This is a multipart message in MIME format. ------=_NextPart_000_02B1_01D9A373.C5B74870 Content-Type: multipart/alternative; boundary="----=_NextPart_001_02B2_01D9A373.C5B74870" ------=_NextPart_001_02B2_01D9A373.C5B74870 Content-Type: text/plain; charset="utf-8" Content-Transfer-Encoding: quoted-printable Hi Cheryl =20 I am removing Ali from this thread, please don=E2=80=99t copy him in = inquiries 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.=20 =20 Please know our team is here to support you, we care, and we=E2=80=99re = invested. We will help sort this out and make sure do right by our = clients.=20 =20 Elizabeth Clark=20 Director, CI & Transformation Long Term Care Insurance, Onboarding =20 TheKey =20 =20 =20 From: Cheryl Cartwright =20 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 =20 I thought it was $43,150.33. Your email says $45,150.33 =20 I have asked the client to provide me with something as he said there = were 11 transactions. 1 for $43,150.33 then 10 more all in different = amounts also totaling $43,150.33=20 =20 It appears things went through twice.=20 =20 Cheryl =20 On Tue, Jun 20, 2023 at 4:29=E2=80=AFPM Lito Delapena = > wrote: Hi Cheryl, =20 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. =20 =20 Thanks,=20 =20 Lito Delapena Billing Help Desk Billing@thekey.com =20 866-226-1702 =20 =20 On Tue, 20 Jun at 3:25 PM , CherylCartwright = > wrote:=20 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 more transactions followed totally 87,000 by the end. Did you charge = him twice! =20 On Tue, Jun 20, 2023 at 4:24 PM Lito Delapena > wrote: Hi Cheryl, =20 I provided the screenshot of the payment on my original email, 10 = inovices totaling $43,150.33 which Ali advised to run the full balance = of. =20 =20 Thanks,=20 =20 Lito Delapena =20 =20 Lito Delapena Billing Help Desk Billing@thekey.com =20 866-226-1702 =20 =20 On Tue, 20 Jun at 3:22 PM , CherylCartwright = > wrote:=20 The client said you put through 11 transactions to the tune of $87,000=20 His bill was $43,000 I thought? Can you please let me know? =20 =20 =20 On Tue, Jun 20, 2023 at 4:07=E2=80=AFPM Cheryl Cartwright = > wrote: Thank you for the update.=20 =20 Cheryl =20 On Tue, Jun 20, 2023 at 3:49=E2=80=AFPM Lito Delapena = > wrote: Hi Ali and Cheryl, =E2=80=8B Clietns credit card has been added into versapay succes