Re: Gerard Rochon - Montreal Client

Hi Tim,

Can you confirm the full amount of the check ($12,748.08) was e-transferred
back to the client?


Cynthia Lum
Client Account Specialist
* Please note my email has changed: *
clum@thekey.com <https://brand.thekey.com/esg/clum@thekey.com>
408-669-5030
TheKey.com <https://www.thekey.com/>
[image: TheKey] <https://homecareassistance.com/>


On Fri, May 31, 2024 at 10:12 AM <eclark@thekey.com> wrote:

> Thank you for your help.
>
>
>
> *From:* Timothy Thomas <tt@thekey.com>
> *Sent:* Friday, May 31, 2024 9:24 AM
> *To:* eclark@thekey.com
> *Cc:* lisa.barker@thekey.com; laszlo.kovacs@thekey.com;
> kate.goodrich@thekey.com; John Janiga <john.janiga@thekey.com>; Joey
> Taylor <joey.taylor@thekey.com>; Cynthia Lum <clum@thekey.com>
> *Subject:* Re: Gerard Rochon - Montreal Client
>
>
>
> Refund completed. See attached.
>
>
>
> Thank you for the quick response.
>
> Tim
>
>
>
> On Fri, May 31, 2024 at 10:36 AM Timothy Thomas <tt@thekey.com> wrote:
>
> Thanks, I'll confirm when it's completed.
>
>
>
> On Fri, May 31, 2024 at 10:02 AM <eclark@thekey.com> wrote:
>
> Thanks, Tim. I don’t know enough about the interworkings of Treasury to
> make that call w/o Laszlo or Kate signing off. Laszlo just sent a note via
> chat that we’re good to move forward, so you’re welcome to initiate that
> back to him.
>
>
>
> Lisa please enter the refund in NS, and maybe note in the memo we received
> funds to JPMC and returned out of BMO.
>
>
>
> Elizabeth Clark
>
> Director
>
>
>
>
>
>
>
> *From:* Timothy Thomas <tt@thekey.com>
> *Sent:* Friday, May 31, 2024 6:23 AM
> *To:* eclark@thekey.com
> *Cc:* laszlo.kovacs@thekey.com; kate.goodrich@thekey.com; John Janiga <
> john.janiga@thekey.com>; Joey Taylor <joey.taylor@thekey.com>;
> lisa.barker@thekey.com; Cynthia Lum <clum@thekey.com>
> *Subject:* Re: Gerard Rochon - Montreal Client
>
>
>
> We have sufficient funds in the vancouver account as we speak.
>
>
>
> On Fri, May 31, 2024 at 9:07 AM <eclark@thekey.com> wrote:
>
> Laszlo/Kate-
>
>
>
> Can we move money to a CAD account, such as Vancouver, from JPMC so we can
> etransfer out?
>
>
>
> Elizabeth Clark
>
> Director
>
>
>
>
>
>
>
> *From:* Timothy Thomas <tt@thekey.com>
> *Sent:* Friday, May 31, 2024 6:06 AM
> *To:* eclark@thekey.com
> *Cc:* John Janiga <john.janiga@thekey.com>; Joey Taylor <
> joey.taylor@thekey.com>; lisa.barker@thekey.com; Cynthia Lum <
> clum@thekey.com>
> *Subject:* Re: Gerard Rochon - Montreal Client
>
>
>
> Hi Liz,
>
>
>
> The client has demanded we return the funds today. A check will take too
> long and if we're unable to deposit the funds then I suggest we etransfer.
>
>
>
> On Fri, May 31, 2024 at 9:03 AM <eclark@thekey.com> wrote:
>
> Hello Tim & John-
>
>
>
> I am sorry to hear this, we do not have the ability to refund PAD payments
> from JPMC but we can reach out to the bank about reversing the check that
> we received, or return that to him via check today.
>
>
>
> Can you help me understand what happened here? How did we charge someone
> $20k w/o their knowledge they would need to make that payment?
>
>
>
> Kind regards-
>
>
>
> Elizabeth Clark
>
> Director
>
> CI & Transformation
>
> Long Term Care Insurance Onboarding
>
> Collections
>
> Billing Help Desk
>
>
>
> *TheKey*
>
> Office|Cell : 619-822-4855
>
> eclark@thekey.com
>
>
>
> *TheKey.com <https://www.thekey.com/>*
>
>
>
> [image: TheKey] <https://homecareassistance.com/>
>
>
>
>
>
>
>
>
>
>
>
> *From:* Timothy Thomas <tt@thekey.com>
