Re: 146220 Tanzil-Ur-Rehman Muahammad - Collection of Overdue Balance of $15,931.24 on Invoices 1100452, 1109575, 1110810, 1118717, 1124546, 1129590, 1133675, 1140292, & 1144319 - [#1243432]

Hi Nimra

Unfortunately, we must bill it this way. It is not an hourly shift, it is a
live-in one. I understand that we billed 13hrs in the past, but after 12
hrs, overtime is triggered for the caregiver and subsequently, we must both
pay and bill those hours at 1.5 times. If there is any issue with OHaH, I
am more than willing to explain it to them.

On another note, could you please send us the OHaH rate? We have other
clients on this program and the rate is significantly higher than $37.50. I
also believe that the rate is adjusted every year in December to reflect
increases in CPI. This is our experience with our other clients at least.

Have a nice weekend and I look forward to hearing from you.

Best regards,
* Timon Page *
General Manager, Ontario
timon.page@thekey.com
Mobile: (437) 223-0841
TheKey.ca <https://thekey.com/>
<https://thekey.com/>



On Fri, Oct 31, 2025 at 9:34 AM Nimra Azeem <nimraazeem85@gmail.com> wrote:

>
>
>
> Hello Marc,
>
> Thank you for sending the invoice. However, I noticed that it shows *12
> hours* with an *amount of $500*. Based on the rate of *$37.50/hour*, the
> total should be *$450*, not $500 — so the math doesn’t align.
>
> Please update it to *13 hours*, as done in the previous invoice dated *July
> 6, 2025*. That format has worked perfectly in the past.
>
> I’d really appreciate it if you could correct and resend the final version
> as soon as possible, since I’ve been following up on this for about a month
> now.
>
> Thank you for your prompt attention to this.
>
> Best regards
>
> Nimra Azeem
>
> On Tue, Oct 28, 2025, 12:20 p.m. Marc Atkinson <billing@thekey.com> wrote:
>
>> Hi Nimra,
>>
>> Our apologies, as the revision we made to new Invoice 1152538 did not
>> include the "/day" verbiage for 9/5 & 9/6 and still stated "/hr". We have
>> corrected this and the final revised invoice is attached. This invoice
>> should now be good to go for submission to the government.
>>
>> Please review and kindly provide an update on the Etransfer payments.
>> Please reference the email and attachment I sent to you yesterday, which
>> explains how to locate our account for Etransfer payee setup.
>>
>> 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, 27 Oct at 2:57 PM , Marc Atkinson <collectionsteam@thekey.com>
>> wrote:
>> Hi Nimra,
>>
>> We will look into the issue with the setup of the HCA Homecare account
>> and will get back to you as soon as possible.
>>
>> In regard to the billing error. Were you referring to Invoice 1129590,
>> for the week of 9/1/25? Sophia assisted you with the removal of the 12:00AM
>> shift from 9/7 and sent you the revised invoice on 10/13.
>>
>> The invoice has been rebilled to new Invoice 1152538. Please find the
>> attached for your records.
>>
>>
>> Regards,
>>
>> Marc Atkinson
>> Senior Client Account Specialist
>> Customer Contact & Collections Center
>> 866-226-1702 - Main Line
>> 239-264-1290 - Direct
>> billing@thekey.com
>>
>> On Wed, 22 Oct at 12:59 PM , 146220 Tanzil-Ur-Rehman Muahammad - Toronto
>> <nimraazeem85@gmail.com> wrote:
>> Hi Sophia,
>> Please see the attached document. I am having trouble with HCA
>> Homecare—when I try to set it up, I get an error saying there are no such
>> accounts. I’m not sure if visiting the bank would resolve this issue.
>> I do see JP Morgan Chase though, would that work?
>> For my other agency, I was able to set everything up through the app as I
>> tried here, and payments have been processed smoothly.
>> Marc, thank you for your voicemail. There are currently two issues
>> preventing me from making payments. First, I still need to set up the HCA
>> Homecare account. Second, an invoice was billed incorrectly—I notified
>> Timon about this ten days ago and have been following up via email and with
>> the class, but I have not yet received the corrected invoice. Once I
>> receive it and submit it to LIHN, I will be able to process further
>> payments once reimbursed. If you could help expedite this, I would greatly
>> appreciate it.
>> Thank you
>>
>>
>> On Wed, 15 Oct 2025 at 13:55, Sophia Jantz <collectionsteam@thekey.com>
>> wrote:
>>
>>> Hi Nimra,
>>>
>>> Good afternoon. I wanted to provide you with the account information to
>>> be able to process payments to us without the daily limit of $3000. Please
>>> let us know if you have any questions.
>>>
>>>
>>> You can use the following banking information for direct payments:
>>>  ACCT. # 4011771642 HCA HOME CARE ASSISTANCE CANADA INC. 1100-1055 WEST
>>> GEORGIA STREET VANCOUVER, BC V6E 3P3
>>> <https://www.google.com/maps/search/1055+WEST+GEORGIA+STREET+VANCOUVER,+BC+V6E+3P3?entry=gmail&source=g>
>>> CAN
>>>
>>>
>>>
>>> Respectfully,
>>>
>>> Sophia Jantz
>>> Collections and Contact Specialist 2| TheKey
>>> Phone: 866-226-1702
>>> billing@thekey.com
>>>
>>> <http://www.thekey.com/>
>>>
>>>
>>>
>>>
>>>
>>>
>>>
>>>
>>>
>>>
>>>
>>>
>>>
>>>
>>>
>>>
>>> <http://www.thekey.com/>
>>>
>>
>> 1243432:611100
>>
>