Hi,
I have sent another email with Candice in it - she sent me a message -
Please see - she only wants to talk to Lito.
I would suggest that we just keep it to one person that she is familiar
with, she is already very upset.
*Respectfully, *
*Shawntel Sousa, LPN*
Client Success Manager | TheKey
Mobile: 403-305-6588 Office: 403-301-3777
<http://www.thekey.com>
On Wed, Jan 21, 2026 at 1:45 PM Marc Atkinson <collectionsteam@thekey.com>
wrote:
> Hi Shawntel and Chuck,
>
> Thank you for the follow ups.
>
> Lito is out on vacation until 2/2, so we will need to await his return
> before addressing this again.
>
> Regards,
>
> Marc Atkinson
> Team Leader
> Customer Contact & Collections Center
> 866-226-1702 - Main Line
> 239-264-1290 - Direct Line
> marc.atkinson@thekey.com
>
> [image: logo-the-key.svg]
>
> On Wed, 21 Jan at 1:43 PM , Marc Atkinson <collectionsteam@thekey.com>
> wrote:
> Good Afternoon,
>
> I just had a 15 minute conversation with Candice Albo concerning the 2025
> balances that were just moved over from CDHC to the Albos' private pay
> accounts.
>
> All in all, she still does not understand why we are billing them for
> services in 2025 and is blaming our accounting department for "not having
> our information and billing in order at the time this originally occurred".
>
> I did my best to explain why these funds are owed to us and she is
> disputing the balances for multiple reasons:
>
> 1. She claims she does not know who to pay and believes our company has
> changed hands (ownership) multiple times in the last year. I explained that
> it has not but she disagrees and claims she has proof of it. I feel she
> will not send us anything to substantiate these claims.
> 2. She claims she already paid what we invoiced. I explained to her that
> they were only invoiced for the rate difference between the rate the CDHC
> covers vs. the total rate charged to them, but she could not confirm this.
> She advised that she doesn't have time to look at the invoices and does not
> know what I mean when I explained the rate difference. She kept saying that
> the invoices we initially sent to her were incomplete and did not contain
> all information. I explained why this was, that everything other than the
> rate difference was billed to the CDHC. She blames us for not providing her
> with the complete information in a timelier manner.
> 3. She believes we are "taking advantage of elderly people who cannot
> defend themselves" and she is under the impression that this is what we are
> doing in this matter.
>
> We went back and forth on everything and she advised us not to contact her
> about this anymore and that any further communication concerning any
> balances from 2025 will need to be between us and her attorney. She
> confirmed that all documentation regarding the 2025 balances are being
> looked at by their accountant and attorney and that she will not proceed in
> any capacity, until they advise her on what to do. I asked her to confirm
> if she has the 2025 invoices that were just moved over and advised they
> were sent to her through Versapay. For some reason, she ignored this
> question and wouldn't answer it.
>
> I checked VP while on the phone with her and confirmed that the invoices
> were emailed to her but they were never opened. Thus, I feel she does not
> have any of the actual invoices or information concerning the 2025 balances.
>
> At this time, I feel we need to come to a decision on how to proceed.
> Billing is not privy to the Albos' influence in the Calgary area and if
> pursuing the balances will create a bad reputation for us. The money is
> truly owed on their end, but she disagrees and it might take us a while to
> be able to collect in full, especially if we need to proceed through legal
> channels.
>
> Seen below are the statements of the open balances and attached are the
> open invoices. Perhaps your office can email the invoices and statement to
> her, so she sees what they are being billed? I can email them to her if you
> would like for me to do so, but she already told me (and Billing) not to
> contact her anymore.
>
> Please review and advise on how your office feels we should proceed with
> collections.
>
> Thank you.
