This is a multipart message in MIME format. ------=_NextPart_000_0403_01D9EC6E.45CE0E70 Content-Type: multipart/alternative; boundary="----=_NextPart_001_0404_01D9EC6E.45CE0E70" ------=_NextPart_001_0404_01D9EC6E.45CE0E70 Content-Type: text/plain; charset="UTF-8" Content-Transfer-Encoding: quoted-printable Hi Gerard and Lisa Can you step in and help Sumira take this one to the finish line for = Tim? At this time she should be focused primarily on Billing, so we need = these YTD statement requests managed by Collections or Help Desk but if = these came back declined, Lisa should weigh in too. Elizabeth Clark Director, CI & Transformation Long Term Care Insurance, Onboarding TheKey From: Timothy Thomas Sent: Thursday, September 21, 2023 8:49 AM To: Sumira Suthesan Subject: Re: Year to date statement required ASAP That is very concerning. Can we verify if anything like that has = happened before? We need to ask them how they would like to proceed. = Apply the payment and have a credit on the account or reimburse the = difference. With an apology. If there are any NSF fees we should cover = them as well. On Thu, Sep 21, 2023 at 11:39â¯AM Sumira Suthesan = > wrote: Hi Tim, I looked into converge. So I'm confused because it shows that the payment declined due to = non-sufficient funds. But then the payment settled The 7k settlement on September 8 includes the $5557.24 payment for Penny = Casey and 3 other clients. Do you want me to apply the $14,182.72 overpayment to their account = (one payment for $5557.24 was already applied to the September 5 = invoice)? Currently they owe $8682.40 for the Sept 11 and 18 invoices. Sumira Suthesan Accounts Receivable Specialist T: 438-230-3887 ext.1070006 www.TheKey.com On Thu, Sep 21, 2023 at 7:19â¯AM Timothy Thomas > wrote: Hi Sumira, I'm not sure if Elizabeth has reached out to you yet, but is it possible = for you to investigate Kelly's concerns of double payment below? If = you're unable please let me know who can assist? Thanks! Tim ---------- Forwarded message --------- From: Kelly Leigh Casey > Date: Wed, Sep 20, 2023 at 2:43â¯PM Subject: Year to date statement required ASAP To: Timothy Thomas > Cc: >, Alejandro Aponte = >, Patrick Casey = >, = > HI Timothy, Thank you for expediting this. Our Visa statement show double charges for a few of these listed = invoices. The below are two recent examples of double charging: These are likely for invoice #50019 and# #50123. I would suggest: * your team comes together to review your statement attached and the = actual VISA charges. * reconcile the statement * develop an internal process to support this not happening again- = including invoices to customer that shows paid in full. In the meantime, we will do our own audit. We can then come together = with a resolution to this issue and the statement will be updated bas