--000000000000cb954e0649000caa Content-Type: multipart/alternative; boundary="000000000000cb954d0649000ca9" --000000000000cb954d0649000ca9 Content-Type: text/plain; charset="UTF-8" Content-Transfer-Encoding: quoted-printable Hi, Yes, I do feel we will be able to get the funds. She is his trying to make sure that it=E2=80=99s legitimate in what we are billing her. She has told = me that she is willing to pay if it is all accurate. I do have to agree with her that it=E2=80=99s slightly odd that this was on= ly recently caught, which is why it is throwing her off guard. I think at the bare minimum we can provide her the time to sort it out and make sure on their end that it makes sense. I know we have time lines and deadlines but this is not a small amount of money, so it=E2=80=99s very sho= cking to her. *Respectfully, * *Shawntel Sousa, LPN* Client Success Manager | TheKey Mobile: 403-305-6588 Office: 403-301-3777 On Thu, Jan 22, 2026 at 1:29=E2=80=AFPM Michelle Schefter wrote: > Thanks, Shawntell. I agree that Lito should take the lead on the Albo > collection case to ensure there aren't too many people involved. I do wan= t > to call out that he will not be back until 2/2, and the clients' balance > will regrettably remain stagnant at that time if there are no payments ma= de. > > Based on the latest update regarding Candice Albo's firm stance and her > referral to her attorney, realistically, do we think we will be able to > obtain these funds? > > Thank you, > > *Michelle Schefter* > > Director of Finance | *TheKey* > > Phone: 408.837.0579 > > > > > > > ------------------------------ > *From:* Shawntel Sousa > *Sent:* Thursday, January 22, 2026 10:26 AM > *To:* Marc Atkinson > *Cc:* michelle.kenaga@thekey.com ; > cterlesky@thekey.com ; tt@thekey.com ; > lito.delapena@thekey.com > *Subject:* Re: 146691 Mary Albo CDHC & 146984 Ray Albo CDHC - Collection > of Overdue Balances of $9,588.78 & $8,168.41 (2025 Balances) - [#1393849] > > Hi all, > > I would prefer that Lito manage this so it doesn=E2=80=99t get too confus= ing with > too hands in it. > > *Respectfully, * > > *Shawntel Sousa, LPN* > > Client Success Manager | TheKey > > Mobile: 403-305-6588 Office: 403-301-3777 > > > > > > > On Thu, Jan 22, 2026 at 10:39=E2=80=AFAM Marc Atkinson > wrote: > > Hi Shawntel, > > Thank you for the update. > > I just connected with Michelle and she again offered to call Candice, but > we are fine to wait until Lito returns on 2/2. > > Also, it has come to our attention that Candice is sending in Etransfer > payments that do not align with any particular invoices. > > For Mary, we have a total of $747.43 sitting on the account and for Ray, > we have a total of $1,652.14 sitting on the account. Would you be willing > to ask Candice what she wants us to do with the funds or would you rather > have Lito address this with her on 2/2? > > Regards, > > Marc Atkinson > Team Leader > Customer Contact & Collections Center > 866-226-1702 - Main Line > 239-264-1290 - Di