>
> *146691 Mary Albo CDHC*
>
> Invoice Number
> Invoice Date
> Invoice Amount
> Amount Paid
> Amount Remaining
> Due Date
> Service Start Date
> Service End Date
> 1226395 1/15/2025 $263.12 $0.00 $263.12 2/15/2026 1/1/2025 1/8/2025
> 1226396 1/29/2025 $537.76 $0.00 $537.76 2/15/2026 1/13/2025 1/22/2025
> 1226397 2/12/2025 $382.48 $0.00 $382.48 2/15/2026 1/27/2025 2/5/2025
> 1226399 2/26/2025 $362.99 $0.00 $362.99 2/15/2026 2/10/2025 2/19/2025
> 1226398 3/12/2025 $537.76 $0.00 $537.76 2/15/2026 2/24/2025 3/5/2025
> 1226400 3/26/2025 $537.76 $0.00 $537.76 2/15/2026 3/10/2025 3/19/2025
> 1226401 4/9/2025 $382.48 $0.00 $382.48 2/15/2026 3/24/2025 3/31/2025
> 1226402 4/23/2025 $502.47 $0.00 $502.47 2/15/2026 4/7/2025 4/17/2025
> 1226403 5/7/2025 $403.32 $0.00 $403.32 2/15/2026 4/21/2025 4/30/2025
> 1226404 5/21/2025 $134.44 $0.00 $134.44 2/15/2026 5/5/2025 5/15/2025
> 1226405 6/4/2025 $516.92 $0.00 $516.92 2/15/2026 5/19/2025 5/29/2025
> 1226406 7/2/2025 $537.76 $0.00 $537.76 2/15/2026 6/16/2025 6/27/2025
> 1226407 7/16/2025 $67.22 $0.00 $67.22 2/15/2026 6/30/2025 6/30/2025
> 1226409 7/30/2025 $537.76 $0.00 $537.76 2/15/2026 7/14/2025 7/25/2025
> 1226408 8/13/2025 $516.92 $0.00 $516.92 2/15/2026 7/28/2025 8/7/2025
> 1226411 8/27/2025 $537.76 $0.00 $537.76 2/15/2026 8/11/2025 8/22/2025
> 1226410 9/10/2025 $268.88 $0.00 $268.88 2/15/2026 8/25/2025 8/29/2025
> 1226412 10/8/2025 $336.10 $0.00 $336.10 2/15/2026 9/22/2025 9/29/2025
> 1226414 10/22/2025 $544.48 $0.00 $544.48 2/15/2026 10/6/2025 10/16/2025
> 1226413 11/5/2025 $455.32 $0.00 $455.32 2/15/2026 10/20/2025 10/29/2025
> 1226416 11/19/2025 $544.48 $0.00 $544.48 2/15/2026 11/3/2025 11/14/2025
> 1226417 12/3/2025 $544.48 $0.00 $544.48 2/15/2026 11/17/2025 11/28/2025
> 1226415 12/17/2025 $136.12 $0.00 $136.12 2/15/2026 12/11/2025 12/12/2025
>
>
>
>
>
>
>
>
>
>
>
>
> $9,588.78
>
>
>
> *146984 Ray Albo CDHC*
>
> Invoice Number
> Invoice Date
> Invoice Amount
> Amount Paid
> Amount Remaining
> Due Date
> Days Overdue
> Service Start Date
> Service End Date
> 1226376 1/29/2025 $537.76 $0.00 $537.76 2/15/2026 0 1/16/2025 1/24/2025
> 1226377 2/12/2025 $268.88 $0.00 $268.88 2/15/2026 0 1/30/2025 1/31/2025
> 1226375 3/12/2025 $268.88 $0.00 $268.88 2/15/2026 0 2/27/2025 2/28/2025
> 1226378 3/26/2025 $537.76 $0.00 $537.76 2/15/2026 0 3/13/2025 3/21/2025
> 1226374 4/9/2025 $268.88 $0.00 $268.88 2/15/2026 0 3/27/2025 3/28/2025
> 1226379 4/23/2025 $67.22 $0.00 $67.22 2/15/2026 0 4/9/2025 4/14/2025
> 1226380 5/7/2025 $403.32 $0.00 $403.32 2/15/2026 0 4/21/2025 4/30/2025
> 1226382 5/21/2025 $941.08 $0.00 $941.08 2/15/2026 0 5/5/2025 5/16/2025
> 1226381 6/4/2025 $537.76 $0.00 $537.76 2/15/2026 0 5/19/2025 5/29/2025
> 1226383 6/18/2025 $470.54 $0.00 $470.54 2/15/2026 0 6/2/2025 6/13/2025
