Re: Teresita Aguinaldo

HI,

So we will use the credit card to catch their bill up and then hopefully be
able to bill the account?
The check does say the same numbers - we entered it together but for some
reason does not work no matter what sequence we put it in(even added the
zeros) - how did that one payment go through then? Were you able to figure
that out?

*Thank you,*

*Shawntel Sousa, LPN*

Client Success Manager


Direct: 403-305-6588 Calgary Office: 403-301-3777 Vancouver Office:
778-279-3634

*TheKey.ca <http://TheKey.ca>*

[image: TheKey]



On Mon, Mar 11, 2024 at 8:51 AM Lito Delapena <lito.delapena@thekey.com>
wrote:

> HI Shawntel,
>
> I know we also asked Jay for a Deposit slip from their bank so we can
> actually confirm the account number, as the check he provided differs than
> what was entered on the PAD form. I think this would resolve the PAD issue
> so he can start to pay via VP using his moms acct information instead of
> his credit card.
>
>
> Lito Delapena
> Help Desk Manager
> * Please note my email has changed: *
> lito.delapena@thekey.com
> <https://brand.thekey.com/esg/lito.delapena@thekey.com>
> 619-722-8561 Ext. 190013
> TheKey.com <https://www.thekey.com/>
> [image: TheKey] <https://homecareassistance.com/>
>
>
> On Mon, Mar 11, 2024 at 7:46 AM Shawntel Sousa <ssousa@thekey.com> wrote:
>
>> Hi, on an on going based I guess.
>>
>> They have no choice but to you credit card because our system won’t let
>> us bill them through their bank - they provided pad back in October and we
>> have been trying to bill their bank since then and it hasn’t worked and now
>> they have no choice but to use credit card.
>>
>> Warm regards,
>> Shawntel Sousa, LPN
>> Client Success Manager
>> Home Care Assistance/The Key
>>
>> Calgary Office number: (403) 301-3777
>> Winnipeg Office Number: (204) 489-6000
>> Mobile number: (403) 305-6588
>>
>>
>> On Mon, Mar 11, 2024 at 8:28 AM Timothy Thomas <tt@thekey.com> wrote:
>>
>>> Hi Shawntel,
>>>
>>> Are you asking to remove the fee this one time, or on an ongoing basis?
>>>
>>> I'm ok with this one time.
>>>
>>> On Fri, Mar 8, 2024 at 4:35 PM Shawntel Sousa <ssousa@thekey.com> wrote:
>>>
>>>> Hi,
>>>>
>>>> Sorry I had a big emergency this morning and wasn’t able to run an
>>>> email about it.
>>>>
>>>> Tim, can we please not charge this client the credit card fee, it is
>>>> our mistake - or our systems problem. This is the client that was just told
>>>> they owe $4500 as none of their payments had been going through since
>>>> October.
>>>>
>>>> Warm regards,
>>>> Shawntel Sousa, LPN
>>>> Client Success Manager
>>>> Home Care Assistance/The Key
>>>>
>>>> Calgary Office number: (403) 301-3777
>>>> Winnipeg Office Number: (204) 489-6000
>>>> Mobile number: (403) 305-6588
>>>>
>>>>
>>>> On Fri, Mar 8, 2024 at 2:27 PM Lito Delapena <lito.delapena@thekey.com>
>>>> wrote:
>>>>
>>>>> HI Shawntel,
>>>>>
>>>>> Spoke with Jay this afternoon, he has processed a few of the open
>>>>> inovices via credit card and is requesting the Credit Card surcharge fees
>>>>> be removed? i advised i would need to ask for additional approval but if he
>>>>> would like to provide a deposit slip for his mothers PAD information from
>>>>> the bank we can attempt to take the funds that way. He insisted that he was
>>>>> doing us a favor as our system continued to decline the transactions
>>>>> although we already had a voided check on hand. What are your thoughts on
>>>>> waiving the surcharge fees? if we decide to go that route we would need
>>>>> Tim's approval to waive.
>>>>>
>>>>> Jay also wanted to follow up on the mileage for the CG's submitting
>>>>> more than 5 KMs? he is withholding payment on those invoices until we can
>>>>> confirm the actual amount driven for the dates below?
>>>>>
>>>>> [image: image.png]
>>>>>
>>>>>
>>>>> Lito Delapena
>>>>> Help Desk Manager
>>>>> * Please note my email has changed: *
>>>>> lito.delapena@thekey.com
>>>>> <https://brand.thekey.com/esg/lito.delapena@thekey.com>
>>>>> 619-722-8561 Ext. 190013
>>>>> TheKey.com <https://www.thekey.com/>
>>>>> [image: TheKey] <https://homecareassistance.com/>
>>>>>
>>>> <https://homecareassistance.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: TheKey] <https://www.thekey.com/>
>>>
>>