--00000000000057697e063027bc99 Content-Type: text/plain; charset="UTF-8" Content-Transfer-Encoding: quoted-printable Thanks Chuck! Best regards, * Timon Page * General Manager, Ontario *Please note my email address has changed:* timon.page@thekey.com Mobile: (437) 223-0841 TheKey.com On Wed, Mar 12, 2025 at 12:22=E2=80=AFPM Chuck Terlesky wrote: > Hi Timon, > > I wanted to raise a few billing-related concerns that have been causing > confusion and issues for our clients in Calgary. > > 1. > > Client Name Errors: After several emails and follow-ups, we were > finally able to address and correct an issue with clients' names being > misspelled. Specifically, Aileen Wilkins' name was misspelled, and it = took > longer than expected to resolve. > 2. > > PAD Bank Account Changes: We have clients on PAD (Pre-Authorized > Debit), and there was an issue where the withdrawal name on Versapay w= as > changed to "HCAHomeCareAssistanceCanada" after a bank account switch. = This > caused considerable confusion, and we received numerous phone calls fr= om > clients who thought they were being scammed. Unfortunately, there was = no > communication provided that we could relay to the clients about the ch= ange. > Moving forward, it would be beneficial for us to receive any necessary > updates so we can communicate these changes to our clients in advance. > 3. > > WCB Assessment Process: Kristy from Billing recently informed us that > we have been entering our WCB assessments incorrectly. This was > particularly concerning, as we have been following the same process fo= r > over a year. A more constructive approach would have been to notify us= of > any changes to the process so we could implement them moving forward r= ather > than indicating that we=E2=80=99ve been doing it wrong and need to fix= past > assessments. > > Clear and timely communication is essential to ensure smooth operations > and maintain client trust. I hope we can address these concerns and impro= ve > the communication channels moving forward. > > Regards, > > Chuck > > On Wed, Mar 12, 2025 at 9:22=E2=80=AFAM Timon Page wrote: > >> Hey all >> >> On the call yesterday Derek asked to be sent any examples of billing >> issues that have caused client issues. I know that Chuck and Sharon had >> some, but Dennis and Joey, I wanted to include you two on this in case y= ou >> had any you wanted to include. If everyone could send them over today, I >> will put them all into an email and send it to Derek with everyone on co= py. >> >> Best regards, >> * Timon Page * >> General Manager, Ontario >> *Please note my email address has changed:* >> timon.page@thekey.com >> Mobile: (437) 223-0841 >> TheKey.com >> >> > > > -- > Chuck Terlesky B.A., CCPE > General Manager > Winnipeg and Calgary > > Calgary: 403-301-3777 > Winnipeg: 204-489-6000 > > TheKey.ca > > [image: TheKey] > > --00000000000057697e063027bc99 Content-Type: text/html; charset="UTF-8" Content-Transfer-Encoding: quoted-printable Thanks Chuck! B