Re: Year to date statement required ASAP

Hi Tim,

I looked into converge.
So I'm confused because it shows that the payment declined due to
non-sufficient funds.

[image: image.png]
[image: image.png]

But then the payment settled
[image: image.png]

[image: image.png]

The 7k settlement on September 8 includes the $5557.24 payment for Penny
Casey and 3 other clients.

Do you want me to apply the $14,182.72  overpayment to their account (one
payment for $5557.24 was already applied to the September 5 invoice)?
Currently they owe $8682.40 for the Sept 11 and 18 invoices.

*Sumira Suthesan*
Accounts Receivable Specialist
T: 438-230-3887 ext.1070006
www.TheKey.com <http://www.thekey.com/>
[image: TheKey]


On Thu, Sep 21, 2023 at 7:19 AM Timothy Thomas <tt@thekey.com> wrote:

> Hi Sumira,
>
> I'm not sure if Elizabeth has reached out to you yet, but is it possible
> for you to investigate Kelly's concerns of double payment below? If you're
> unable please let me know who can assist?
>
> Thanks!
> Tim
>
> ---------- Forwarded message ---------
> From: Kelly Leigh Casey <kcpsolutions@gmail.com>
> Date: Wed, Sep 20, 2023 at 2:43 PM
> Subject: Year to date statement required ASAP
> To: Timothy Thomas <tt@thekey.com>
> Cc: <adminmtl@homecareassistance.com>, Alejandro Aponte <
> billing@thekey.com>, Patrick Casey <drpcasey@sympatico.ca>, <
> john.janiga@thekey.com>
>
>
> HI Timothy,
>
> Thank you for expediting this.
>
> Our Visa statement show double charges for a few of these listed invoices.
> The below are two recent examples of double charging:
>
>
>
>
> These are likely for invoice #50019 and# #50123.
>
> I would suggest:
>
>    -  your team comes together to review your statement attached and the
>    actual VISA charges.
>    -  reconcile the statement
>    -  develop an internal process to support this not happening again-
>    including invoices to customer that shows paid in full.
>
>
> In the meantime, we will do our own audit. We can then come together with
> a resolution to this issue and the statement will be updated based on all
> findings.
>
> Finally, I would suggest that John Janiga (Collections) not be involved
> prematurely in the future before the company reviews their records to
> ensure there is not an internal issue.This would cause undue stress in many
> families.
>
> We are truly disappointed with the lack of management.. The customer
> should not have to manage these situations  Although we appreciate the
> direct staff and our original relationship with home care assistance, the
> current administration lacks process, efficiencies and compassion. I have
> great concerns regarding how many other families, likely elderly, have had
> the same mistakes occur with the new administration and due to age and
> capacity, have not caught the error. I would suggest an internal forensic
> audit.
>
> I trust you will get this resolved  quickly. With thanks,
>
>
> Kelly Casey
>
>
> Hi Kelly,
>
> I've attached a statement of all transactions year to date. I'm working on
> getting you the PAID stamped invoices. Stay tuned.
>
> Thanks,
> Tim
>
> On Tue, Sep 19, 2023 at 8:05 PM Kelly Leigh Casey <kcpsolutions@gmail.com>
> wrote:
>
>> Good evening,
>>
>> We require the year to date statement to reconcile our visa account,.
>>
>> Please provide this ASAP. In addition, please provide invoices showing
>> PAID, as they are  processed to support our bookeeping.
>>
>> Thank you for your support,
>>
>> Kelly Casey
>
>
>
> --
> Tim Thomas
> Head of Canada Division
> *Please note my email has changed:*
> tt@TheKey.com <tt@thekey.com>
> (514) 591-9387
> TheKey.ca <https://www.thekey.ca/>
> [image: TheKey] <https://www.thekey.com/>
>
>
>
>
> --
> Tim Thomas
> Head of Canada Division
> *Please note my email has changed:*
> tt@TheKey.com <tt@thekey.com>
> (514) 591-9387
> TheKey.ca <https://www.thekey.ca/>
> [image: TheKey] <https://www.thekey.com/>
>