Re: 146691 Mary Albo CDHC & 146984 Ray Albo CDHC - Collection of Overdue Balances of $9,588.78 & $8,168.41 (2025 Balances) - [#1393849]

--000000000000c5f77b0648ea6e46 Content-Type: text/plain; charset="UTF-8" Content-Transfer-Encoding: quoted-printable Hi All, I just spoke with Candice and she is +++ upset and would like to only speak with Lito about billing going forward - she felt that herself and Marc did not understand each other and she is not comfortable with speaking with Marc going forward. Please understand that this client is very complex. Candice plans to pay the outstanding amount but she wants to cross reference to ensure that this is accurate - she is also +++ upset that this was not caught, I let her know that we cannot control when Blue Cross denies a claim, we can only proceed forward. She seemed happy with our conversation but would like to speak with Lito and cross reference what she owes us. Thank you for all your efforts Marc, this one will be a challenging one. *Respectfully, * *Shawntel Sousa, LPN* Client Success Manager | TheKey Mobile: 403-305-6588 Office: 403-301-3777 On Wed, Jan 21, 2026 at 11:43=E2=80=AFAM Marc Atkinson wrote: > =E2=80=8BGood Afternoon, > > I just had a 15 minute conversation with Candice Albo concerning the 2025 > balances that were just moved over from CDHC to the Albos' private pay > accounts. > > All in all, she still does not understand why we are billing them for > services in 2025 and is blaming our accounting department for "not having > our information and billing in order at the time this originally occurred= ". > > I did my best to explain why these funds are owed to us and she is > disputing the balances for multiple reasons: > > 1. She claims she does not know who to pay and believes our company has > changed hands (ownership) multiple times in the last year. I explained th= at > it has not but she disagrees and claims she has proof of it. I feel she > will not send us anything to substantiate these claims. > 2. She claims she already paid what we invoiced. I explained to her that > they were only invoiced for the rate difference between the rate the CDHC > covers vs. the total rate charged to them, but she could not confirm this= . > She advised that she doesn't have time to look at the invoices and does n= ot > know what I mean when I explained the rate difference. She kept saying th= at > the invoices we initially sent to her were incomplete and did not contain > all information. I explained why this was, that everything other than the > rate difference was billed to the CDHC. She blames us for not providing h= er > with the complete information in a timelier manner. > 3. She believes we are "taking advantage of elderly people who cannot > defend themselves" and she is under the impression that this is what we a= re > doing in this matter. > > We went back and forth on everything and she advised us not to contact he= r > about this anymore and that any further communication concerning any > balances from 2025 will need to be between us and her attorney. She > confirmed that all documentation regarding the 2025 balances