Re: Unexpected charge? - [#821878]

Lito would be the one to speak to that ;)Pardon my brevity, Sent from my iPhoneOn Jun 12, 2024, at 1:14 PM, Timothy Thomas <tt@thekey.com> wrote:Hi Cynthia. Has billing advised the clients of the refunds?Tim ThomasHead of Canada DivisionPlease note my email has changed:tt@TheKey.com(514) 591-9387TheKey.caOn Tue, Jun 11, 2024 at 12:55 PM Cynthia Lum <clum@thekey.com> wrote:Hi All,Refunds have been processed to the 4 clients affected.  Receipts and the batch number are attached.  All accounts in Converge for Montreal and Vancouver have been suspended so this does not happen again. 
 
  
   
    
     Cynthia Lum
     
    
   
   
    
     
      Client Account Specialist
     
    
   
   
    
     
      
       Please note my email has changed:
      
     
    
   
   
    
     
      
       clum@thekey.com
      
     
    
   
   
    
     
      408-669-5030
   
   
    
     
     
    
   
   
    
     
      
       TheKey.com
      
     
    
   
   
    
     
      
     
    
   
  
 
On Tue, Jun 11, 2024 at 6:39 AM <lisa.barker@thekey.com> wrote:Cynthia, Please pull together a list of clients with amounts that need to be refunded today. Let’s confirm that all payments went through and get the refund list completed by EOD. Schedule some time to discuss with me if needed. Thanks,  Lisa Barker Manager, Cash Applicationlisa.barker@thekey.com    From: Lito Delapena <lito.delapena@thekey.com> Sent: Friday, June 7, 2024 9:11 AMTo: Timothy Thomas <tt@thekey.com>Cc: lisa.barker@thekey.com; Cynthia Lum <clum@thekey.com>; Elizabeth Clark <eclark@thekey.com>; Joey Taylor <joey.taylor@thekey.com>Subject: Re: Re: Unexpected charge? - [#821878] Good Morning Tim,Thank you so much for providing the bank statement, @Lisa Barker @Cynthia Lum please review the attached and advise when we can expect the affected clients to be refunded. Will have the HD/Collections Team assist in making contact with the clients to advise the refunds. Thank you,Lito Delapena Help Desk ManagerPlease note my email has changed: lito.delapena@thekey.com 619-722-8561 Ext. 190013 TheKey.com   On Fri, Jun 7, 2024 at 5:57 AM Timothy Thomas <tt@thekey.com> wrote:Here's the bank statement.Tim ThomasHead of Canada DivisionPlease note my email has changed:tt@TheKey.com(514) 591-9387TheKey.ca  On Wed, Jun 5, 2024 at 6:03 PM <lisa.barker@thekey.com> wrote:I agree we would want a statement showing the funds received.  Thanks,  Lisa Barker Manager, Cash Applicationlisa.barker@thekey.com    From: Lito Delapena <lito.delapena@thekey.com> Sent: Wednesday, June 5, 2024 4:23 PMTo: Timothy Thomas <tt@thekey.com>Cc: Cynthia Lum <clum@thekey.com>; Elizabeth Clark <eclark@thekey.com>; Joey Taylor <joey.taylor@thekey.com>; Lisa Barker <lisa.barker@thekey.com>Subject: Re: Re: Unexpected charge? - [#821878] Yes please, We would just need some sort of reporting where we can confirm that these funds have hit out accounts rather than blindly refunding. @Lisa Barker  What are your thoughts?  Lito Delapena Help Desk ManagerPlease note my email has changed: lito.delapena@thekey.com 619-722-8561 Ext. 190013 TheKey.com   On Wed, Jun 5, 2024 at 2:16 PM Timothy Thomas <tt@thekey.com> wrote:Hi Lito.  Do you mean a bank statement? The converge deposits come into the bank as a lump sum. Tim ThomasHead of Canada DivisionPlease note my email has changed:tt@TheKey.com(514) 591-9387TheKey.ca  On Wed, Jun 5, 2024 at 4:48 PM Lito Delapena <lito.delapena@thekey.com> wrote:Hey Tim and Joey, So from review with Cynthia on the payment application team we found the following clients including Yolande Abdo who were previously set up for Annual automatic payments within Converge.  @Timothy Thomas  Would you be able to pull a bank deposit report for these transactions so we can see if they settled before refunding them all out of converge?  