Hi all,
Just following up to ensure this was completed and the daughter as the
required documentation? I haven't seen any response to her after she sent
this email?
*Thank you,*
*Shawntel Sousa, LPN*
Client Success Manager
Direct: 403-305-6588 Calgary Office: 403-301-3777 Vancouver Office:
778-279-3634
*TheKey.ca <http://TheKey.ca>*
[image: TheKey]
On Fri, Jun 7, 2024 at 2:44 PM Colleen Townley <townleyco@gmail.com> wrote:
> Thanks Cathy. I’ll be expecting to see this documentation first thing on
> Monday. I can’t imagine how it should take this long to provide an
> explanation for the over $5000 taken out of my account on May 31st. I’ve
> requested the additional documentation to ensure everything is accurate
> given past issues.
>
> I hope you can understand how troubling this situation is. It’s quite
> upsetting for this to arise now two months after my mom passed away.
>
> Colleen
>
> On Jun 7, 2024, at 2:22 PM, Cathy Saari <billing@thekey.com> wrote:
>
>
> Hi Colleen,
>
> Just want to let you know that we are still working on your reconciliation from
> January to Date including of the hours billed to Sue along with what was
> billed for the CDHC. Will have for you the beginning of next week.
>
> Thanks, Cathy
> Billing Help Desk
> billing@thekey.com
> 1-866-226-1702
> 8:00AM-5:00PM EST Monday-Friday
>
>
> On Wed, 5 Jun at 5:59 PM , Shawntel Sousa <ssousa@homecareassistance.com>
> wrote:
> Hi,
>
> I kindly ask you to email the daughter and let her know that. Kindly
> include at minimum myself and Chuck in the communication so we are aware of
> the progress as it is me that the clients and families take their
> frustrations out on.
>
> The email is
> townleyco@gmail.com and her name is Colleen.
>
> Thank you for your help with this.
>
>
> Best Regards,
> Shawntel Sousa, LPN
> Client Success Manager
> TheKey
>
> Calgary Office number: (403) 301-3777
> Winnipeg Office Number: (204) 489-6000
> Mobile number: (403) 305-6588
>
>
> On Wed, Jun 5, 2024 at 3:42 PM Lito Delapena <billing@thekey.com> wrote:
>
>> Hi Shawntel,
>>
>> Apologies if you had missed my response to Tim upon being looped into
>> this inquiry, while we understand the urgency of this inquiry we are going
>> to need to pull invoices for Sue along with CDHC invoices (due to the
>> authorization) to complete the requests.
>>
>> More than happy to review all the findings with you prior to sending it
>> over to Sue's daughter. Will let you know when we have it all for you
>>
>>
>>
>> Thanks,
>>
>> Lito Delapena
>> Help Desk Manager
>> Billing@thekey.com
>> 866-226-1702
>>
>> On Wed, 5 Jun at 5:25 PM , Shawntel Sousa <ssousa@homecareassistance.com>
>> wrote:
>> Hi team,
>>
>> The daughter of this client is getting extremely frustrated. I just
>> received another email from her extremely mad that this is taking so long
>> to manage.
>>
>> As indicated in the previous email, I do require a full statement of
>> account from what was billed from January to current. The statement sent
>> does not break anything down. She would like to see all charges, what was
>> sent to and paid for by CdHc and then what the client portion is. There are
>> missing dates in the invoice for April, which don’t make any sense to the
>> Daughter. The Daughter would also like all invoices from January to
>> current. She would like a reconciliation done on the account to ensure that
>> they were not double billed because the amount of withdrawals on their
>> account doesn’t make sense and it isn’t the first time that this is
>> happened so she is quite concerned that it has happened again.
>>
>> I would like to consider this as an urgent priority as it’s been a few
>> days in asking for this information and the daughter is very upset with the
>> amount of money coming out of her account. We have received no responses
>> back today in regards to this additional request to look into it a bit
>> deeper and requesting for more information.
>>
>> Kindly provide all information request.
>> Thank you for your time on this.
>>
>> Best Regards,
>> Shawntel Sousa, LPN
>> Client Success Manager
>> TheKey
>>
>> Calgary Office number: (403) 301-3777
>> Winnipeg Office Number: (204) 489-6000
>> Mobile number: (403) 305-6588
>>
>>
>> On Wed, Jun 5, 2024 at 11:18 AM Timothy Thomas <tt@thekey.com> wrote:
>>
>>>
>>> Adding Lito for visibility.
>>>
>>
> 822898:611100
>
>