Cathy – you called me last week to say this would be rolled back but I still see no rollback.
Can you pls confirm this is being rolled back this week. If you can't confirm this by tomorrow I will have to ask the credit card company to take over the dispute as I've now waited 10 days and made several emails and phone calls about this.
Thank you.
________________________________
From: Cathy Saari <billing@thekey.com>
Sent: Friday, June 7, 2024 6:56 AM
To: nadimab@hotmail.com <nadimab@hotmail.com>
Cc: tt@thekey.com <tt@thekey.com>; djacobs@thekey.com <djacobs@thekey.com>; joey.taylor@thekey.com <joey.taylor@thekey.com>
Subject: Re: Re: Re: Unexpected charge? - [#821878] - [#826020]
Hi Nadim,
I apologize for the delay. The Payments Applications Team is researching the charge. Today our charges come from TheKey, not Home Care Assistance. I will follow up with them and get back to you.
Thanks, Cathy
Billing Help Desk
billing@thekey.com
1-866-226-1702
8:00AM-5:00PM EST Monday-Friday
On Thu, 6 Jun at 8:05 PM , Nadim Abdo <nadimab@hotmail.com> wrote:
Cathy / Dominque:
I contacted you on Sunday about this and I spoke to Dominique on the phone on Monday and still have no documentation or clarity why you charged me. I believe you charged me in error – please either give evidence of why this is a legitimate bill or confirm you will roll this back and that your system will not be billing me again unless I use services.
I already contacted the credit card company who asked me to document that I reached out to you which I'm doing here and that if I didn't get a response soon they would take over and dispute this with you. I want to avoid everyone the hassle of this and the potential impact to your merchant account with the VISA network so appreciate your prompt attention to this.
________________________________
From: Nadim Abdo <lenadimonlysignsin@outlook.com>
Sent: Wednesday, June 5, 2024 9:16 AM
To: tt@thekey.com <tt@thekey.com>; Cathy Saari <billing@thekey.com>
Cc: djacobs@thekey.com <djacobs@thekey.com>; joey.taylor@thekey.com <joey.taylor@thekey.com>
Subject: Re: Re: Unexpected charge? - [#821878]
Hi - Any update please?
This is what I see on my credit card statement (note it's in US dollars) – at this time I believe this in error on your part as we have not used any services in over a year.
Kindly take care of this today, I will otherwise need to inform the credit card company by tomorrow morning to dispute the charge so they don't say i waited too long (the charge hit my account on saturday).
Thanks for your attention to this.
[https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MjkwNTU5NTIyOTQsImRvbWFpbiI6ImhjYS5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6NjExMTAwfQ.SNqRDvqqget1rfK5Azbprb-EQE7EDq6OkIULImNGsu0]
________________________________
From: Cathy Saari <billing@thekey.com>
Sent: Tuesday, June 4, 2024 7:50 AM
To: tt@thekey.com <tt@thekey.com>
Cc: djacobs@thekey.com <djacobs@thekey.com>; joey.taylor@thekey.com <joey.taylor@thekey.com>; lenadimonlysignsin@outlook.com <lenadimonlysignsin@outlook.com>
Subject: Re: Re: Unexpected charge? - [#821878]
Hi,,
We received your email and I will research and let you know what this charge of $549.35 is for.
Thanks, Cathy
Billing Help Desk
billing@thekey.com
1-866-226-1702
8:00AM-5:00PM EST Monday-Friday
On Mon, 3 Jun at 4:58 PM , Dominique Jacobs <djacobs@homecareassistance.com> wrote:
Hello Nadim,
I have forwarded your email to my manager and the Head of our Canadian Division. He has gotten the billing department involved and so they should be getting back to us shortly. I have also copied billing on this email.
I am very sorry about this and thank you so much for your patience.
Dominique
[TheKey]
Dominique Jacobs
Gestionnaire des soins/Infirmière auxiliaire
Client Care Manager/Licensed Practical Nurse
Tel: 514.907.5065 | Fax: 514.221.4265
djacobs@TheKey.com<mailto:djacobs@TheKey.com> | TheKey.ca<https://thekey.ca/>
On Mon, Jun 3, 2024 at 1:50 PM Nadim Abdo <lenadimonlysignsin@outlook.com<mailto:lenadimonlysignsin@outlook.com>> wrote:
Adding Dominique. Thanks.
________________________________
From: Nadim Abdo <nadimab@hotmail.com<mailto:nadimab@hotmail.com>>
Sent: Sunday, June 2, 2024 15:59
To: adminmtl@thekey.com<mailto:adminmtl@thekey.com> <adminmtl@thekey.com<mailto:adminmtl@thekey.com>>
Subject: Unexpected charge?
Hello –
I received a notice from my credit card that I was charged yesterday 6/1 for $549.35 US or ~ $750 canadian dollars.
I'm not sure what this is for – I had service with you in Montreal for my mom Yolande Abdo (Hamate) that was billed to this credit card, but she passed away last year.
I know my father Joseph Abdo is doing some research into if your company would be able to provide him temporary care while he recovers from some surgeries soon, I would be happy to paying for this for him but those have not happened yet so I'm not sure what the charges are for?
Would you mind looking into your records and confirming and if it is a charge in error please reverse it.
I will look forward to your reply as if I don't hear back I will have to contact the credit card company to tell them to reverse the charge.
Thank you.
[https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MjkwNTU4NjQzNjYsImRvbWFpbiI6ImhjYS5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6NjExMTAwfQ.VZEm7yVAGvqsd4RvH5szGYN5vcbW8X3NIMXpv2U2m5s]
821878:611100
826020:611100