thanks-
K
> On Oct 27, 2023, at 3:51 PM, Timothy Thomas <tt@thekey.com> wrote:
>
> It’s been this way for over 6 months now so I don’t believe that’s the issue.
>
>
> On Fri, Oct 27, 2023 at 3:49 PM Kelly Casey <kcpsolutions@gmail.com <mailto:kcpsolutions@gmail.com>> wrote:
>> Thank you John.
>>
>> Quick question: if the payments team is in the US, the IP address for the card might cause it to be declined. How long has this payment team been processing it from the US location, is this new, or are they the same team that successfully completed transactions before the declined message?
>>
>> K
>>
>> Sent from my iPhone
>>
>>> On Oct 27, 2023, at 3:45 PM, John Janiga <john.janiga@thekey.com <mailto:john.janiga@thekey.com>> wrote:
>>>
>>>
>>
>>> Hello Kelly,
>>>
>>> I did place a request to our payments team to only process one invoice today and track to approval.
>>>
>>> I will report back as soon as I have more information regarding status.
>>>
>>> Best Regards,
>>> John Janiga
>>> Senior Accounts Receivable Specialist
>>> john.janiga@thekey.com <mailto:john.janiga@thekey.com>
>>> 408-647-7538
>>> TheKey.com <https://www.thekey.com/>
>>> <https://homecareassistance.com/>
>>>
>>>
>>>
>>> On Fri, Oct 27, 2023 at 3:43 PM Kelly Leigh Casey <kcpsolutions@gmail.com <mailto:kcpsolutions@gmail.com>> wrote:
>>>> Hi all,
>>>>
>>>> Just checking in before the weekend to ensure this is resolved.
>>>>
>>>> John, please advise if you tried to submit one invoice (not all 4 at once).
>>>>
>>>> K
>>>>
>>>>> On Oct 27, 2023, at 2:37 PM, Timothy Thomas <tt@thekey.com <mailto:tt@thekey.com>> wrote:
>>>>>
>>>>> @John Janiga <mailto:john.janiga@thekey.com> can you please rerun for one invoice and let us know.
>>>>>
>>>>> Thank you
>>>>>
>>>>> On Fri, Oct 27, 2023 at 2:27 PM Kelly Leigh Casey <kcpsolutions@gmail.com <mailto:kcpsolutions@gmail.com>> wrote:
>>>>>> Hi
>>>>>>
>>>>>> Not aware of any issues. I see charges for other charges went through October 3, 15 and 16th, 2023.
>>>>>>
>>>>>> Can you have them put through only 1 (not 20K as it will be declined due to banking algorithm) today? Then send us result?.
>>>>>>
>>>>>> K
>>>>>>
>>>>>>
>>>>>>
>>>>>>> On Oct 27, 2023, at 2:19 PM, Timothy Thomas <tt@thekey.com <mailto:tt@thekey.com>> wrote:
>>>>>>>
>>>>>>> Hi Kelly,
>>>>>>>
>>>>>>> I was informed that the charges were processed individually, on a weekly basis and we've had three declines. I'm waiting for the transaction receipts to validate this. Are you aware of any issues with the card?
>>>>>>>
>>>>>>> Thanks
>>>>>>>
>>>>>>> On Fri, Oct 27, 2023 at 2:16 PM Kelly Casey <kcpsolutions@gmail.com <mailto:kcpsolutions@gmail.com>> wrote:
>>>>>>>> Hi Tim
>>>>>>>>
>>>>>>>> Any update in this?
>>>>>>>>
>>>>>>>> K
>>>>>>>>
>>>>>>>> Sent from my iPhone
>>>>>>>>
>>>>>>>>> On Oct 26, 2023, at 7:41 PM, Timothy Thomas <tt@thekey.com <mailto:tt@thekey.com>> wrote:
>>>>>>>>>
>>>>>>>>>
>>>>>>>>> Hi Patrick,
>>>>>>>>>
>>>>>>>>> I agree, the card should be charged every week and it may have been but only flagged to me after multiple failed attempts. I will look into this first thing tomorrow and get back to you.
>>>>>>>>>
>>>>>>>>> Thanks for your understanding.
>>>>>>>>> Tim
>>>>>>>>>
>>>>>>>>> On Thu, Oct 26, 2023 at 7:24 PM Patrick Casey <drpcasey@sympatico.ca <mailto:drpcasey@sympatico.ca>> wrote:
>>>>>>>>>> I really do not understand what is wrong here. The credit card in fact has plenty of space available on it. I don’t understand why it is not charged every week. Is there an attempt to put a large sum on all at once? Maybe it should be broken up on a weekly basis as it was supposed to be. This is pretty simple and mystifies me why it has to be made so complex?
