--000000000000fef960061ab524d3 Content-Type: text/plain; charset="UTF-8" Content-Transfer-Encoding: quoted-printable Hi, Thank you for your quick follow up, can we please touch base with the daughter so she is aware of the progress as she was expecting a response Monday. *Thank you,* *Shawntel Sousa, LPN* Client Success Manager Direct: 403-305-6588 Calgary Office: 403-301-3777 Vancouver Office: 778-279-3634 *TheKey.ca * [image: TheKey] On Wed, Jun 12, 2024 at 11:58=E2=80=AFAM Cathy Saari w= rote: > Hi Shawntel, > > We are having to get the invoicing team involved in this reconciliation > because of changes made in March on the account. Sorry it's taking longe= r > than expected. > > Thanks, Cathy > > Billing Help Desk > billing@thekey.com > 1-866-226-1702 > 8:00AM-5:00PM EST Monday-Friday > > > On Wed, 5 Jun at 5:59 PM , Shawntel Sousa > wrote: > Hi, > > I kindly ask you to email the daughter and let her know that. Kindly > include at minimum myself and Chuck in the communication so we are aware = of > the progress as it is me that the clients and families take their > frustrations out on. > > The email is > townleyco@gmail.com and her name is Colleen. > > Thank you for your help with this. > > > Best Regards, > Shawntel Sousa, LPN > Client Success Manager > TheKey > > Calgary Office number: (403) 301-3777 > Winnipeg Office Number: (204) 489-6000 > Mobile number: (403) 305-6588 > > > On Wed, Jun 5, 2024 at 3:42=E2=80=AFPM Lito Delapena = wrote: > >> Hi Shawntel, >> >> Apologies if you had missed my response to Tim upon being looped into >> this inquiry, while we understand the urgency of this inquiry we are go= ing >> to need to pull invoices for Sue along with CDHC invoices (due to the >> authorization) to complete the requests. >> >> More than happy to review all the findings with you prior to sending it >> over to Sue's daughter. Will let you know when we have it all for you >> >> >> >> Thanks, >> >> Lito Delapena >> Help Desk Manager >> Billing@thekey.com >> 866-226-1702 >> >> On Wed, 5 Jun at 5:25 PM , Shawntel Sousa >> wrote: >> Hi team, >> >> The daughter of this client is getting extremely frustrated. I just >> received another email from her extremely mad that this is taking so lon= g >> to manage. >> >> As indicated in the previous email, I do require a full statement of >> account from what was billed from January to current. The statement sent >> does not break anything down. She would like to see all charges, what wa= s >> sent to and paid for by CdHc and then what the client portion is. There = are >> missing dates in the invoice for April, which don=E2=80=99t make any sen= se to the >> Daughter. The Daughter would also like all invoices from January to >> current. She would like a reconciliation done on the account to ensure t= hat >> they were not double billed because the amount of withdrawals on their >> account doesn=E2=80=99t make sense and it isn=E2=80=99t the first time t= hat this is >> happened so she is quite concerned th