--0000000000003fb8bf05fa43dc56 Content-Type: multipart/alternative; boundary="0000000000003fb8bd05fa43dc55" --0000000000003fb8bd05fa43dc55 Content-Type: text/plain; charset="UTF-8" Content-Transfer-Encoding: quoted-printable Another one. I will address this of course but thought you might want to see it. ---------- Forwarded message --------- From: Josie Van der Velden Date: Wed, Apr 26, 2023 at 5:57=E2=80=AFPM Subject: Re: Billing Concerns To: Shawntel Sousa Cc: Cheryl Cartwright Hi Shawntel, Cheryl, Great to meet you Cheryl, and thank you both for your assistance here. Cheryl - Shawntel and I have been working over these past weeks to determine a path forward to simplify billing for my fathers home care which is partially subsidized through the Blue Cross program. The challenge being that The Key invoices on a weekly basis and mandates pre authorized withdrawals against those invoices, however BlueCross takes 10 business days to pay back the subsidized portion so the invoices that I receive do not accurately reflect the balance owing post subsidy. Last week, my account was debited for the amount owing for the month of March after all BlueCross payments were accounted for, and it was also communicated to me that as a go forward, I would receive an invoice around 2 weeks into the month each month, representing the balance owing for the prior month after which point my account would be debited. Shawntel also advised that The Key is working to move all BlueCross program participants to a monthly invoicing schedule so we no longer receive the weekly invoices, which I have been advised to ignore. This all works for me, knowing you guys are working to adapt to a new program I am herwhile you figure it out. However, this morning my account was once again debited this time for $521.17 which when I checked your new invoicing platform VersaPay, is for last week's invoice - see screenshot below, and this I am not ok with. [image: Screenshot 2023-04-26 at 2.51.59 PM.png] I did not authorize this withdrawal, nor does it accurately reflect what is owed on my dads account or align with the plan you just confirmed with me last week. Further, these funds are needed for other payments coming out of my account this week, therefore I require an immediate refund to be processed. While I recognize you guys are working to get a plan in place I am not confident that my account will not be once again incorrectly debited and as such, I no longer authorize The Key to do automatic withdrawals and would like to move instead to pay directly when an invoice comes to me. If you don't confirm this, my next step will be to call my bank and cancel it from their side as I am not ok having my account information sitting with a partner that I am not confident in. Once things get sorted on your side we can explore auto withdrawals again but at this time, too much is in flux and the track record is not great. Thanks, please let me know when I can expect the refund. *Josie Van der Veld