Lito Delapena Help Desk ManagerPlease note my email has changed: lito.delapena@thekey.com 619-722-8561 Ext. 190013 TheKey.com   On Wed, Jun 5, 2024 at 12:02 PM Timothy Thomas <tt@thekey.com> wrote:Ok, please keep us posted. On Wed, Jun 5, 2024 at 12:56 PM Lito Delapena <lito.delapena@thekey.com> wrote:Hey Tim and Joey,Thank you for bringing this to my attention, from whati know when we transitioned payment methods in Versapay the greenlight was giving to the help desk for the Payments team and Lisa. Unfortunate that this continues to become an issue. I will need to work with The payment application team to confirm what was previously charged and will work on a refund back to the client.Thank you,Lito Delapena Help Desk ManagerPlease note my email has changed: lito.delapena@thekey.com 619-722-8561 Ext. 190013 TheKey.com   On Wed, Jun 5, 2024 at 9:26 AM Timothy Thomas <tt@thekey.com> wrote:Hi Lori, This is the thirds former client that has reached out saying we’ve run their card. Are we clearing old balances? What’s happening? ThanksTim ThomasHead of Canada DivisionPlease note my email has changed:tt@TheKey.com(514) 591-9387TheKey.ca  ---------- Forwarded message ---------From: Nadim Abdo <lenadimonlysignsin@outlook.com>Date: Wed, Jun 5, 2024 at 12:16 PMSubject: Re: Re: Unexpected charge? - [#821878]To: tt@thekey.com <tt@thekey.com>, Cathy Saari <billing@thekey.com>CC: djacobs@thekey.com <djacobs@thekey.com>, joey.taylor@thekey.com <joey.taylor@thekey.com> Hi - Any update please? This is what I see on my credit card statement (note it's in US dollars) – at this time I believe this in error on your part as we have not used any services in over a year.Kindly take care of this today, I will otherwise need to inform the credit card company by tomorrow morning to dispute the charge so they don't say i waited too long (the charge hit my account on saturday). Thanks for your attention to this.  From: Cathy Saari <billing@thekey.com>Sent: Tuesday, June 4, 2024 7:50 AMTo: tt@thekey.com <tt@thekey.com>Cc: djacobs@thekey.com <djacobs@thekey.com>; joey.taylor@thekey.com <joey.taylor@thekey.com>; lenadimonlysignsin@outlook.com <lenadimonlysignsin@outlook.com>Subject: Re: Re: Unexpected charge? - [#821878]  Hi,,  We received your email and I will research and let you know what this charge of $549.35 is for. Thanks, Cathy  Billing Help Deskbilling@thekey.com1-866-226-17028:00AM-5:00PM EST Monday-Friday  On Mon, 3 Jun at 4:58 PM , Dominique Jacobs <djacobs@homecareassistance.com> wrote: Hello Nadim,  I have forwarded your email to my manager and the Head of our Canadian Division. He has gotten the billing department involved and so they should be getting back to us shortly. I have also copied billing on this email.  I am very sorry about this and thank you so much for your patience. Dominique  Dominique Jacobs Gestionnaire des soins/Infirmière auxiliaire Client Care Manager/Licensed Practical Nurse Tel: 514.907.5065 |  Fax: 514.221.4265djacobs@TheKey.com | TheKey.ca   On Mon, Jun 3, 2024 at 1:50 PM Nadim Abdo <lenadimonlysignsin@outlook.com> wrote:Adding Dominique. Thanks. From: Nadim Abdo <nadimab@hotmail.com>Sent: Sunday, June 2, 2024 15:59To: adminmtl@thekey.com <adminmtl@thekey.com>Subject: Unexpected charge?  Hello –  I received a notice from my credit card that I was charged yesterday 6/1 for $549.35 US  or ~ $750 canadian dollars. I'm not sure what this is for – I had service with you in Montreal for my mom Yolande Abdo (Hamate)  that was billed to this credit card, but she passed away last year. I know my father Joseph Abdo is doing some research into if your company would be able to provide him temporary care while he recovers from some surgeries soon, I would be happy to paying for this for him but those have not happened yet so I'm not sure what the charges are for? Would you mind looking into your records and confirming and if it is a charge in error please reverse it. I will look forward to your reply as if I don't hear back I will have to contact the credit card company to tell them to reverse the charge. Thank you.  821878:611100  -- Tim ThomasHead of Canada DivisionPlease note my email has changed:tt@TheKey.com(514) 591-9387TheKey.ca