>>>>>>>>>>
>>>>>>>>>> Sent from my iPhone
>>>>>>>>>>
>>>>>>>>>>> On Oct 26, 2023, at 5:08 PM, Kelly Leigh Casey <kcpsolutions@gmail.com <mailto:kcpsolutions@gmail.com>> wrote:
>>>>>>>>>>>
>>>>>>>>>>> Got it- sorry. It was way at the bottom:)
>>>>>>>>>>
>>>>>>>>>>> K
>>>>>>>>>>>
>>>>>>>>>>>> On Oct 26, 2023, at 5:07 PM, Kelly Leigh Casey <kcpsolutions@gmail.com <mailto:kcpsolutions@gmail.com>> wrote:
>>>>>>>>>>>>
>>>>>>>>>>>> Hi Tim and team,
>>>>>>>>>>>>
>>>>>>>>>>>> I am asking for the up to date report- see attached of the last one you sent us when the problem last occurred.
>>>>>>>>>>>>
>>>>>>>>>>>> <Statement1_from_Home_Care_Assistance_Montral__Soins__Domicile7084.pdf>
>>>>>>>>>>>>
>>>>>>>>>>>>
>>>>>>>>>>>>> On Oct 26, 2023, at 4:19 PM, Timothy Thomas <tt@thekey.com <mailto:tt@thekey.com>> wrote:
>>>>>>>>>>>>>
>>>>>>>>>>>>> I had previously attached a statement. Did you receive it? or need something more?
>>>>>>>>>>>>>
>>>>>>>>>>>>> On Thu, Oct 26, 2023 at 2:59 PM Kelly Leigh Casey <kcpsolutions@gmail.com <mailto:kcpsolutions@gmail.com>> wrote:
>>>>>>>>>>>>>> Hi Tim
>>>>>>>>>>>>>>
>>>>>>>>>>>>>> Thank you for connecting. I have cc’d Pat.
>>>>>>>>>>>>>>
>>>>>>>>>>>>>> Can you please provide me the up to date statement for cross reference. It would be helpful to receive this on a weekly basis- as requested in the past.
>>>>>>>>>>>>>>
>>>>>>>>>>>>>> K
>>>>>>>>>>>>>>
>>>>>>>>>>>>>>> On Oct 26, 2023, at 2:21 PM, Timothy Thomas <tt@thekey.com <mailto:tt@thekey.com>> wrote:
>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>> Hi Kelly,
>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>> I hope you're doing well. I'm emailing to advise you that the credit card on file has been declined.
>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>> I have attached the outstanding invoices and a statement of accounts for your reference. Please let me know if you have any questions.
>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>> Thank you for your attention to this matter,
>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>> --
>>>>>>>>>>>>>>> Tim Thomas
>>>>>>>>>>>>>>> Head of Canada Division
>>>>>>>>>>>>>>> Please note my email has changed:
>>>>>>>>>>>>>>> tt@TheKey.com <mailto:tt@thekey.com>
>>>>>>>>>>>>>>> (514) 591-9387
>>>>>>>>>>>>>>> TheKey.ca <https://www.thekey.ca/>
>>>>>>>>>>>>>>> <https://www.thekey.com/>
>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>
>>>>>>>>>>>>>>
>>>>>>>>>>>>>>
>>>>>>>>>>>>>>
>>>>>>>>>>>>>>
>>>>>>>>>>>>>>
>>>>>>>>>>>>
>>>>>>>>>>>
>>>>>>>
>>>>>>>
>>>>>>> --
>>>>>>> Tim Thomas
>>>>>>> Head of Canada Division
>>>>>>> Please note my email has changed:
>>>>>>> tt@TheKey.com <mailto:tt@thekey.com>
>>>>>>> (514) 591-9387
>>>>>>> TheKey.ca <https://www.thekey.ca/>
>>>>>>> <https://www.thekey.com/>
>>>>>
>>>>>
>>>>> --
>>>>> Tim Thomas
>>>>> Head of Canada Division
>>>>> Please note my email has changed:
>>>>> tt@TheKey.com <mailto:tt@thekey.com>
>>>>> (514) 591-9387
>>>>> TheKey.ca <https://www.thekey.ca/>
>>>>> <https://www.thekey.com/>