Re: HIll Hamnett - The Key - Payments Declining - Please Respond

The charge we have been running has been for $4,449.54 - There may be new
invoicing since then.

*John Janiga*
Senior Accounts Receivable Specialist
*john.janiga@thekey.com <john.janiga@thekey.com>*
*408-647-7538 *
TheKey.com <https://www.thekey.com/>
[image: TheKey] <https://homecareassistance.com/>



On Thu, Nov 9, 2023 at 9:01 AM Timothy Thomas <tt@thekey.com> wrote:

> We'll speak to Hamnett today and secure a new method of payment. Could you
> please confirm the balance outstanding?
>
> On Thu, Nov 9, 2023 at 8:15 AM John Janiga <john.janiga@thekey.com> wrote:
>
>> Yes, I provided this but converge didn't have a field to enter it.
>>
>> It was 833.
>>
>> *John Janiga*
>> Senior Accounts Receivable Specialist
>> *john.janiga@thekey.com <john.janiga@thekey.com>*
>> *408-647-7538 *
>> TheKey.com <https://www.thekey.com/>
>> [image: TheKey] <https://homecareassistance.com/>
>>
>>
>>
>> On Wed, Nov 8, 2023 at 4:43 PM Vashon Palloo <vashon.palloo@thekey.com>
>> wrote:
>>
>>> Out of curiosity, what did the client say when you mentioned that the
>>> CVV is wrong? Did they verify the 3 numbers?
>>>
>>> On Wed, Nov 8, 2023 at 4:42 PM John Janiga <john.janiga@thekey.com>
>>> wrote:
>>>
>>>> @Timothy Thomas <tt@thekey.com>  Tim, how should I approach this?
>>>>
>>>> I usually request a new form of payment but I feel that may not go over
>>>> well with the client Hamnet and contact Fotini.
>>>>
>>>> Let me know and I will follow up with them.
>>>>
>>>> Thanks for trying Vashon.
>>>>
>>>> Best,
>>>> *John Janiga*
>>>> Senior Accounts Receivable Specialist
>>>> *john.janiga@thekey.com <john.janiga@thekey.com>*
>>>> *408-647-7538 *
>>>> TheKey.com <https://www.thekey.com/>
>>>> [image: TheKey] <https://homecareassistance.com/>
>>>>
>>>>
>>>>
>>>> On Wed, Nov 8, 2023 at 4:39 PM Vashon Palloo <vashon.palloo@thekey.com>
>>>> wrote:
>>>>
>>>>> Still won't work.
>>>>>
>>>>>
>>>>> On Wed, Nov 8, 2023 at 4:24 PM John Janiga <john.janiga@thekey.com>
>>>>> wrote:
>>>>>
>>>>>> Sure thing Vashon and thank you!
>>>>>>
>>>>>> Here you go.  $4,449.54
>>>>>>
>>>>>> [image: image.png]
>>>>>> *John Janiga*
>>>>>> Senior Accounts Receivable Specialist
>>>>>> *john.janiga@thekey.com <john.janiga@thekey.com>*
>>>>>> *408-647-7538 *
>>>>>> TheKey.com <https://www.thekey.com/>
>>>>>> [image: TheKey] <https://homecareassistance.com/>
>>>>>>
>>>>>>
>>>>>>
>>>>>> On Wed, Nov 8, 2023 at 4:18 PM Vashon Palloo <
>>>>>> vashon.palloo@thekey.com> wrote:
>>>>>>
>>>>>>> Yes we can try. Do you have the dollar amount? I can't get into QB
>>>>>>> right now to look at the account.
>>>>>>>
>>>>>>> On Wed, Nov 8, 2023 at 4:13 PM John Janiga <john.janiga@thekey.com>
>>>>>>> wrote:
>>>>>>>
>>>>>>>> @Vashon Palloo <vashon.palloo@thekey.com>  Would Tim's suggestion
>>>>>>>> be an option we could use ?
>>>>>>>>
>>>>>>>> Card has declined again and will not process through Converge.
>>>>>>>>
>>>>>>>> Client and contact are adamant that the card has no issues.
