Fwd: Billed twice? - [#538626]

I spoke with Paco this morning, he said he’s reached out to billing a couple of times and things have not been resolved. Thank you.Maria Licoudis RNClient Success Manager514-907-5065TheKey.ca  Begin forwarded message:From: Paco Lebel <athospaco@gmail.com>Date: November 9, 2023 at 10:04:23 AM ESTTo: Marc Atkinson <billing@thekey.com>Cc: mlicoudis@thekey.comSubject: Re: Billed twice? - [#538626]Hi Marc,I think my case file might have a few glitches inside it, because I keep getting wrongly billed, for hugely significant amounts. Recently I was;1 - Charged taxes when I never should have2- Billed twice in one week when I should only have been billed once.3- And, this week, I was billed $838.88 on my Visa, when according to the invoice you sent me I should only have been billed $345.00Why is this happening? Am I doing something wrong on my part? If so, what can I do so these billing mistakes don’t keep happening.I’ve included attachments from my Visa, as well as the invoice you sent.Paco Lebel 👊✌️On Tue, Oct 31, 2023 at 5:35 PM Marc Atkinson <billing@thekey.com> wrote:
	

Hi Paco,

We went ahead and applied the $603.62 double payment to the open invoice. We issued a credit memo of C$476.96 for the taxes billed from 9/27-10/21. Please find the attached. This will be applied to your next invoice and we will then charge the remainder to your checking account.

Thank you.


Regards,

Marc Atkinson
Billing Help Desk
866-226-1702
billing@thekey.com
8:00AM-5:00PM EST Monday-Friday

                          
                            On
                            Tue, 31 Oct at  2:26 PM
                            ,  Paco Lebel <athospaco@gmail.com>  wrote:
                            
Hi Mark, 

Sure that’s fine. 


I was also told I would be refunded the taxes that were accidentally charged on my first invoices. So kindly deduct that as well and simply give me the details as I need that for my financial records.



Paco Lebel





On Tue, Oct 31, 2023 at 1:49 PM Marc Atkinson <billing@thekey.com> wrote:



	

Hi Paco,

We apologize for this, but we did accidentally charge you twice for the $603.62. Would you like the $603.62 refunded or can we use this amount for this week's invoice? It would probably be easiest if we use the funds to apply to this week's invoice. We will then let you know if anything else is owed on the invoice, or if any money is left over.

Thank you!







                          
                            On
                            Tue, 31 Oct at 12:26 PM
                            ,  Marc Atkinson <billing@thekey.com>  wrote:
                            

Hi Paco, 

Thank you for reaching out to us. We will look into this and get back to you as soon as possible with a resolution or with further details.

Regards,

Marc Atkinson
Billing Help Desk
866-226-1702
billing@thekey.com
8:00AM-5:00PM EST Monday-Friday






                          
                            On
                            Tue, 31 Oct at 10:10 AM
                            ,  Paco Lebel <athospaco@gmail.com>  wrote:
                            Hello Marc,


I am a patient/client

My bank told me I might have been billed twice by mistake.

On October 4, my Visa RBC Credit card, was  billed twice  for $693.62 on the same day.


Yet I have only received one invoice. Was I billed it twice?

If so, why was I billed two weeks for one week of service?


Have you refunded the amount? Will I be credited?

Can you explain this to me.

I am including a screenshot of the bank alert in attachment. Thank you


Paco Lebel 




                          

                        

                          

                        















                          

                        







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