Re: Billing Concerns - new charge withdrawn from account

Thank you Shawntel, appreciate it.

Cheers,

*Josie Van der Velden*


On Wed, Jun 14, 2023 at 10:36 AM Shawntel Sousa <ssousa@thekey.com> wrote:

> Hi Josie,
>
> I have sent this off to billing to try and gain some clarity on this
> particular matter.
> I will let you know as soon as I hear back.
>
>
> *Thank you,*
>
> *Shawntel Sousa, LPN*
>
> Client Success Manager
>
>
> Direct: 403-305-6588 Calgary Office: 403-301-3777 Vancouver Office:
> 778-279-3634
>
> *TheKey.ca <http://TheKey.ca>*
>
> [image: TheKey]
>
>
>
> On Wed, Jun 14, 2023 at 9:39 AM Josie Van der Velden <
> josie.vandervelden@gmail.com> wrote:
>
>> Good morning all,
>>
>> I believe my account was debited last night - see screenshot below, given
>> there is no name associated with the withdrawal I am assuming, I am fairly
>> certain that this aligns with the previous withdrawals.
>>
>> [image: Screenshot 2023-06-14 at 9.29.44 AM.png]
>>
>> I have not been sent an invoice and have no clue what these charges are
>> for, as well we had determined I would not be auto charged. Is this for
>> April? May? I have been following up pretty consistently inquiring about
>> what we owe relative to the various different invoices I have received and
>> no one has confirmed a balance for April or May, the most recent comms
>> confirmed that BlueCross payments were still outstanding and I would be
>> advised once it was settled up. I know as an organization you are working
>> through a transition for billing with this new program but this is super
>> disorganized, and not ok. To have money withdrawn from my account, without
>> my permission aside, but also without an invoice or even a receipt sent so
>> I understand the charges is unacceptable.
>>
>> Can someone please advise what this charge is for and send an invoice or
>> receipt as backup? And from there, can I get some sort of confirmation that
>> my banking info has been removed from your system so this auto payment
>> never happens again? And finally, can you advise where things are sitting
>> with the account - if this is indeed for April, when should we expect the
>> invoice for May?
>>
>> Thank you very much. If this isn't able to be organized ASAP I don't see
>> any other choice but for us to switch providers which would be super
>> disruptive for my dad and I hope to avoid. However, it's equally as
>> disruptive to have a partner that we don't have mutual trust with in the
>> area of finances.
>>
>> Sincerely,
>>
>>
>> *Josie Van der Velden*
>>
>>
>> On Thu, Apr 27, 2023 at 9:22 AM Josie Van der Velden <
>> josie.vandervelden@gmail.com> wrote:
>>
>>> Good morning Ali,
>>>
>>> Thanks for this info. I am no longer comfortable with any automatic
>>> withdrawals coming out of my account, so as a go forward this is not to
>>> happen - can you confirm this has been changed on my account?
>>>
>>>  Additionally, as I understand it I should not be receiving any invoice
>>> for any charges in April until mid-May because this is when all Blue Cross
>>> payments for the month will be settled up, so I am confused why you would
>>> need to invoice again next week?
>>>
>>> The ideal scenario for me is a refund is issued today. Is this possible?
>>>
>>> Thanks so much,
>>>
>>> *Josie Van der Velden*
>>>
>>>
>>> On Thu, Apr 27, 2023 at 8:59 AM Ali Malik <ali.malik@thekey.com> wrote:
>>>
>>>> Goodmorning Josie,
>>>>
>>>> Yes I spoke to Chuck and he put through full balance of the invoices
>>>> for some of the Bluecross clients when we should only put through balance
>>>> after CDHC pays us. What we can do is going forward not charge you family
>>>> portion until the overpayment on the invoices is all taken up? Would this
>>>> work? Because we will have a few open invoices due by family.
>>>> We are still reconciling the payments from Bluecross, once we reconcile
>>>> all payments for April, we can then let you know what the balance is. We
>>>> will then deduct the overpayment on families account from the balance and
>>>> confirm how we should proceed. Do you think this would be a viable option?
>>>>
>>>> Alternatively , I will need to speak to Chuck if he can refund you
>>>> those payments put through. But what will happen is that we will need to
>>>> charge your account again for balance thats owed by family next week.
>>>>
>>>> thank you,
>>>>
>>>> On Wed, Apr 26, 2023 at 6:00 PM Josie Van der Velden <
>>>> josie.vandervelden@gmail.com> wrote:
>>>>
>>>>> Hey Cheryl,
>>>>>
>>>>> Thanks for this email and for the next steps and info you have
>>>>> detailed. In fact I was emailing with Ali this morning and confirmed the
>>>>> VersaPay account this morning so all good there.
>>>>>
>>>>> Just to clarify, the amount withdrawn from my account this morning was
>>>>> not a second payment on an invoice that was already paid, it was a payment
>>>>> taken on last week's invoice which has not yet been sent to BlueCross for
