--00000000000075d485062db8b6a2 Content-Type: multipart/alternative; boundary="00000000000075d484062db8b6a0" --00000000000075d484062db8b6a0 Content-Type: text/plain; charset="UTF-8" Content-Transfer-Encoding: quoted-printable Hello The client received this notification on Feb 7 - which looks completely different from any other message she has received from us, The others were all listed as Versa Pay - this is not, This comes after I sent email regarding her payments on Friday...see below, Hello This is an existing client that has been with us for a 1 year, Thy have been consistently on EFT - now they haven't had a withdrawal since Jan 24 and no explanation to them as why, or if there is any issue. This will be a substantial withdrawal to have all at once. Client would like an explanation please.Nothing has changed on their account, Client Robert Birch - Location HCA Vancouver Please include answer to all bove emails Thank you so much Cathy #950468 was withdrawn Jan 17 #956259 Jan 24 not showing as withdrawn #962723 Jan 31 not showing as withdrawn #966822 to be withdrawn Feb 7 This is a total of $22,226 \Now on Saturday morning Feb 8 the client received this message : Dear Customer, Your account has a balance that is currently 15 days past due. Services may be suspended if your account is not brought current. Please select View Invoices below to log in to your online account and make a payment today. If you would like to make payment over the phone, please call Billing Assistance at (866) 226-1702 Monday-Friday 8am-4pm CT or email Billing@TheKey.com. The message from our client - This is outrageous! Threatening withdrawal of services!?! Please don=E2=80=99t withdraw services! This is not my fault! We are on auto pay and have been trying to address the issue of The Key not withdrawing funds!! We have had this client for a year with no billing issues, we have requested information on this account for the past weeks and received no response from Billing, I believe an explanation and apology to the client is in order, and this needs to be a priority to solve the issue please, Please respond : Client - Robert Birch - Location HCA Vancouver clearmonth@shaw.ca Thank you so much Cathy *Cathy Gerth* *Client Success Manager * *Direct: 778-403-6148* *Office:* 778-279-3634 Email: cgerth@thekey.com [image: TheKey] ---------- Forwarded message --------- From: Cheryl Learmonth Date: Sat, Feb 8, 2025 at 6:09=E2=80=AFAM Subject: February 7 withdrawal is different than the previous TheKey ones To: Cathy Gerth Cathy This happened yesterday. But the Jan 17 was called TheKey versapay. Cheryl --00000000000075d484062db8b6a0 Content-Type: text/html; charset="UTF-8" Content-Transfer-Encoding: quoted-printable Hello The client received this notification on Feb= 7 - which looks completely different from any other message she has receiv= ed=C2=A0from us, The others were all listed as Versa Pay - this is not, This comes after I sent email regarding her payments on Friday...see