----==_mimepart_695fc18e90ecd_2532eaebe708135796452 Content-Type: text/plain; charset=UTF-8 Content-Transfer-Encoding: quoted-printable Hi Amanda, All of the payments that we originally processed came back= for Invalid Bank Branch Number. Timon sent me a message just now wit= h the client's correct PAD information. We added the information into Ver= sapay, replaced the incorrect account information, and processed payment = for the outstanding balance of $17,452.50. We should be good to go mo= ving forward, now that Timon confirmed the PAD information. Please note t= hat the payments were just reversed as failed this morning. Thank you= ! Regards, Marc Atkinson Senior Client Account Specialist Custo= mer Contact & Collections Center 866-226-1702 - Main Line 239-264-1290 = - Direct billing@thekey.com =0D =0D On=0D Thu, 8 Jan at 8:53 AM=0D , Amanda Ilines = wrote:=0D =0D Hi Marc, =0D =0D Do you have any update on this? The client=E2=80=99s wife tried calling = billing directly as she is frustrated and has called me again today. Any = insights would be greatly appreciated.=C2=A0 =0D =0D Thanks, Amanda Ilines Home Care Liaison 437-908-1030 TheKey.ca =0D =0D =0D =0D =0D =0D =0D =0D =0D On Sat, Jan 3, 2026 at 11:50=E2=80=AFAM Marc Atkinson wrote: =0D =0D =0D =0D =0D =0D =0D =0D Hi Amanda, =0D =0D =0D =0D Please do not do so yet, as the payment might end up sticking. I will ge= t back to you to let you know if the payment ends up declining for the sa= me reason. =0D =0D =0D =0D Thank you! =0D =0D =0D =0D Regards, =0D =0D =0D =0D Marc Atkinson =0D =0D Senior Client Account Specialist =0D =0D Customer Contact & Collections Center =0D =0D 866-226-1702 - Main Line =0D =0D 239-264-1290 - Direct =0D =0D billing@thekey.com =0D =0D =0D =0D =0D =0D =0D =0D On=0D =0D Sat, 3 Jan at 11:49 AM=0D =0D , Amanda Ilines = wrote:=0D =0D Hi Marc, =0D =0D =0D =0D Got it. I will try my best to get a void cheque from the client. =0D =0D =0D =0D Thanks, =0D =0D =0D =0D Amanda Ilines Home Care Liaison 437-908-1030 TheKey.ca =0D =0D =0D =0D =0D =0D =0D =0D =0D =0D =0D =0D =0D =0D =0D =0D On Sat, Jan 3, 2026 at 11:48=E2=80=AFAM Marc Atkinson wrote: =0D =0D =0D =0D =0D =0D =0D =0D =0D =0D =0D =0D =0D =0D =0D =0D Hi Amanda, =0D =0D =0D =0D =0D =0D =0D =0D There is no way for us to tell how the account information was added int= o VP, as it only shows the last 4 digits of the account number for securi= ty purposes. =0D =0D =0D =0D =0D =0D =0D =0D Either way, I removed the account that was entered and reentered the inf= ormation based on what was provided to us on the PAD form. I then process= ed payment on the client's first 2 invoices for the $11,778.00. =0D =0D =0D =0D =0D =0D =0D =0D From here, it will take 4-6 business days to confirm whether or not the = payment goes through. If it comes back as declined again, I will reach ba= ck out to you, as we would then need to see the voided cheque. =0D =0D =0D =0D =0D =0D =0D =0D Thank you! =0D =0D =0D =0D =0D =0D =0D =0D Regards, =0D =0