>>>>>>>>
>>>>>>>> *John Janiga*
>>>>>>>> Senior Accounts Receivable Specialist
>>>>>>>> *john.janiga@thekey.com <john.janiga@thekey.com>*
>>>>>>>> *408-647-7538 *
>>>>>>>> TheKey.com <https://www.thekey.com/>
>>>>>>>> [image: TheKey] <https://homecareassistance.com/>
>>>>>>>>
>>>>>>>>
>>>>>>>>
>>>>>>>> On Tue, Nov 7, 2023 at 3:15 PM Timothy Thomas <tt@thekey.com>
>>>>>>>> wrote:
>>>>>>>>
>>>>>>>>> Could we use one of the other Canadian merchant services and debit
>>>>>>>>> the funds over?
>>>>>>>>>
>>>>>>>>> On Tue, Nov 7, 2023 at 3:05 PM John Janiga <john.janiga@thekey.com>
>>>>>>>>> wrote:
>>>>>>>>>
>>>>>>>>>> Hey Tim and Vashon,
>>>>>>>>>>
>>>>>>>>>> Not sure what else we can do here, my only other suggestion would
>>>>>>>>>> be to maybe try and run it through Solupay with the CAD conversion to see
>>>>>>>>>> if the other platform will accept it.
>>>>>>>>>>
>>>>>>>>>> They seem reluctant to provide a new form of payment, so I have
>>>>>>>>>> not asked as they believe this is our internal error.
>>>>>>>>>>
>>>>>>>>>> Let me know what you think.
>>>>>>>>>>
>>>>>>>>>> Best,
>>>>>>>>>>
>>>>>>>>>> *John Janiga*
>>>>>>>>>> Senior Accounts Receivable Specialist
>>>>>>>>>> *john.janiga@thekey.com <john.janiga@thekey.com>*
>>>>>>>>>> *408-647-7538 *
>>>>>>>>>> TheKey.com <https://www.thekey.com/>
>>>>>>>>>> [image: TheKey] <https://homecareassistance.com/>
>>>>>>>>>>
>>>>>>>>>>
>>>>>>>>>>
>>>>>>>>>> ---------- Forwarded message ---------
>>>>>>>>>> From: Contaras, Fotini <fotini@vesperadvisors.com>
>>>>>>>>>> Date: Tue, Nov 7, 2023 at 2:48 PM
>>>>>>>>>> Subject: Re: HIll Hamnett - The Key - Payments Declining - Please
>>>>>>>>>> Respond
>>>>>>>>>> To: John Janiga <john.janiga@thekey.com>
>>>>>>>>>> Cc: Hammie <hammie.hill@gmail.com>
>>>>>>>>>>
>>>>>>>>>>
>>>>>>>>>> The the card is in good standing,  so not sure what else can be
>>>>>>>>>> done here.
>>>>>>>>>>
>>>>>>>>>> On Tue, Nov 7, 2023 at 9:30 AM John Janiga <
>>>>>>>>>> john.janiga@thekey.com> wrote:
>>>>>>>>>>
>>>>>>>>>>> Hello Fotini and Hammie,
>>>>>>>>>>>
>>>>>>>>>>> I confirmed the CVV and account number entered is correct.
>>>>>>>>>>>
>>>>>>>>>>> Unfortunately, the card is still declining.
>>>>>>>>>>>
>>>>>>>>>>> Please advise on how we can proceed.
>>>>>>>>>>>
>>>>>>>>>>> I looked into this more and the reason is listed as
>>>>>>>>>>>
>>>>>>>>>>> "Merchants who receive a chargeback for a transaction placed
>>>>>>>>>>> with a Visa card may encounter reason code 82, which indicates an
>>>>>>>>>>> improperly processed transaction that the cardholder does not believe they
>>>>>>>>>>> should be responsible for paying."
