Re: 146691 Mary Albo CDHC & 146984 Ray Albo CDHC - Collection of Overdue Balances on Account & Account Reconciliation - [#1436720]

--000000000000c08be7064e44b0be Content-Type: text/plain; charset="UTF-8" Content-Transfer-Encoding: quoted-printable HI Chuck and Tim, We are happy to provide Candace with a suspension notice. Before proceeding, could you please advise whether there are any Calgary or Alberta-specific regulations we should be aware of when ending care? Additionally, is there a recommended notice period or required method of communication with the client in these situations? For context, in the U.S., some states require a two-week notice before ending care. In certain cases, agencies may be required to assist in coordinating alternative care if services are terminated abruptly. Thank you in advance for your guidance. Lito Delapena Customer Contact and Collections Manager | TheKey Mobile: 619-722-8561 On Mon, Mar 30, 2026 at 1:02=E2=80=AFPM Chuck Terlesky wrote: > Hi Marc, > > In our last communication with Candice, she was very upset about the call > from Shawntel. She did provide the payment, although it was an unpleasant > conversation for Shawntel. I recommend you send the suspension letter. > > Thanks, > Chuck > > On Mon, Mar 30, 2026 at 12:10=E2=80=AFPM Marc Atkinson > wrote: > >> Hi Chuck and Tim, >> >> Thank you both for the follow ups. It is appreciated. >> >> The first time around, from 2 weeks ago, OTC did not send Candice a >> notice of suspension. Shawntel spoke with her over the phone and that is >> when Candice decided to send us the $3,000 Etransfer. >> >> Do you want us to send this notice of suspension? It might be better if >> it came from your office. >> >> Please let us know how to proceed. For now we can send Candice an update= d >> account balance statement but I would like to send the notice of pending >> suspension with it. >> >> Thank you! >> >> Regards, >> >> Marc Atkinson >> Team Leader >> Customer Contact & Collections Center >> 866-226-1702 - Main Line >> 239-264-1290 - Direct Line >> marc.atkinson@thekey.com >> >> [image: logo-the-key.svg] >> On Fri, 27 Mar at 2:53 PM , Collections Team >> wrote: >> >> Thanks Marc, >> >> Chuck, I suggest we send another suspension notice. >> >> On Fri, Mar 27, 2026 at 2:13=E2=80=AFPM Marc Atkinson >> wrote: >> >>> Hi Shawntel, Chuck, & Tim, >>> >>> We wanted to reach out to provide the current account balance statement >>> for the Albo's. I just checked our emails and Etransfer logs and do not= see >>> any recent Etransfer payments from Candice. The last payment we receive= d >>> was that $3,000.00 payment from 2 Friday's ago, 3/13. >>> >>> May your office please review the current balances and advise if we're >>> still pushing for full payment or suspension of service, if full paymen= t is >>> not received? The balance is going to continue to accumulate because al= l >>> biweekly invoices are either denied in full or partially denied due to = the >>> multiple care agencies. We are hoping we can clear the balances in full >>> with a one-time payment, but I'm sure we can arrange multiple payments,= if