----==_mimepart_6660dba79f70d_2413fd208064cac58996117 Content-Type: text/plain; charset=UTF-8 Content-Transfer-Encoding: quoted-printable Hi Shawntel,=C2=A0 Apologies if you had missed my response to Tim upo= n being looped into this inquiry, =C2=A0while we understand the urgency o= f this inquiry we are going to need to pull invoices for Sue along with C= DHC invoices (due to the authorization) to complete the requests. Mor= e 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,=C2=A0 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 rece= ived another email from her extremely mad that this is taking so long to = manage. = = As indicated in the previous email, I do require a full statement of acc= ount from what was billed from January to current. The statement sent doe= s not break anything down. She would like to see all charges, what was se= nt 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 Januar= y to current. She would like a reconciliation done on the account to ensu= re that 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 t= ime that this is happened so she is quite concerned that it has happened = again.=C2=A0 = = I would like to consider this as an urgent priority as it=E2=80=99s been= a few days in asking for this information and the daughter is very upset= with the amount of money coming out of her account. We have received no = responses back today in regards to this additional request to look into i= t a bit deeper and requesting for more information. Kindly provide all i= nformation request.=C2=A0 = Thank you for your time on this.=C2=A0 = = Best Regards, Shawntel Sousa, LPN Client Success Manager TheKey Calg= ary Office number: (403) 301-3777 Winnipeg Office Number: (204) 489-6000 = Mobile number: (403) 305-6588 = = = = = = = = On Wed, Jun 5, 2024 at 11:18=E2=80=AFAM Timothy Thomas w= rote: = = = = Adding Lito for visibility.=C2=A0 = = = = = Tim Thomas = Head of Canada Division = Please note my email has changed: = tt@TheKey.com = (514) 591-9387 = = TheKey.ca = = = = = = = On Wed, Jun 5, 2024 at 12:57=E2=80=AFPM Shawntel Sousa wrote: = = = = Hi,=C2=A0 = = There are more concerns here.=C2=A0 = Can you or someone run a reconciliation=C2=A0on this client's file to en= sure that we have not over billed them and charged them more than we shou= ld=C2=A0have. The payments we processed do not make sense and as if right= now it does appear=C2=A0that we have over charged them. The amounts of s= ome of the payments seem very high as you can see from