Re: Billing Concerns

Hi Josie,

Going forward we will not charge the bank account on file. We will wait
till we get funding from Bluecross to let you know the balance owed by the
Family. Let me speak to Chuck in getting those payments refunded to you as
soon as possible. Can you provide an email address to send an etransfer if
that would work?

Thank you,

On Thu, Apr 27, 2023 at 11:22 AM Josie Van der Velden <
josie.vandervelden@gmail.com> wrote:

> Good morning Ali,
>
> Thanks for this info. I am no longer comfortable with any automatic
> withdrawals coming out of my account, so as a go forward this is not to
> happen - can you confirm this has been changed on my account?
>
>  Additionally, as I understand it I should not be receiving any invoice
> for any charges in April until mid-May because this is when all Blue Cross
> payments for the month will be settled up, so I am confused why you would
> need to invoice again next week?
>
> The ideal scenario for me is a refund is issued today. Is this possible?
>
> Thanks so much,
>
> *Josie Van der Velden*
>
>
> On Thu, Apr 27, 2023 at 8:59 AM Ali Malik <ali.malik@thekey.com> wrote:
>
>> Goodmorning Josie,
>>
>> Yes I spoke to Chuck and he put through full balance of the invoices for
>> some of the Bluecross clients when we should only put through balance after
>> CDHC pays us. What we can do is going forward not charge you family portion
>> until the overpayment on the invoices is all taken up? Would this work?
>> Because we will have a few open invoices due by family.
>> We are still reconciling the payments from Bluecross, once we reconcile
>> all payments for April, we can then let you know what the balance is. We
>> will then deduct the overpayment on families account from the balance and
>> confirm how we should proceed. Do you think this would be a viable option?
>>
>> Alternatively , I will need to speak to Chuck if he can refund you those
>> payments put through. But what will happen is that we will need to charge
>> your account again for balance thats owed by family next week.
>>
>> thank you,
>>
>> On Wed, Apr 26, 2023 at 6:00 PM Josie Van der Velden <
>> josie.vandervelden@gmail.com> wrote:
>>
>>> Hey Cheryl,
>>>
>>> Thanks for this email and for the next steps and info you have detailed.
>>> In fact I was emailing with Ali this morning and confirmed the VersaPay
>>> account this morning so all good there.
>>>
>>> Just to clarify, the amount withdrawn from my account this morning was
>>> not a second payment on an invoice that was already paid, it was a payment
>>> taken on last week's invoice which has not yet been sent to BlueCross for
>>> their portion to be covered and so should never have been charged to me. My
>>> understanding is only invoices for the month prior, issued mid month the
>>> following month will be paid by me as this will account for all BlueCross
>>> payments.
>>>
>>> Thank you Ali for the help getting the refund sorted immediately and for
>>> removing the auto payment off my account. Please let me know when both have
>>> been done, appreciate it.
>>>
>>> And Cheryl sounds good for a follow up tomorrow, hopefully all will be
>>> resolved by them.
>>>
>>> Cheers,
>>>
>>>
>>> *Josie Van der Velden*
>>>
>>>
>>> On Wed, Apr 26, 2023 at 3:32 PM Cheryl Cartwright <
>>> ccartwright@thekey.com> wrote:
>>>
>>>> Good Afternoon Josie,
>>>>
>>>> Thank you so much for this very detailed account of what has happened.
>>>> Let me start by apologizing for all the frustration and stress this
>>>> has caused you and your family. With the new versapay system it will allow
>>>> for clients to pay once they receive the invoice whereas we do NOT need to
>>>> automatically debit your account. Have you already received a link to
>>>> Versapay?
>>>>
>>>> I have cc'd Ali on this email so that he can remove the auto-payment
>>>> from your account as I understand our mistakes have caused a lot of
>>>> mistrust and aggravation. @Ali Malik <ali.malik@thekey.com> can you
>>>> please issue a refund for the amount we debited twice and ensure that we
>>>> remove the auto-payment immediately. Perhaps once we get everything
>>>> smoothed out we can go back to that method in the future.
>>>>
>>>> If you could advise on the refund that would be great as Josie has