>>>>>>>>>>>
>>>>>>>>>>> Best Regards,
>>>>>>>>>>> *John Janiga*
>>>>>>>>>>> Senior Accounts Receivable Specialist
>>>>>>>>>>> *john.janiga@thekey.com <john.janiga@thekey.com>*
>>>>>>>>>>> *408-647-7538 *
>>>>>>>>>>> TheKey.com <https://www.thekey.com/>
>>>>>>>>>>> [image: TheKey] <https://homecareassistance.com/>
>>>>>>>>>>>
>>>>>>>>>>>
>>>>>>>>>>>
>>>>>>>>>>> On Mon, Nov 6, 2023 at 10:12 AM John Janiga <
>>>>>>>>>>> john.janiga@thekey.com> wrote:
>>>>>>>>>>>
>>>>>>>>>>>> Hello Fotini,
>>>>>>>>>>>>
>>>>>>>>>>>> I can confirm that we are using the credit card recently
>>>>>>>>>>>> provided ending in 3811.
>>>>>>>>>>>>
>>>>>>>>>>>> [image: image.png]
>>>>>>>>>>>>
>>>>>>>>>>>> I am currently verifying the CVV we have entered is the correct
>>>>>>>>>>>> one on file.
>>>>>>>>>>>>
>>>>>>>>>>>> Thank you for your patience.
>>>>>>>>>>>>
>>>>>>>>>>>> Best,
>>>>>>>>>>>>
>>>>>>>>>>>> *John Janiga*
>>>>>>>>>>>> Senior Accounts Receivable Specialist
>>>>>>>>>>>> *john.janiga@thekey.com <john.janiga@thekey.com>*
>>>>>>>>>>>> *408-647-7538 *
>>>>>>>>>>>> TheKey.com <https://www.thekey.com/>
>>>>>>>>>>>> [image: TheKey] <https://homecareassistance.com/>
>>>>>>>>>>>>
>>>>>>>>>>>>
>>>>>>>>>>>>
>>>>>>>>>>>> On Mon, Nov 6, 2023 at 9:08 AM Contaras, Fotini <
>>>>>>>>>>>> fotini@vesperadvisors.com> wrote:
>>>>>>>>>>>>
>>>>>>>>>>>>> Hi John, i believe this may be the issue:
>>>>>>>>>>>>> We sent new credit card info on Sept 18th (Hammie's credit
>>>>>>>>>>>>> card information ending in 3811)
>>>>>>>>>>>>> I see this was not switched over because his son's card
>>>>>>>>>>>>> continued to be charged (Hamnett's card ending in 8506) for invoices 50339
>>>>>>>>>>>>> and 50539. (Originally we had provided Hamnett's card)
>>>>>>>>>>>>>
>>>>>>>>>>>>> Can you confirm that the card on file is Hammie's ending in
>>>>>>>>>>>>> 3811 and the latest invoice has been charged accordingly?
>>>>>>>>>>>>>
>>>>>>>>>>>>> On Fri, Nov 3, 2023 at 8:43 AM John Janiga <
>>>>>>>>>>>>> john.janiga@thekey.com> wrote:
>>>>>>>>>>>>>
>>>>>>>>>>>>>> Hello Fotini,
>>>>>>>>>>>>>>
>>>>>>>>>>>>>> Hammie has been in contact and provided information and we
>>>>>>>>>>>>>> are attempting to reprocess.
>>>>>>>>>>>>>>
>>>>>>>>>>>>>> Best,
>>>>>>>>>>>>>> *John Janiga*
>>>>>>>>>>>>>> Senior Accounts Receivable Specialist
>>>>>>>>>>>>>> *john.janiga@thekey.com <john.janiga@thekey.com>*
>>>>>>>>>>>>>> *408-647-7538 *
>>>>>>>>>>>>>> TheKey.com <https://www.thekey.com/>
>>>>>>>>>>>>>> [image: TheKey] <https://homecareassistance.com/>
>>>>>>>>>>>>>>
>>>>>>>>>>>>>>
>>>>>>>>>>>>>>
>>>>>>>>>>>>>> On Thu, Nov 2, 2023 at 4:46 PM Contaras, Fotini <
>>>>>>>>>>>>>> fotini@vesperadvisors.com> wrote:
>>>>>>>>>>>>>>
>>>>>>>>>>>>>>> John I don't have the card, so Hammie will be the one that
>>>>>>>>>>>>>>> can go over the credit card information with you.
>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>> On Thu, Nov 2, 2023 at 2:14 PM John Janiga <
>>>>>>>>>>>>>>> john.janiga@thekey.com> wrote:
>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>> Hello Hammie,
>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>> It's a MasterCard ending in 3811 it is claiming we have the
>>>>>>>>>>>>>>>> incorrect CVV.
