--00000000000011520c05fe951351 Content-Type: multipart/alternative; boundary="00000000000011520b05fe951350" --00000000000011520b05fe951350 Content-Type: text/plain; charset="UTF-8" Content-Transfer-Encoding: quoted-printable Hi Elizabeth, Thank you for your email and prompt response. We did get it sorted out and billing was correct. The client saw 11 different emails come through, one with the total charged and then the ten that came through as individual invoices to explain the chargers that to him looked like he was being charged the total amount again. I really apologize for the alarm bells. Thanks again, Cheryl On Tue, Jun 20, 2023 at 4:36=E2=80=AFPM wrote: > Hi Cheryl > > > > I am removing Ali from this thread, please don=E2=80=99t copy him in inqu= iries and > allow our help desk team to resolve these for you as his role is changing= . > I am going to ask Lito to schedule time for us to review this together so > we can take this out of email and avoid the back and forth, email yelling= , > etc. > > > > Please know our team is here to support you, we care, and we=E2=80=99re i= nvested. > We will help sort this out and make sure do right by our clients. > > > > Elizabeth Clark > > *Director, CI & Transformation* > > *Long Term Care Insurance, Onboarding* > > > > *TheKey* > > > > > > > > *From:* Cheryl Cartwright > *Sent:* Tuesday, June 20, 2023 12:33 PM > *To:* Lito Delapena > *Cc:* ali.malik@thekey.com; tt@thekey.com; eclark@thekey.com > *Subject:* Re: Giselda Rossi Toronto SJD > > > > I thought it was $43,150.33. Your email says $45,150.33 > > > > I have asked the client to provide me with something as he said there wer= e > 11 transactions. 1 for $43,150.33 then 10 more all in different amounts > also totaling $43,150.33 > > > > It appears things went through twice. > > > > Cheryl > > > > On Tue, Jun 20, 2023 at 4:29=E2=80=AFPM Lito Delapena wrote: > > Hi Cheryl, > > > > Versapay does not give the option to pay anything other amount outside of > the 10 invoices due, We only charged the client for the 10 outstanding > invoices totaling $45,150.33. Please have the client provide the > documentation that shows that he was charged double so we can have our > payments team look into this. > > > > > > Thanks, > > > > Lito Delapena > > Billing Help Desk > > Billing@thekey.com > > 866-226-1702 > > > > > > On Tue, 20 Jun at 3:25 PM , CherylCartwright ccartwright@homecareassistance.com> wrote: > > Yes I saw the screen shot which is why I don=E2=80=99t understand why he = was > charged $87,000!!! He said you put through a total of 43k and then ten mo= re > transactions followed totally 87,000 by the end. Did you charge him twice= ! > > > > On Tue, Jun 20, 2023 at 4:24 PM Lito Delapena wrote: > > Hi Cheryl, > > > > I provided the screenshot of the payment on my original email, 10 inovice= s > totaling $43,150.33 which Ali advised to run the full balance of. > > > > [image: Image removed by sender.] > > > > Thanks, > > > > Lito Delapena > > > > > > Lit