>>>> indicated those funds are needed for other things.
>>>>
>>>> Perhaps I can follow up with you again tomorrow Josie if that's alright?
>>>>
>>>> Cheryl
>>>>
>>>> On Wed, Apr 26, 2023 at 5:57 PM Josie Van der Velden <
>>>> josie.vandervelden@gmail.com> wrote:
>>>>
>>>>> Hi Shawntel, Cheryl,
>>>>>
>>>>> Great to meet you Cheryl, and thank you both for your assistance here.
>>>>>
>>>>> Cheryl - Shawntel and I have been working over these past weeks to
>>>>> determine a path forward to simplify billing for my fathers home care which
>>>>> is partially subsidized through the Blue Cross program. The challenge being
>>>>> that The Key invoices on a weekly basis and mandates pre authorized
>>>>> withdrawals against those invoices, however BlueCross takes 10 business
>>>>> days to pay back the subsidized portion so the invoices that I receive do
>>>>> not accurately reflect the balance owing post subsidy.
>>>>>
>>>>> Last week, my account was debited for the amount owing for the month
>>>>> of March after all BlueCross payments were accounted for, and it was also
>>>>> communicated to me that as a go forward, I would receive an invoice around
>>>>> 2 weeks into the month each month, representing the balance owing for the
>>>>> prior month after which point my account would be debited. Shawntel also
>>>>> advised that The Key is working to move all BlueCross program participants
>>>>> to a monthly invoicing schedule so we no longer receive the weekly
>>>>> invoices, which I have been advised to ignore.
>>>>>
>>>>> This all works for me, knowing you guys are working to adapt to a new
>>>>> program I am herwhile you figure it out. However, this morning my account
>>>>> was once again debited this time for $521.17 which when I checked your new
>>>>> invoicing platform VersaPay, is for last week's invoice - see screenshot
>>>>> below, and this I am not ok with.
>>>>>
>>>>> [image: Screenshot 2023-04-26 at 2.51.59 PM.png]
>>>>>
>>>>> I did not authorize this withdrawal, nor does it accurately reflect
>>>>> what is owed on my dads account or align with the plan you just confirmed
>>>>> with me last week. Further, these funds are needed for other payments
>>>>> coming out of my account this week, therefore I require an immediate refund
>>>>> to be processed.
>>>>>
>>>>> While I recognize you guys are working to get a plan in place I am not
>>>>> confident that my account will not be once again incorrectly debited and as
>>>>> such, I no longer authorize The Key to do automatic withdrawals and would
>>>>> like to move instead to pay directly when an invoice comes to me. If you
>>>>> don't confirm this, my next step will be to call my bank and cancel it from
>>>>> their side as I am not ok having my account information sitting with a
>>>>> partner that I am not confident in. Once things get sorted on your side we
>>>>> can explore auto withdrawals again but at this time, too much is in flux
>>>>> and the track record is not great.
>>>>>
>>>>> Thanks, please let me know when I can expect the refund.
>>>>>
>>>>> *Josie Van der Velden*
>>>>>
>>>>>
>>>>> On Wed, Apr 26, 2023 at 2:38 PM Shawntel Sousa <ssousa@thekey.com>
>>>>> wrote:
>>>>>
>>>>>> Hi Josie,
>>>>>>
>>>>>> I was speaking with Cheryl who is my direct manager and the
>>>>>> manager of the client care manager team in Canada, she is an excellent
>>>>>> resource, and very eager to get clients the answers they need as quickly as
>>>>>> possible.
>>>>>>
>>>>>> I have included her in the email in hopes that you might be able to
>>>>>> share your recet billing concerns with her so we can take action on this as
>>>>>> quickly as possible.
>>>>>>
>>>>>> I would also like to thank you for your patience while we work
>>>>>> diligently to correct this matter, and apologize sincerely for the
>>>>>> inconvenience this has caused.
>>>>>>
>>>>>> *Thank you,*
>>>>>>
>>>>>> *Shawntel Sousa, LPN*
>>>>>>
>>>>>> Client Success Manager
>>>>>>
>>>>>>
>>>>>> Direct: 403-305-6588 Calgary Office: 403-301-3777 Vancouver Office:
>>>>>> 778-279-3634
>>>>>>
>>>>>> *TheKey.ca <http://TheKey.ca>*
>>>>>>
>>>>>> [image: TheKey]
>>>>>>
>>>>>>
>>
>> --
>> *Ali Malik*
>> Manager - Financial Operations
>>
>>

-- 
*Ali Malik*
Manager - Financial Operations