>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>> Best,
>>>>>>>>>>>>>>>> *John Janiga*
>>>>>>>>>>>>>>>> Senior Accounts Receivable Specialist
>>>>>>>>>>>>>>>> *john.janiga@thekey.com <john.janiga@thekey.com>*
>>>>>>>>>>>>>>>> *408-647-7538 *
>>>>>>>>>>>>>>>> TheKey.com <https://www.thekey.com/>
>>>>>>>>>>>>>>>> [image: TheKey] <https://homecareassistance.com/>
>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>> On Thu, Nov 2, 2023 at 2:08 PM Hammie <
>>>>>>>>>>>>>>>> hammie.hill@gmail.com> wrote:
>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>> What credit card number are you using?
>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>> Hammie Hill
>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>> On Nov 2, 2023, at 1:54 PM, John Janiga <
>>>>>>>>>>>>>>>>> john.janiga@thekey.com> wrote:
>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>> 
>>>>>>>>>>>>>>>>> Hello Fotini,
>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>> Unfortunately, the credit card has been declined again.
>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>> Please advise, perhaps there is another form of payment we
>>>>>>>>>>>>>>>>> may try?
>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>> Best Regards,
>>>>>>>>>>>>>>>>> *John Janiga*
>>>>>>>>>>>>>>>>> Senior Accounts Receivable Specialist
>>>>>>>>>>>>>>>>> *john.janiga@thekey.com <john.janiga@thekey.com>*
>>>>>>>>>>>>>>>>> *408-647-7538 *
>>>>>>>>>>>>>>>>> TheKey.com <https://www.thekey.com/>
>>>>>>>>>>>>>>>>> [image: TheKey] <https://homecareassistance.com/>
>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>> On Fri, Oct 27, 2023 at 7:07 AM Contaras, Fotini <
>>>>>>>>>>>>>>>>> fotini@vesperadvisors.com> wrote:
>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>> Hi John, I can call you to review the credit card
>>>>>>>>>>>>>>>>>> details. I don't understand why the charge wouldn't be going through
>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>> On Thu, Oct 26, 2023 at 2:10 PM John Janiga <
>>>>>>>>>>>>>>>>>> john.janiga@thekey.com> wrote:
>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>> Hello Fotini,
>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>> We did run the payments again and received a declined
>>>>>>>>>>>>>>>>>>> payment.
>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>> These are the payments that have been declined.
>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>> <image.png>
>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>> Please advise and thank you for your assistance.
>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>> *John Janiga*
>>>>>>>>>>>>>>>>>>> Senior Accounts Receivable Specialist
>>>>>>>>>>>>>>>>>>> *john.janiga@thekey.com <john.janiga@thekey.com>*
>>>>>>>>>>>>>>>>>>> *408-647-7538 *
>>>>>>>>>>>>>>>>>>> TheKey.com <https://www.thekey.com/>
>>>>>>>>>>>>>>>>>>> [image: TheKey] <https://homecareassistance.com/>
>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>> On Mon, Oct 23, 2023 at 12:16 PM Contaras, Fotini <
>>>>>>>>>>>>>>>>>>> fotini@vesperadvisors.com> wrote:
>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>> Can you try running the card payment again? The credit
>>>>>>>>>>>>>>>>>>>> card is in good standing and there should be no reason for it to be
>>>>>>>>>>>>>>>>>>>> declined.
>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>> On Mon, Oct 23, 2023 at 10:12 AM John Janiga <
>>>>>>>>>>>>>>>>>>>> john.janiga@thekey.com> wrote:
>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>> Hello Fotini,
>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>> The invoice total is for $1,552.16 - Please see
>>>>>>>>>>>>>>>>>>>>> attached and let me know if you have any questions.