> *Sent:* Thursday, May 30, 2024 5:52 PM
> *To:* Cynthia Lum <clum@thekey.com>
> *Cc:* Joey Taylor <joey.taylor@thekey.com>; John Janiga <
> john.janiga@thekey.com>; eclark@thekey.com; lisa.barker@thekey.com
> *Subject:* Re: Gerard Rochon - Montreal Client
>
>
>
> The client just reached out. Very upset as we’ve withdrawn $20k from his
> account in the same week.
>
>
>
> I suggest we refund via etransfer which will be immediate.
>
> *Tim Thomas*
>
> Head of Canada Division
>
> *Please note my email has changed:*
>
> tt@TheKey.com <tt@thekey.com>
>
> (514) 591-9387
>
> *TheKey.ca <https://www.thekey.ca/>*
>
> [image: Image removed by sender. TheKey] <https://www.thekey.com/>
>
>
>
>
>
> On Thu, May 30, 2024 at 7:48 PM Cynthia Lum <clum@thekey.com> wrote:
>
> Hi Lisa,
>
>
>
> I just noticed, since the payment in VP was an ACH, is a refund even
> possible or do we have to cut a check back?
>
>
>
> *Cynthia Lum *
>
> Client Account Specialist
>
> *Please note my email has changed: *
>
> clum@thekey.com <https://brand.thekey.com/esg/clum@thekey.com>
>
> 408-669-5030
>
> *TheKey.com <https://www.thekey.com/>*
>
> [image: Image removed by sender. TheKey] <https://homecareassistance.com/>
>
>
>
>
>
> On Thu, May 30, 2024 at 4:32 PM <eclark@thekey.com> wrote:
>
> + Lisa.
>
>
>
> Elizabeth Clark
>
> Director
>
>
>
>
>
>
>
> *From:* Timothy Thomas <tt@thekey.com>
> *Sent:* Thursday, May 30, 2024 9:59 AM
> *To:* John Janiga <john.janiga@thekey.com>
> *Cc:* Cynthia Lum <clum@thekey.com>; Joey Taylor <joey.taylor@thekey.com>
> *Subject:* Re: Gerard Rochon - Montreal Client
>
>
>
> How long will it take the refund to clear? Should we advise him?
>
>
>
> On Thu, May 30, 2024 at 12:55 PM John Janiga <john.janiga@thekey.com>
> wrote:
>
> @Cynthia Lum <clum@thekey.com>  looks like you are free to refund and
> thank you for catching and reporting the overpayment.
>
>
>
>
> *John Janiga*
>
> Collections Analyst 2
> *john.janiga@thekey.com <john.janiga@thekey.com>*
>
> *408-647-7538 *
>
> *TheKey.com <https://www.thekey.com/>*
>
> [image: Image removed by sender. TheKey] <https://homecareassistance.com/>
>
>
>
>
>
>
>
> On Thu, May 30, 2024 at 12:53 PM Timothy Thomas <tt@thekey.com> wrote:
>
> Ok, lets refund the double payment
>
>
>
> On Thu, May 30, 2024 at 12:51 PM John Janiga <john.janiga@thekey.com>
> wrote:
>
> Hello Tim,
>
>
>
> I ran for all open charges on account using the PAD provided after
> receiving notification from Joey that cheques were shredded.
>
>
>
> The charge ran successfully on 5.29 and has not returned.
>
>
>
> Best,
>
>
>
>
> *John Janiga*
>
> Collections Analyst 2
> *john.janiga@thekey.com <john.janiga@thekey.com>*
>
> *408-647-7538 *
>
> *TheKey.com <https://www.thekey.com/>*
>
> [image: Image removed by sender. TheKey] <https://homecareassistance.com/>
>
>
>
>
>
>
>
> On Thu, May 30, 2024 at 12:41 PM Timothy Thomas <tt@thekey.com> wrote:
>
> Are we 100% sure the client has double paid?
>
>
>
> If that's the case, then yes we need to refund immediately.
>
>
>
> On Thu, May 30, 2024 at 12:01 PM John Janiga <john.janiga@thekey.com>
> wrote:
>
> Hello Cynthia,
>
>
>
> I think because of the size of the check and the amount processed
> yesterday, we should refund.
>
>
>
> Does anyone have any thoughts on this?
>
>
>
> *John Janiga*
>
> Collections Analyst 2
> *john.janiga@thekey.com <john.janiga@thekey.com>*
>
> *408-647-7538 *
>
> *TheKey.com <https://www.thekey.com/>*
>
> [image: Image removed by sender. TheKey] <https://homecareassistance.com/>