> 1226386 7/2/2025 $537.76 $0.00 $537.76 2/15/2026 0 6/16/2025 6/27/2025
> 1226384 8/13/2025 $160.92 $0.00 $160.92 2/15/2026 0 7/28/2025 7/31/2025
> 1226385 9/10/2025 $268.88 $0.00 $268.88 2/15/2026 0 8/25/2025 8/29/2025
> 1226388 9/24/2025 $537.76 $0.00 $537.76 2/15/2026 0 9/8/2025 9/19/2025
> 1226387 10/8/2025 $336.10 $0.00 $336.10 2/15/2026 0 9/22/2025 9/29/2025
> 1226389 10/22/2025 $306.27 $0.00 $306.27 2/15/2026 0 10/6/2025 10/14/2025
> 1226391 11/5/2025 $544.48 $0.00 $544.48 2/15/2026 0 10/20/2025 10/31/2025
> 1226392 11/19/2025 $68.06 $0.00 $68.06 2/15/2026 0 11/3/2025 11/13/2025
> 1226393 12/3/2025 $663.59 $0.00 $663.59 2/15/2026 0 11/17/2025 11/28/2025
> 1226390 12/17/2025 $204.18 $0.00 $204.18 2/15/2026 0 12/5/2025 12/10/2025
> 1226394 12/31/2025 $206.57 $0.00 $206.57 2/15/2026 0 12/22/2025 12/24/2025
> 1226207 1/14/2026 $31.76 $0.00 $31.76 1/16/2026 5 1/5/2026 1/9/2026
>
>
>
>
>
>
>
>
>
>
>
>
>
> $8,168.41
>
>
>
>
> Regards,
>
> Marc Atkinson
> Team Leader
> Customer Contact & Collections Center
> 866-226-1702 - Main Line
> 239-264-1290 - Direct Line
> marc.atkinson@thekey.com
>
> [image: logo-the-key.svg]
>
> On Wed, 21 Jan at 1:15 PM , 146691 Mary Albo CDHC & 146984 Ray Albo CDHC <
> candicea@shaw.ca> wrote:
> Called 403-861-0203 to speak to Candice Albo concerning the balance due
> and the unapplied funds on both clients' accounts.
>
> She claims she does not understand why she owes the funds to us and
> believes
>
> *146691 Mary Albo CDHC*
>
>
> Invoice Number
> Invoice Date
> Invoice Amount
> Amount Paid
> Amount Remaining
> Due Date
> Service Start Date
> Service End Date
> 1226395 1/15/2025 $263.12 $0.00 $263.12 2/15/2026 1/1/2025 1/8/2025
> 1226396 1/29/2025 $537.76 $0.00 $537.76 2/15/2026 1/13/2025 1/22/2025
> 1226397 2/12/2025 $382.48 $0.00 $382.48 2/15/2026 1/27/2025 2/5/2025
> 1226399 2/26/2025 $362.99 $0.00 $362.99 2/15/2026 2/10/2025 2/19/2025
> 1226398 3/12/2025 $537.76 $0.00 $537.76 2/15/2026 2/24/2025 3/5/2025
> 1226400 3/26/2025 $537.76 $0.00 $537.76 2/15/2026 3/10/2025 3/19/2025
> 1226401 4/9/2025 $382.48 $0.00 $382.48 2/15/2026 3/24/2025 3/31/2025
> 1226402 4/23/2025 $502.47 $0.00 $502.47 2/15/2026 4/7/2025 4/17/2025
> 1226403 5/7/2025 $403.32 $0.00 $403.32 2/15/2026 4/21/2025 4/30/2025
> 1226404 5/21/2025 $134.44 $0.00 $134.44 2/15/2026 5/5/2025 5/15/2025
> 1226405 6/4/2025 $516.92 $0.00 $516.92 2/15/2026 5/19/2025 5/29/2025
> 1226406 7/2/2025 $537.76 $0.00 $537.76 2/15/2026 6/16/2025 6/27/2025
> 1226407 7/16/2025 $67.22 $0.00 $67.22 2/15/2026 6/30/2025 6/30/2025
> 1226409 7/30/2025 $537.76 $0.00 $537.76 2/15/2026 7/14/2025 7/25/2025
> 1226408 8/13/2025 $516.92 $0.00 $516.92 2/15/2026 7/28/2025 8/7/2025
> 1226411 8/27/2025 $537.76 $0.00 $537.76 2/15/2026 8/11/2025 8/22/2025
