still end up clearing more than the $1,000.0= 0 Kathy offered, after paying the fee to our legal partner. Regards,= Marc Atkinson Team Leader Customer Contact & Collections Center 8= 66-226-1702 - Main Line 239-264-1290 - Direct Line marc.atkinson@thekey= .com =0D =0D On=0D Tue, 3 Mar at 4:27 PM=0D , Timon Page wrote:= =0D =0D =0D =0D Hey Marc =0D =0D Both Kristal and I feel that there were no significant service failures=C2= =A0to warrant non-payment. Here are Kristal's comments: =0D =0D No service interruptions. Mary Ann Clarke's advancing dementia and under= lying mental illness (bipolar disorder) made tasks like bathing and walki= ng challenging for us. This made Kathy particularly upset but the cgs and= I held conversations with Kathy about her mental status being a challeng= e. It seemed like she tried to ignore that reality and instead pinned it = on us "not doing our jobs".=C2=A0However, I noticed this was more voiced = after the notice of the rate increase.=C2=A0 =0D =0D =0D =0D =0D =0D =0D Best regards, =C2=A0Timon Page=0D =0D =0D =0D =0D =0D General Manager, Ontario =0D =0D =0D timon.page@thekey.com =0D =0D =0D Mobile: (437) 223-0841 =0D =0D =0D =0D TheKey.ca =0D =0D =0D =0D =0D =0D =0D =0D =0D =0D =0D =0D =0D =0D =0D =0D On Fri, Feb 27, 2026 at 12:29=E2=80=AFPM Marc Atkinson wrote: =0D =0D =0D =0D =0D =0D =0D =0D Hi Timon and Kristal, =0D =0D =0D =0D We wanted to follow up to see if your office has had a chance to review = my last email from last week? =0D =0D =0D =0D Are we willing to accept Kathy Clarke's settlement offer of $1,000.00 or= should we assign the entire $3,500.00 over to our legal partners for con= tingency collections efforts? =0D =0D =0D =0D If we decide to assign out to legal collections, may your office please = advise if we hold any associated risk with the client and advise if there= are any service-related failures that the client could use to dispute th= e balance? =0D =0D =0D =0D Thank you. =0D =0D =0D =0D Regards, =0D =0D =0D =0D Marc Atkinson =0D =0D Team Leader =0D =0D Customer Contact & Collections Center =0D =0D 866-226-1702 - Main Line =0D =0D 239-264-1290 - Direct Line =0D =0D marc.atkinson@thekey.com =0D =0D =0D =0D =0D =0D =0D =0D =0D =0D =0D =0D On=0D =0D Thu, 19 Fe