--000000000000dd786d062f85a006 Content-Type: text/plain; charset="UTF-8" Content-Transfer-Encoding: quoted-printable Morning Tim, I am seeing payments being processed weekly via autopay for client Robert Birch, I will connect with our Payments manager to check our deposit accounts as the issue seems to be with when the payments are taken from the account and settle into ours. I'll circle back with the group once we have resolution. Thank you, Lito Delapena Customer Contact and Collections Manager | TheKey Mobile: 619-722-8561 On Mon, Mar 3, 2025 at 4:39=E2=80=AFPM Timothy Thomas wrote= : > Lito, could you please look into this? > > On Mon, Mar 3, 2025 at 7:33=E2=80=AFPM Cathy Gerth wr= ote: > >> Hello >> Can we please find out what is happening again with this account. Also >> this is the 3rd email sent since last week, >> *Cathy Gerth* >> *Client Success Manager * >> *Direct: 778-403-6148* >> *Office:* 778-279-3634 >> Email: cgerth@thekey.com >> >> [image: TheKey] >> >> >> >> >> >> >> >> On Fri, Feb 28, 2025 at 8:50=E2=80=AFAM Cheryl Learmonth >> wrote: >> >>> I have not seen a withdrawal from the Key this week. Please check on >>> the status. >>> >>> >>> >>> Thank you, >>> >>> Cheryl Learmonth >>> >>> >>> >>> *From:* Marc Atkinson >>> *Sent:* February 10, 2025 6:51 AM >>> *To:* cgerth@thekey.com >>> *Cc:* clearmonth@shaw.ca; karen.birch@shaw.ca >>> *Subject:* Re: Missing withdrawals on Clients account - [#1055076] >>> >>> >>> >>> Hi Cathy, >>> >>> >>> >>> Thank you for your email. We apologize this is occurring. >>> >>> >>> >>> We will look into these payments immediately and get back to you as soo= n >>> as possible with further information. >>> >>> >>> >>> Regards, >>> >>> >>> >>> Marc Atkinson >>> >>> Senior Client Account Specialist >>> >>> Billing Help Desk >>> >>> 866-226-1702 >>> >>> billing@thekey.com >>> >>> On Fri, 7 Feb at 12:35 PM , Cathy Gerth wrote: >>> >>> Hello >>> >>> This is an existing client that has been with us for a 1 year, Thy have >>> been consistently on EFT - now they haven't had a withdrawal since Jan = 24 >>> and no explanation to them as why, or if there is any issue. This will = be a >>> substantial withdrawal to have all at once. >>> >>> Client would like an explanation please.Nothing has changed on their >>> account, >>> >>> Client Robert Birch - Location HCA Vancouver >>> >>> Please include answer to all bove emails >>> >>> Thank you so much >>> >>> >>> >>> Cathy >>> >>> >>> >>> #950468 was withdrawn Jan 17 >>> >>> #956259 Jan 24 not showing as withdrawn >>> >>> #962723 Jan 31 not showing as withdrawn >>> >>> #966822 to be withdrawn Feb 7 >>> >>> This is a total of $22,226 >>> >>> >>> >>> >>> >>> >>> >>> *Cathy Gerth* >>> >>> *Client Success Manager * >>> >>> *Direct: 778-403-6148* >>> >>> *Office:* 778-279-3634 >>> >>> Email: cgerth@thekey.com >>> >>> >>> >>> [image: TheKey] >>> >>> >>> >>> >>> >>> >>> >>> >>> >>> >>> >>> 1055076:611100 >>> >> --000000000000dd786d062f85a006 Content-Type: text/html; charset="UT