>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>> Best Regards,
>>>>>>>>>>>>>>>>>>>>> *John Janiga*
>>>>>>>>>>>>>>>>>>>>> Senior Accounts Receivable Specialist
>>>>>>>>>>>>>>>>>>>>> *john.janiga@thekey.com <john.janiga@thekey.com>*
>>>>>>>>>>>>>>>>>>>>> *408-647-7538 *
>>>>>>>>>>>>>>>>>>>>> TheKey.com <https://www.thekey.com/>
>>>>>>>>>>>>>>>>>>>>> [image: TheKey] <https://homecareassistance.com/>
>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>> On Sun, Oct 22, 2023 at 11:04 AM Contaras, Fotini <
>>>>>>>>>>>>>>>>>>>>> fotini@vesperadvisors.com> wrote:
>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>>> Hello John,
>>>>>>>>>>>>>>>>>>>>>> What is the invoice you are trying to charge to
>>>>>>>>>>>>>>>>>>>>>> the card?
>>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>>> On Fri, Oct 20, 2023 at 3:12 PM Hamnett Hill <
>>>>>>>>>>>>>>>>>>>>>> hamnett@gmail.com> wrote:
>>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>>>> Hello,
>>>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>>>> I am again copying Hammie Hill, the patient, billing
>>>>>>>>>>>>>>>>>>>>>>> contact and payor on this file.
>>>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>>>> Hamnett
>>>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>>>> On Fri, Oct 20, 2023 at 1:25 PM John Janiga <
>>>>>>>>>>>>>>>>>>>>>>> john.janiga@thekey.com> wrote:
>>>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>>>>> Hello Hill,
>>>>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>>>>> I'm emailing to inform you that the payment method
>>>>>>>>>>>>>>>>>>>>>>>> we have on file for the above named client ending in 3811 has been
>>>>>>>>>>>>>>>>>>>>>>>> declined.
>>>>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>>>>> Please give me a call with any questions or
>>>>>>>>>>>>>>>>>>>>>>>> concerns you may have and to update the payment method if required.
>>>>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>>>>> Thank you for your attention to this matter.
>>>>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>>>>> Best Regards,
>>>>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>>>>> *John Janiga*
>>>>>>>>>>>>>>>>>>>>>>>> Senior Accounts Receivable Specialist
>>>>>>>>>>>>>>>>>>>>>>>> *john.janiga@thekey.com <john.janiga@thekey.com>*
>>>>>>>>>>>>>>>>>>>>>>>> *408-647-7538 *
>>>>>>>>>>>>>>>>>>>>>>>> TheKey.com <https://www.thekey.com/>
>>>>>>>>>>>>>>>>>>>>>>>> [image: TheKey] <https://homecareassistance.com/>
>>>>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>
>>>>>>>>> --
>>>>>>>>> Tim Thomas
>>>>>>>>> Head of Canada Division
>>>>>>>>> *Please note my email has changed:*
>>>>>>>>> tt@TheKey.com <tt@thekey.com>
>>>>>>>>> (514) 591-9387
>>>>>>>>> TheKey.ca <https://www.thekey.ca/>
>>>>>>>>> [image: TheKey] <https://www.thekey.com/>
>>>>>>>>>
>>>>>>>>
>>>>>>>
>>>>>>> --
>>>>>>>
>>>>>>> *Vashon Palloo*
>>>>>>>
>>>>>>> Senior Accounts Receivable Specialist
>>>>>>>
>>>>>>> vashon.palloo@thekey.com
>>>>>>>
>>>>>>> [image: TheKey] <https://homecareassistance.com/>
>>>>>>>
>>>>>>
>>>>>
>>>>> --
>>>>>
>>>>> *Vashon Palloo*
>>>>>
>>>>> Senior Accounts Receivable Specialist
>>>>>
>>>>> vashon.palloo@thekey.com
>>>>>
>>>>> [image: TheKey] <https://homecareassistance.com/>
>>>>>
>>>>
>>>
>>> --
>>>
>>> *Vashon Palloo*
>>>
>>> Senior Accounts Receivable Specialist
>>>
>>> vashon.palloo@thekey.com
>>>
>>> [image: TheKey] <https://homecareassistance.com/>
>>>
>>
>
> --
> Tim Thomas
> Head of Canada Division
> *Please note my email has changed:*
> tt@TheKey.com <tt@thekey.com>
> (514) 591-9387
> TheKey.ca <https://www.thekey.ca/>
> [image: TheKey] <https://www.thekey.com/>
>