> 1226410 9/10/2025 $268.88 $0.00 $268.88 2/15/2026 8/25/2025 8/29/2025
> 1226412 10/8/2025 $336.10 $0.00 $336.10 2/15/2026 9/22/2025 9/29/2025
> 1226414 10/22/2025 $544.48 $0.00 $544.48 2/15/2026 10/6/2025 10/16/2025
> 1226413 11/5/2025 $455.32 $0.00 $455.32 2/15/2026 10/20/2025 10/29/2025
> 1226416 11/19/2025 $544.48 $0.00 $544.48 2/15/2026 11/3/2025 11/14/2025
> 1226417 12/3/2025 $544.48 $0.00 $544.48 2/15/2026 11/17/2025 11/28/2025
> 1226415 12/17/2025 $136.12 $0.00 $136.12 2/15/2026 12/11/2025 12/12/2025
>
>
>
>
>
>
>
>
>
>
>
>
> $9,588.78
>
>
> Unapplied Funds
>
>
>
>
>
>
> 11/19/2025 $475.19
>
>
>
>
>
> 1/19/2026 $272.24
>
>
>
>
>
>
> $747.43
>
>
>
>
>
>
>
>
> *146984 Ray Albo CDHC*
>
>
> Invoice Number
> Invoice Date
> Invoice Amount
> Amount Paid
> Amount Remaining
> Due Date
> Days Overdue
> Service Start Date
> Service End Date
> 1226376 1/29/2025 $537.76 $0.00 $537.76 2/15/2026 0 1/16/2025 1/24/2025
> 1226377 2/12/2025 $268.88 $0.00 $268.88 2/15/2026 0 1/30/2025 1/31/2025
> 1226375 3/12/2025 $268.88 $0.00 $268.88 2/15/2026 0 2/27/2025 2/28/2025
> 1226378 3/26/2025 $537.76 $0.00 $537.76 2/15/2026 0 3/13/2025 3/21/2025
> 1226374 4/9/2025 $268.88 $0.00 $268.88 2/15/2026 0 3/27/2025 3/28/2025
> 1226379 4/23/2025 $67.22 $0.00 $67.22 2/15/2026 0 4/9/2025 4/14/2025
> 1226380 5/7/2025 $403.32 $0.00 $403.32 2/15/2026 0 4/21/2025 4/30/2025
> 1226382 5/21/2025 $941.08 $0.00 $941.08 2/15/2026 0 5/5/2025 5/16/2025
> 1226381 6/4/2025 $537.76 $0.00 $537.76 2/15/2026 0 5/19/2025 5/29/2025
> 1226383 6/18/2025 $470.54 $0.00 $470.54 2/15/2026 0 6/2/2025 6/13/2025
> 1226386 7/2/2025 $537.76 $0.00 $537.76 2/15/2026 0 6/16/2025 6/27/2025
> 1226384 8/13/2025 $160.92 $0.00 $160.92 2/15/2026 0 7/28/2025 7/31/2025
> 1226385 9/10/2025 $268.88 $0.00 $268.88 2/15/2026 0 8/25/2025 8/29/2025
> 1226388 9/24/2025 $537.76 $0.00 $537.76 2/15/2026 0 9/8/2025 9/19/2025
> 1226387 10/8/2025 $336.10 $0.00 $336.10 2/15/2026 0 9/22/2025 9/29/2025
> 1226389 10/22/2025 $306.27 $0.00 $306.27 2/15/2026 0 10/6/2025 10/14/2025
> 1226391 11/5/2025 $544.48 $0.00 $544.48 2/15/2026 0 10/20/2025 10/31/2025
> 1226392 11/19/2025 $68.06 $0.00 $68.06 2/15/2026 0 11/3/2025 11/13/2025
> 1226393 12/3/2025 $663.59 $0.00 $663.59 2/15/2026 0 11/17/2025 11/28/2025
> 1226390 12/17/2025 $204.18 $0.00 $204.18 2/15/2026 0 12/5/2025 12/10/2025
> 1226394 12/31/2025 $206.57 $0.00 $206.57 2/15/2026 0 12/22/2025 12/24/2025
> 1226207 1/14/2026 $31.76 $0.00 $31.76 1/16/2026 5 1/5/2026 1/9/2026
>
>
>
>
>
>
>
>
>
>
>
>
>
> $8,168.41
>
>
>
>
>
>
>
>
>
>
>
>
> Unapplied Funds
>
>
>
>
>
>
>
> 1/19/2026 $304.00
>
>
>
>
>
>
> 1/19/2026 $731.66
>
>
>
>
>
>
> 1/19/2026 $616.48
>
>
>
>
>
>
>
> $1,652.14
>
>
>
>
>
>
>
> 1393849:611100
>