--Apple-Mail-DE34F371-2C7D-457E-8DD3-B2B662CDA567 Content-Type: text/html; charset=utf-8 Content-Transfer-Encoding: quoted-printable Timothy, Woul= d there not be some exposure for us if we pull service so suddenly? We would= want to not leave the client without care. Just wondering if little more no= tice would be appropriate so they could make alternate arrangements. Tim Thomas 514 726 7647 On Jul 12, 2023, at 9:48 AM, Timothy Tho= mas <tt@thekey.com> wrote: =EF=BB=BF Sumira, when you call back= today, please advise him that we will be pulling service at the end of toda= y's shift until his account is back in good standing. We've put the sch= edule on hold as of tomorrow. On Wed, Jul 12, 2023 at 9:35=E2=80=AFAM Sumira Su= thesan < s= umira.suthesan@thekey.com > wrote: Hi Ai, I just cal= led, the person who picked up said he's not there and he will be back around= 1pm. It sounded like Ricky... I think we should pull se= rvices. I will try calling again at 1pm. = Thanks, Sumira On Wed, Jul 12, 2023 at 6:29=E2=80= =AFAM Ali Malik < ali.malik@thekey.com > wrote: Hey Tim, I would ass= ume it would be the ops team deciding if we should pause services. Sumira ha= d contacted the client multiple times and sent invoices. We determ= ined that they just keep delaying. At that point, we leave it to you to= make that decision on if we should continue care. = @Sumira Suthesan Let us try just 1 more ti= me to reach out to the client. Lets do this today as soon as possible. If we= get no traction again, we will inform the team and I will have Gerard take i= t forward. thank you, On Wed, Jul 12, 2023 a= t 9:11=E2=80=AFAM Timothy Thomas < tt@thekey.com > wrote: Ali you mentioned last Thursday that= he would be sent a "thorough collection email". Was this done? He asked for= paper invoices. Did we do this? We need to underst= and the process for delinquent clients. Who decides when service is pul= led and who informs the client? Collections team or operations team? On Wed, Jul 12, 2023 at 9:01=E2=80=AFAM Ali Malik < ali.malik@thekey.com > wrote: Hi= Tim, I thought we had already pulled services. If not we= should do this ASAP. @Gerard Draetta This is on the= collections sheet . We will discuss more into detail later this week. thank you = On Wed, Jul 12, 2023 at 8:41=E2=80=AFA= M Timothy Thomas < tt@t= hekey.com > wrote: <blockquote class=3D"gmail_quote" style=3D= "margin:0px 0px 0px 0.8ex;bor