FYI email to Sylvain
---------- Forwarded message ---------
From: Ali Malik <ali.malik@thekey.com>
Date: Fri, Mar 31, 2023 at 3:04 PM
Subject: Re: Payment Method
To: <torontohca+6cae2ac94ac044cd84a897cee2035281+0A@clearcaremail.ca>
Hi Sylvain,
As mentioned we are not offering the self pay right now to any of our
clients. You are currently set up on automatic payments. What I meant to
say is that we are going to make an exception for you. I am the manager and
lead all billing in Canada so if you have any concerns please highlight it
to myself.
As discussed previously, our self pay system is not being offered at the
moment, all we asked is that you provide us with the same creditcard
details we are currently charging you right now. The change in systems does
not affect anything other than the fact that you can review your bills
online.
We are not offering the self pay system to our clients in Canada as of
right now, but I will make an exception for you.
I will speak to the tech team to switch this on for your account. As
mentioned this could take some time, and in the meantime we cannot
accumulate AR so my plan was to charge you how we are right now until we
get things rolling.
Option 1: Even with the automatic payments, I can switch you to a different
payment term meaning let's say you get your invoice on Wednesday, we can
set 7 day terms in which you have all that time to dispute the invoice on
our system. If it's not disputed it will run the payment after the 7 days.
Option 2: With the self payment, we will have to set terms of net 7, if we
do not receive payment on particular invoice within 7 days, you will be
charged interest and late fees.
This is why I want to make it easier for both parties.
Please let me know what you prefer.
thank you
On Fri, Mar 31, 2023 at 2:35 PM Sylvain Coulombe <
torontohca+6cae2ac94ac044cd84a897cee2035281+0A@clearcaremail.ca> wrote:
> Hi Ali,
>
> Are you seriously asking your client to set themselves (or a loved one
> through POA) up for some form of automatic payment for 1, maybe 2 payments?
> Does that remotely sound like good use of your customer’s time and good
> customer service?
> Your company willingly decided to change payment systems even though the
> new system is missing functionality. They did so knowing that some clients
> would not be able to make their manual payments for certain amount of time,
> but rolled it out anyway. I am sorry, but the decision to change systems
> now regardless of the limitations is entirely your company’s. If there is
> really no other option, I guess they will have to live with payments being
> delayed a week or two as a result of their decision. Chalk it up to the
> cost of an execution failure on your company’s part. This failure should
> not become a burden your company unfairly pushes onto you, and ultimately
> your customers.
>
> Let us know how to provide you manual payment during this transition
> period, or if payments will be delayed until such time as manual payments
> are possible again. We will need to plan for a larger than usual payment in
> a week or two if that is the case.
>
> I am happy to speak to member of your leadership team about this if
> necessary.
>
> Thank you
>
> Sylvain Coulombe
> F5 North America Enterprise Sales
> BIG-IP | Silverline | NGINX | Shape Security | Distributed Cloud Services
> Direct: 1-647-929-5212
>
> From: Ali Mailk
> Sent: Friday, March 31, 2023 2:00 PM
> To: Sylvain Coulombe
> Subject: Re: Payment Method
>
>
> EXTERNAL MAIL: bounces+7591647-06ca-s.coulombe=
> f5.com@mail.clearcaremail.ca
>
> Hi Sylvain,
>
> As mentioned in my previous email , we will have that option for you in
> the
> coming weeks. I will try and push the team to get it going asap. But just
> in the meantime, we don't want to delay payments , the automatic payment
> will most likely be only for 1-2 weeks .
>
> I will get you set up on our new system and you can make payments straight
> through that means.
>
> Maybe we can get you set up by next week, but just in case there is some
> delay, we need to run payments consistently.
>
> Thank you,
>
> On Fri, Mar 31, 2023 at 1:56 PM Sylvain Coulombe <
> torontohca+920db1cdee0044c393174f5c50824b86+0A@clearcaremail.ca> wrote:
>
> > Hi Ali, Allison,
> >
> > Given the consistent record of invoicing errors we’re not onboard with
> any
> > form of automatic payment right now, or the foreseeable future. Let us
> know
> > if there is no other option and we need to start looking for another
> > full-time care provider for out father.
