Hey Tim and Brian,
Spoke with Carol and she's just going to wait for the check in the mail
from us and will transfer the funds from her personal account to the
WHRA account. I offered her a $250 credit for the inconvenience which i
will be creating and applying to their invoice this week. She advised to
hold off on charging her for the remaining amount until she receives the
check in the mail especially since the Postal service in CAD has gone on
strike. Appreciate both of your guys' assistance
Thank you,
Lito Delapena
Manager Customer Contact & Collections Center
* Please note my email has changed: *
lito.delapena@thekey.com
<https://brand.thekey.com/esg/lito.delapena@thekey.com>
619-722-8561 Ext. 190013
TheKey.com <https://www.thekey.com/>
[image: TheKey] <https://homecareassistance.com/>
On Mon, Nov 18, 2024 at 6:30 AM Lito Delapena <lito.delapena@thekey.com>
wrote:
> Got it, let me give her a call to discuss.
>
> thank you,
>
> Lito Delapena
>
> Manager Customer Contact & Collections Center
> * Please note my email has changed: *
> lito.delapena@thekey.com
> <https://brand.thekey.com/esg/lito.delapena@thekey.com>
> 619-722-8561 Ext. 190013
> TheKey.com <https://www.thekey.com/>
> [image: TheKey] <https://homecareassistance.com/>
>
>
> On Mon, Nov 18, 2024 at 6:27 AM Timothy Thomas <tt@thekey.com> wrote:
>
>> I need her email address. If she is not set up for auto-deposit then we
>> need to agree on a password. Perhaps, what month are we in? - Answer:
>> november
>>
>> On Mon, Nov 18, 2024 at 9:06 AM Lito Delapena <lito.delapena@thekey.com>
>> wrote:
>>
>>> Morning Tim,
>>>
>>> Let me give her a call and confirm if we can complete an e-transfer.
>>> What information would be required to complete the transfer?
>>>
>>> thank you,
>>>
>>> Lito Delapena
>>>
>>> Manager Customer Contact & Collections Center
>>> * Please note my email has changed: *
>>> lito.delapena@thekey.com
>>> <https://brand.thekey.com/esg/lito.delapena@thekey.com>
>>> 619-722-8561 Ext. 190013
>>> TheKey.com <https://www.thekey.com/>
>>> [image: TheKey] <https://homecareassistance.com/>
>>>
>>>
>>> On Mon, Nov 18, 2024 at 6:03 AM Timothy Thomas <tt@thekey.com> wrote:
>>>
>>>> Good morning,
>>>>
>>>> The only option would be to send an e-transfer. I'm not sure if Carol
>>>> is ok with that.
>>>>
>>>>
>>>> On Fri, Nov 15, 2024 at 2:01 PM Lito Delapena <lito.delapena@thekey.com>
>>>> wrote:
>>>>
>>>>> Hi Brian and Tim,
>>>>>
>>>>> Looping out Carol for the interim as i received confirmation from the
>>>>> accounts payable team that they only sent out the refund check yesterday
>>>>> 11/14/24 although the request from myself and our payments manager Lisa
>>>>> barker was to cut the check on 11/7/2024 and to expedite it to Carol due to
>>>>> the Mail strike that was expected to happen in Canada.
>>>>>
>>>>> I know Lisa previously advised we did not have the ability to transfer
>>>>> the money back to the account on file but wanted to check with you two if
>>>>> you know of another account that can possibly be used to refund Carol back
>>>>> electronically? ill reach back out to Carol once confirmation is received
>>>>> of another way we can pay out the refund
>>>>>
>>>>> thank you,
>>>>>
>>>>> Lito Delapena
>>>>>
>>>>> Manager Customer Contact & Collections Center
>>>>> * Please note my email has changed: *
>>>>> lito.delapena@thekey.com
>>>>> <https://brand.thekey.com/esg/lito.delapena@thekey.com>
>>>>> 619-722-8561 Ext. 190013
>>>>> TheKey.com <https://www.thekey.com/>
>>>>> [image: TheKey] <https://homecareassistance.com/>
>>>>>
>>>>>
>>>>> On Fri, Nov 15, 2024 at 6:47 AM Carol Pawluk <cpawluk@shaw.ca> wrote:
>>>>>
>>>>>> Hi Again Lito
>>>>>>
>>>>>> Given the Canadian Postal strike is there any way you can do the
>>>>>> following:
>>>>>>
>>>>>> - electronically deposit the $1517.55 back into the WRHA account
>>>>>> - debit Carol/ Jim account $1517.55
>>>>>> - cancel the cheque for $1517.55 from the Key which is in snail mail
>>>>>> and which I would rip up whenever I receive it
>>>>>>
>>>>>>
>>>>>> This would make things so much easier and definitely less stressful
>>>>>> for me.