>>>>> their portion to be covered and so should never have been charged to me. My
>>>>> understanding is only invoices for the month prior, issued mid month the
>>>>> following month will be paid by me as this will account for all BlueCross
>>>>> payments.
>>>>>
>>>>> Thank you Ali for the help getting the refund sorted immediately and
>>>>> for removing the auto payment off my account. Please let me know when both
>>>>> have been done, appreciate it.
>>>>>
>>>>> And Cheryl sounds good for a follow up tomorrow, hopefully all will be
>>>>> resolved by them.
>>>>>
>>>>> Cheers,
>>>>>
>>>>>
>>>>> *Josie Van der Velden*
>>>>>
>>>>>
>>>>> On Wed, Apr 26, 2023 at 3:32 PM Cheryl Cartwright <
>>>>> ccartwright@thekey.com> wrote:
>>>>>
>>>>>> Good Afternoon Josie,
>>>>>>
>>>>>> Thank you so much for this very detailed account of what has
>>>>>> happened. Let me start by apologizing for all the frustration and stress
>>>>>> this has caused you and your family. With the new versapay system it will
>>>>>> allow for clients to pay once they receive the invoice whereas we do NOT
>>>>>> need to automatically debit your account. Have you already received a link
>>>>>> to Versapay?
>>>>>>
>>>>>> I have cc'd Ali on this email so that he can remove the auto-payment
>>>>>> from your account as I understand our mistakes have caused a lot of
>>>>>> mistrust and aggravation. @Ali Malik <ali.malik@thekey.com> can you
>>>>>> please issue a refund for the amount we debited twice and ensure that we
>>>>>> remove the auto-payment immediately. Perhaps once we get everything
>>>>>> smoothed out we can go back to that method in the future.
>>>>>>
>>>>>> If you could advise on the refund that would be great as Josie has
>>>>>> indicated those funds are needed for other things.
>>>>>>
>>>>>> Perhaps I can follow up with you again tomorrow Josie if that's
>>>>>> alright?
>>>>>>
>>>>>> Cheryl
>>>>>>
>>>>>> On Wed, Apr 26, 2023 at 5:57 PM Josie Van der Velden <
>>>>>> josie.vandervelden@gmail.com> wrote:
>>>>>>
>>>>>>> Hi Shawntel, Cheryl,
>>>>>>>
>>>>>>> Great to meet you Cheryl, and thank you both for your
>>>>>>> assistance here.
>>>>>>>
>>>>>>> Cheryl - Shawntel and I have been working over these past weeks to
>>>>>>> determine a path forward to simplify billing for my fathers home care which
>>>>>>> is partially subsidized through the Blue Cross program. The challenge being
>>>>>>> that The Key invoices on a weekly basis and mandates pre authorized
>>>>>>> withdrawals against those invoices, however BlueCross takes 10 business
>>>>>>> days to pay back the subsidized portion so the invoices that I receive do
>>>>>>> not accurately reflect the balance owing post subsidy.
>>>>>>>
>>>>>>> Last week, my account was debited for the amount owing for the month
>>>>>>> of March after all BlueCross payments were accounted for, and it was also
>>>>>>> communicated to me that as a go forward, I would receive an invoice around
>>>>>>> 2 weeks into the month each month, representing the balance owing for the
>>>>>>> prior month after which point my account would be debited. Shawntel also
>>>>>>> advised that The Key is working to move all BlueCross program participants
>>>>>>> to a monthly invoicing schedule so we no longer receive the weekly
>>>>>>> invoices, which I have been advised to ignore.
>>>>>>>
>>>>>>> This all works for me, knowing you guys are working to adapt to a
>>>>>>> new program I am herwhile you figure it out. However, this morning my
>>>>>>> account was once again debited this time for $521.17 which when I checked
>>>>>>> your new invoicing platform VersaPay, is for last week's invoice - see
>>>>>>> screenshot below, and this I am not ok with.
>>>>>>>
>>>>>>> [image: Screenshot 2023-04-26 at 2.51.59 PM.png]
>>>>>>>
>>>>>>> I did not authorize this withdrawal, nor does it accurately reflect
>>>>>>> what is owed on my dads account or align with the plan you just confirmed
>>>>>>> with me last week. Further, these funds are needed for other payments
>>>>>>> coming out of my account this week, therefore I require an immediate refund
>>>>>>> to be processed.
>>>>>>>
>>>>>>> While I recognize you guys are working to get a plan in place I am
>>>>>>> not confident that my account will not be once again incorrectly debited
>>>>>>> and as such, I no longer authorize The Key to do automatic withdrawals and
>>>>>>> would like to move instead to pay directly when an invoice comes to me. If
>>>>>>> you don't confirm this, my next step will be to call my bank and cancel it
>>>>>>> from their side as I am not ok having my account information sitting with a
>>>>>>> partner that I am not confident in. Once things get sorted on your side we
>>>>>>> can explore auto withdrawals again but at this time, too much is in flux
>>>>>>> and the track record is not great.
>>>>>>>
>>>>>>> Thanks, please let me know when I can expect the refund.
>