HI Chuck and Shawntel,
I've asked Marc to contact Ryan today to discuss a possible settlement
offer of 50% of the balance owed totaling $5,202.76, that way we aren't
taking the full hit of that balance in case they want to negotiate.
Thank you,
Lito Delapena
Customer Contact and Collections Manager | TheKey
Mobile: 619-722-8561
<http://www.thekey.com>
On Thu, Dec 18, 2025 at 3:03 PM Chuck Terlesky <cterlesky@thekey.com> wrote:
> This seems like it may be a lost cause - if you would like to 1/2 the
> total for a write off, then see about a payment plan? Maybe refer to the
> signed document they signed?
>
> Tough hit - but might have to happen.
>
> Chuck
>
> On Thu, Dec 18, 2025 at 3:35 PM Shawntel Sousa <ssousa@thekey.com> wrote:
>
>> Hi,
>>
>> When I spoke with them about it they said they couldn’t afford it and
>> they were really upset about it.
>>
>> You could try to see if they could pay some of it with a payment plan.
>>
>> *Respectfully, *
>>
>> *Shawntel Sousa, LPN*
>>
>> Client Success Manager | TheKey
>>
>> Mobile: 403-305-6588 Office: 403-301-3777
>>
>>
>> <http://www.thekey.com>
>>
>>
>>
>> On Thu, Dec 18, 2025 at 3:33 PM Marc Atkinson <collectionsteam@thekey.com>
>> wrote:
>>
>>> Hi Shawntel and Chuck,
>>>
>>> I spoke to Ryan Monette concerning the open balance from the CDHC short
>>> payments and non-payments due to hours not covered.
>>>
>>> Please advise on what we should do with the remaining balance. Based on
>>> the conversation I had with him, I feel it's highly doubtful they will be
>>> able to pay anything towards the balance.
>>>
>>> If we were to write off the total balance, it would be $10,405.53. We
>>> can try again to see if he would bewilling to pay something, but I just
>>> feel we would get the same response from him. Perhaps your office might
>>> have better success.
>>>
>>> Thank you.
>>>
>>> Regards,
>>>
>>> Marc Atkinson
>>> Senior Client Account Specialist
>>> Customer Contact & Collections Center
>>> 866-226-1702 - Main Line
>>> 239-264-1290 - Direct
>>> billing@thekey.com
>>>
>>> On Tue, 16 Dec at 1:36 PM , Marc Atkinson <collectionsteam@thekey.com>
>>> wrote:
>>> Hi Ryan,
>>>
>>> My name is Marc Atkinson from TheKey's Billing Department, regarding the
>>> 2025 out of pocket costs for Lorraine Monette's home care assistance
>>> service with us. I just called you and left a voicemail to discuss this
>>> balance and to assist you with reconciling it.
>>>
>>> When you are available, please call me back directly 239-264-1290 or
>>> kindly respond to this email so we may set a date and a time to connect
>>> over the phone.
>>>
>>> Thank you.
>>>
>>> Regards,
>>>
>>> Marc Atkinson
>>> Senior Client Account Specialist
>>> Customer Contact & Collections Center
>>> 866-226-1702 - Main Line
>>> 239-264-1290 - Direct
>>> billing@thekey.com
>>>
>>>
>>> 1343136:611100
>>>
>>
>
> --
> Chuck Terlesky B.A., CCPE
> General Manager
> Calgary, Alberta
>
> Calgary: 403-301-3777
>
> TheKey.ca <https://thekey.ca/>
>
> [image: TheKey]
>
>