>
>
>
>
>
>
>
> On Thu, May 30, 2024 at 11:53 AM Cynthia Lum <clum@thekey.com> wrote:
>
> Hi Joey and John,
>
>
>
> We received a check from this client yesterday for $12748.08 that was
> dated 5/16/24 and was cashed by our lockbox.  Should we refund this amount
> back to the PAD since it looks like we already processed the open balance
> yesterday?
>
> Check image attached
>
>
>
> *Cynthia Lum *
>
> Client Account Specialist
>
> *Please note my email has changed: *
>
> clum@thekey.com <https://brand.thekey.com/esg/clum@thekey.com>
>
> 408-669-5030
>
> *TheKey.com <https://www.thekey.com/>*
>
> [image: Image removed by sender. TheKey] <https://homecareassistance.com/>
>
>
>
>
>
> On Wed, May 29, 2024 at 10:08 AM John Janiga <john.janiga@thekey.com>
> wrote:
>
> Hello Joey,
>
>
>
> I will run these open charges now and report back if they were successful.
>
>
>
> Thank you!
>
>
> *John Janiga*
>
> Collections Analyst 2
> *john.janiga@thekey.com <john.janiga@thekey.com>*
>
> *408-647-7538 *
>
> *TheKey.com <https://www.thekey.com/>*
>
> [image: Image removed by sender. TheKey] <https://homecareassistance.com/>
>
>
>
>
>
>
>
> On Wed, May 29, 2024 at 12:48 PM Joey Taylor <joey.taylor@thekey.com>
> wrote:
>
> Good Afternoon,
>
> The client had paid by cheques (included below) that was post-dated. J.P.
> Morgan returned the cheques and we shredded it. The client asked that we
> collect the funds through PAD. Please do so.
>
>
>
> Thank you,
>
>
>
> *Joey Taylor*
>
> *Directeur Général/General Manager*
>
> 514-907-5065
>
> *TheKey.ca*   <https://thekey.ca/>
>
> [image: Image removed by sender. TheKey]
>
>
>
>
> --
>
> *Tim Thomas*
>
> Head of Canada Division
>
> *Please note my email has changed:*
>
> tt@TheKey.com <tt@thekey.com>
>
> (514) 591-9387
>
> *TheKey.ca <https://www.thekey.ca/>*
>
> [image: Image removed by sender. TheKey] <https://www.thekey.com/>
>
>
>
>
> --
>
> *Tim Thomas*
>
> Head of Canada Division
>
> *Please note my email has changed:*
>
> tt@TheKey.com <tt@thekey.com>
>
> (514) 591-9387
>
> *TheKey.ca <https://www.thekey.ca/>*
>
> [image: Image removed by sender. TheKey] <https://www.thekey.com/>
>
>
>
>
> --
>
> *Tim Thomas*
>
> Head of Canada Division
>
> *Please note my email has changed:*
>
> tt@TheKey.com <tt@thekey.com>
>
> (514) 591-9387
>
> *TheKey.ca <https://www.thekey.ca/>*
>
> [image: Image removed by sender. TheKey] <https://www.thekey.com/>
>
>
>
>
>
>
> --
>
> *Tim Thomas*
>
> Head of Canada Division
>
> *Please note my email has changed:*
>
> tt@TheKey.com <tt@thekey.com>
>
> (514) 591-9387
>
> *TheKey.ca <https://www.thekey.ca/>*
>
> [image: Image removed by sender. TheKey] <https://www.thekey.com/>
>
>
>
>
>
>
> --
>
> *Tim Thomas*
>
> Head of Canada Division
>
> *Please note my email has changed:*
>
> tt@TheKey.com <tt@thekey.com>
>
> (514) 591-9387
>
> *TheKey.ca <https://www.thekey.ca/>*
>
> [image: Image removed by sender. TheKey] <https://www.thekey.com/>
>
>
>
>
>
>
> --
>
> *Tim Thomas*
>
> Head of Canada Division
>
> *Please note my email has changed:*
>
> tt@TheKey.com <tt@thekey.com>
>
> (514) 591-9387
>
> *TheKey.ca <https://www.thekey.ca/>*
>
> [image: Image removed by sender. TheKey] <https://www.thekey.com/>
>
>
>
>
> --
>
> *Tim Thomas*
>
> Head of Canada Division
>
> *Please note my email has changed:*
>
> tt@TheKey.com <tt@thekey.com>
>
> (514) 591-9387
>
> *TheKey.ca <https://www.thekey.ca/>*
>
> [image: Image removed by sender. TheKey] <https://www.thekey.com/>
>
>
>