>>>>>>
>>>>>> I would really appreciate this.
>>>>>> Please advise
>>>>>>
>>>>>> Carol
>>>>>> Sent from my iPhone
>>>>>>
>>>>>> On Nov 15, 2024, at 8:25 AM, Carol Pawluk <cpawluk@shaw.ca> wrote:
>>>>>>
>>>>>> Thanks Lito.
>>>>>>
>>>>>>
>>>>>> Sent from my iPhone
>>>>>>
>>>>>> On Nov 15, 2024, at 8:24 AM, Lito Delapena <Lito.Delapena@thekey.com>
>>>>>> wrote:
>>>>>>
>>>>>>
>>>>>> Good Morning Carol,
>>>>>>
>>>>>> Apologies for the delayed response as I was out of the office at the
>>>>>> time of your email yesterday, i have sent a follow up this morning to our
>>>>>> payments leader to confirm that the check was indeed mailed last week. Once
>>>>>> I hear back I will give you a call.
>>>>>>
>>>>>> Thank you,
>>>>>>
>>>>>> Lito Delapena
>>>>>>
>>>>>> Manager Customer Contact & Collections Center
>>>>>> * Please note my email has changed: *
>>>>>> lito.delapena@thekey.com
>>>>>> <https://brand.thekey.com/esg/lito.delapena@thekey.com>
>>>>>> 619-722-8561 Ext. 190013
>>>>>> TheKey.com <https://www.thekey.com/>
>>>>>> [image: TheKey] <https://homecareassistance.com/>
>>>>>>
>>>>>>
>>>>>> On Thu, Nov 14, 2024 at 1:54 PM Carol Pawluk <cpawluk@shaw.ca> wrote:
>>>>>>
>>>>>>> Hi Lito
>>>>>>>
>>>>>>> I still have not received the cheque from the Key and the Canadian
>>>>>>> Postal strike may begin at midnight tonight.
>>>>>>>
>>>>>>> Carol
>>>>>>> Sent from my iPhone
>>>>>>>
>>>>>>> On Nov 7, 2024, at 8:00 AM, Carol Pawluk <cpawluk@shaw.ca> wrote:
>>>>>>>
>>>>>>> Ok. So hopefully it will arrive before any mail strike.
>>>>>>>
>>>>>>> Sent from my iPhone
>>>>>>>
>>>>>>> On Nov 7, 2024, at 7:53 AM, Lito Delapena <Lito.Delapena@thekey.com>
>>>>>>> wrote:
>>>>>>>
>>>>>>>
>>>>>>> HI Carol,
>>>>>>>
>>>>>>> The check will be cut this morning
>>>>>>>
>>>>>>> Thank you
>>>>>>>
>>>>>>> Lito Delapena
>>>>>>>
>>>>>>> Manager Customer Contact & Collections Center
>>>>>>> * Please note my email has changed: *
>>>>>>> lito.delapena@thekey.com
>>>>>>> <https://brand.thekey.com/esg/lito.delapena@thekey.com>
>>>>>>> 619-722-8561 Ext. 190013
>>>>>>> TheKey.com <https://www.thekey.com/>
>>>>>>> [image: TheKey] <https://homecareassistance.com/>
>>>>>>>
>>>>>>>
>>>>>>> On Thu, Nov 7, 2024 at 5:48 AM Carol Pawluk <cpawluk@shaw.ca> wrote:
>>>>>>>
>>>>>>>> What will happen with the cheque. Are you mailing it today after
>>>>>>>> the correction has been made?