> >
> > Thank you
> >
> >
> > Sylvain Coulombe
> > F5 North America Enterprise Sales
> > BIG-IP | Silverline | NGINX | Shape Security | Distributed Cloud
> Services
> > Direct: 1-647-929-5212
> >
> > From: Ali Mailk
> > Sent: Friday, March 31, 2023 1:47 PM
> > To: Sylvain Coulombe
> > Subject: Re: Payment Method
> >
> >
> > EXTERNAL MAIL: bounces+7591647-06ca-s.coulombe=
> > f5.com@mail.clearcaremail.ca
> >
> > Hi Sylvain,
> >
> > The new system wont be up and running for a little while. In addition
> the
> > new system will ask for 2.5% creditcard fees. Would be best if we
> switched
> > to PAD Sylvain as its simpler and you wont have to pay for the
> creditcard
> > fees.
> >
> > We would need an updated payment method before tuesday.
> >
> > I will let you know once we get the self pay system running. For now it
> > will be automatic.
> >
> > thank you
> >
> > On Fri, Mar 31, 2023 at 12:17 PM Sylvain Coulombe <
> > torontohca+d14e9bf8a21a493fb5d969c628826889+0A@clearcaremail.ca> wrote:
> >
> > > Hi Sumira,
> > >
> > > We will make the payment instead - no automatic payments.
> > > You can send us the amount to pay, we'll log in into your system and
> pay
> > > for it ourselves. We'll be able to make sure our father's account has
> > > enough funds.
> > > The invoicing is too unpredictable for us to allow you access to the
> > > account, and the amount varies all the time.
> > >
> > > Thank you
> > >
> > >
> > > Sylvain Coulombe
> > > F5 North America Enterprise Sales
> > > BIG-IP | Silverline | NGINX | Shape Security | Distributed Cloud
> > Services
> > > Direct: 1-647-929-5212
> > >
> > > From: Ali Mailk
> > > Sent: Friday, March 31, 2023 10:14 AM
> > > To: Sylvain Coulombe
> > > Subject: Payment Method
> > >
> > >
> > > EXTERNAL MAIL: bounces+7591647-06ca-s.coulombe=
> > > f5.com@mail.clearcaremail.ca
> > >
> > > Hello,
> > >
> > > Hello,
> > >
> > > Please note that we do not have your credit card saved. Please fill
> out
> > > the preauthorized debit or credit card form below and please send it
> > back
> > > by Tuesday, April 4th, 2023 to avoid any late fees.
> > >
> > > Thanks,
> > > Sumira Suthesan
> > > Accounts Receivable Specialist- TheKey
> > > Ontario HCA Credit Payment Authorization Form (1).pdf
> > >
> > > Ontario Pre-Authorized Debit (PAD) Agreement (1).pdf
> > >
> > > Please note: Links are available until they expire. Please download
> the
> > > file if you will need access to it after the expiration date.
> > >
> > >
> > >
> > > ---
> > >
> > > Home Care Assistance
> > > 70 Richmond St East, #202, Toronto, ON M5C 1N8
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> > > 70 Richmond St East, #202, Toronto, ON M5C 1N8
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> >
> >
> > --
> > *Ali Malik*
> > Manager - Financial Operations
> >
> >
> > ---
> >
> > Home Care Assistance
> > 70 Richmond St East, #202, Toronto, ON M5C 1N8
> >
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> > Home Care Assistance
> > 70 Richmond St East, #202, Toronto, ON M5C 1N8
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> --
> *Ali Malik*
> Manager - Financial Operations
>
>
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>
> Home Care Assistance
> 70 Richmond St East, #202, Toronto, ON M5C 1N8
>
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--
*Ali Malik*
Manager - Financial Operations
--
*Ali Malik*
Manager - Financial Operations