RE: Giselda Rossi Toronto SJD

Hi Cheryl

 

I am removing Ali from this thread, please don’t 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. 

 

Please know our team is here to support you, we care, and we’re invested. We will help sort this out and make sure do right by our clients. 

 

Elizabeth Clark 

Director, CI & Transformation

Long Term Care Insurance, Onboarding

 

TheKey

 

 

 

From: Lito Delapena <billing@thekey.com> 
Sent: Tuesday, June 20, 2023 12:30 PM
To: ali.malik@thekey.com
Cc: ccartwright@thekey.com; tt@thekey.com; eclark@thekey.com
Subject: Re: Giselda Rossi Toronto SJD

 

Hi Cheryl,

 

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.

 

 

Thanks, 

 

Lito Delapena

Billing Help Desk

Billing@thekey.com

866-226-1702

 

 

On Tue, 20 Jun at 3:25 PM , CherylCartwright <ccartwright@homecareassistance.com> wrote: 

Yes I saw the screen shot which is why I don’t 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!

 

On Tue, Jun 20, 2023 at 4:24 PM Lito Delapena < <mailto:billing@thekey.com> billing@thekey.com> wrote:

Hi Cheryl,

 

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.

 



 

Thanks, 

 

Lito Delapena

 

 

Lito Delapena

Billing Help Desk

 <mailto:Billing@thekey.com> Billing@thekey.com

866-226-1702

 

 

On Tue, 20 Jun at 3:22 PM , CherylCartwright < <mailto:ccartwright@homecareassistance.com> ccartwright@homecareassistance.com> wrote: 

The client said you put through 11 transactions to the tune of $87,000 

His bill was $43,000 I thought? Can you please let me know?

 

 

 

On Tue, Jun 20, 2023 at 4:07 PM Cheryl Cartwright < <mailto:ccartwright@thekey.com> ccartwright@thekey.com> wrote:

Thank you for the update. 

 

Cheryl

 

On Tue, Jun 20, 2023 at 3:49 PM Lito Delapena < <mailto:billing@thekey.com> billing@thekey.com> wrote:

Hi Ali and Cheryl,

​

Clietns credit card has been added into versapay successfully and activated for autopay, As requested all invoices have been run for payment.

​



 

Thanks, 

 

Lito Delapena

 

 

Lito Delapena

Billing Help Desk

 <mailto:Billing@thekey.com> Billing@thekey.com

866-226-1702

 

 

305662:611100