>>>>>>>>
>>>>>>>> Really need that cheque to correct this problem ASAP
>>>>>>>> Thanks
>>>>>>>> Carol
>>>>>>>>
>>>>>>>> Sent from my iPhone
>>>>>>>>
>>>>>>>> On Nov 7, 2024, at 7:44 AM, Lito Delapena <Lito.Delapena@thekey.com>
>>>>>>>> wrote:
>>>>>>>>
>>>>>>>>
>>>>>>>> Good Morning Carol,
>>>>>>>>
>>>>>>>> Thank you for letting me know, the address I used was based on what
>>>>>>>> we have on fille.I have provided our payments manager the correct postal
>>>>>>>> code and she has updated the mail to address for the check
>>>>>>>>
>>>>>>>> @Brian Boxall <bboxall@thekey.com> Can you make the update to
>>>>>>>> Clear Care please and update the postal code to R3P 0S7 on Jim James
>>>>>>>> henderson's contact page please.
>>>>>>>>
>>>>>>>> Thank you,
>>>>>>>>
>>>>>>>>
>>>>>>>> Lito Delapena
>>>>>>>>
>>>>>>>> Manager Customer Contact & Collections Center
>>>>>>>> * Please note my email has changed: *
>>>>>>>> lito.delapena@thekey.com
>>>>>>>> <https://brand.thekey.com/esg/lito.delapena@thekey.com>
>>>>>>>> 619-722-8561 Ext. 190013
>>>>>>>> TheKey.com <https://www.thekey.com/>
>>>>>>>> [image: TheKey] <https://homecareassistance.com/>
>>>>>>>>
>>>>>>>>
>>>>>>>> On Thu, Nov 7, 2024 at 3:27 AM Carol Pawluk <cpawluk@shaw.ca>
>>>>>>>> wrote:
>>>>>>>>
>>>>>>>>> Lito
>>>>>>>>>
>>>>>>>>> You have my address wrong
>>>>>>>>>
>>>>>>>>> 15 Cuthbertson Place
>>>>>>>>> Winnipeg, Manitoba
>>>>>>>>> R3P 0S7
>>>>>>>>>
>>>>>>>>> You have R3P 0S5
>>>>>>>>> This will delay the cheque delivery a great deal.
>>>>>>>>>
>>>>>>>>> Please correct this and get back to me ASAP with a new plan.
>>>>>>>>>
>>>>>>>>> Thanks
>>>>>>>>> Carol
>>>>>>>>> Sent from my iPhone
>>>>>>>>>
>>>>>>>>> On Nov 6, 2024, at 6:09 PM, Lito Delapena <
>>>>>>>>> Lito.Delapena@thekey.com> wrote:
>>>>>>>>>
>>>>>>>>>
>>>>>>>>> HI Carol,
>>>>>>>>>
>>>>>>>>> Thank you so much for taking my call this afternoon and again I am
>>>>>>>>> so sorry for my error in processing this afternoon. Appreciate you being so
>>>>>>>>> understanding and allowing me to correct my error.
>>>>>>>>>
>>>>>>>>> I have unlocked your Versapay account so you should be good to go
>>>>>>>>> the next time you need to access the portal, also have attached a copy of
>>>>>>>>> the Paid invoice for your records.
>>>>>>>>>
>>>>>>>>> Per our discussion, i will be submitting a refund request totaling
>>>>>>>>> $1,517.55 which will be paid out to you via a check, as requested the
>>>>>>>>> check will be made out to you and mailed to the following address 15
>>>>>>>>> Cuthbertson Place Winnipeg, MB R3P 0S5
>>>>>>>>>
>>>>>>>>> We will wait for you to receive the check prior to us charging
>>>>>>>>> your account for the $1,517.55, keeping my fingers crossed that the post
>>>>>>>>> office does not go on strike so you can get the check as soon as possible
>>>>>>>>>
>>>>>>>>> Thank you again for your understanding, please let me know if you
>>>>>>>>> have any questions
>>>>>>>>>
>>>>>>>>> Thank you,
>>>>>>>>>
>>>>>>>>> Lito Delapena
>>>>>>>>>
>>>>>>>>> Manager Customer Contact & Collections Center
>>>>>>>>> * Please note my email has changed: *
>>>>>>>>> lito.delapena@thekey.com
>>>>>>>>> <https://brand.thekey.com/esg/lito.delapena@thekey.com>
>>>>>>>>