--0000000000005273900630279b19 Content-Type: text/plain; charset="UTF-8" Content-Transfer-Encoding: quoted-printable Hi Timon, I wanted to raise a few billing-related concerns that have been causing confusion and issues for our clients in Calgary. 1. Client Name Errors: After several emails and follow-ups, we were finally able to address and correct an issue with clients' names being misspelle= d. Specifically, Aileen Wilkins' name was misspelled, and it took longer th= an expected to resolve. 2. PAD Bank Account Changes: We have clients on PAD (Pre-Authorized Debit), and there was an issue where the withdrawal name on Versapay was changed= to "HCAHomeCareAssistanceCanada" after a bank account switch. This caused considerable confusion, and we received numerous phone calls from client= s who thought they were being scammed. Unfortunately, there was no communication provided that we could relay to the clients about the chan= ge. Moving forward, it would be beneficial for us to receive any necessary updates so we can communicate these changes to our clients in advance. 3. WCB Assessment Process: Kristy from Billing recently informed us that we have been entering our WCB assessments incorrectly. This was particularl= y concerning, as we have been following the same process for over a year. = A more constructive approach would have been to notify us of any changes t= o the process so we could implement them moving forward rather than indicating that we=E2=80=99ve been doing it wrong and need to fix past a= ssessments. Clear and timely communication is essential to ensure smooth operations and maintain client trust. I hope we can address these concerns and improve the communication channels moving forward. Regards, Chuck On Wed, Mar 12, 2025 at 9:22=E2=80=AFAM Timon Page = wrote: > Hey all > > On the call yesterday Derek asked to be sent any examples of billing > issues that have caused client issues. I know that Chuck and Sharon had > some, but Dennis and Joey, I wanted to include you two on this in case yo= u > had any you wanted to include. If everyone could send them over today, I > will put them all into an email and send it to Derek with everyone on cop= y. > > Best regards, > * Timon Page * > General Manager, Ontario > *Please note my email address has changed:* > timon.page@thekey.com > Mobile: (437) 223-0841 > TheKey.com > > --=20 Chuck Terlesky B.A., CCPE General Manager Winnipeg and Calgary Calgary: 403-301-3777 Winnipeg: 204-489-6000 TheKey.ca [image: TheKey] --0000000000005273900630279b19 Content-Type: text/html; charset="UTF-8" Content-Transfer-Encoding: quoted-printable Hi Timon, I wanted to raise a few= billing-related concerns that have been causing confusion and issues for o= ur clients in Calgary. Client Name Errors: A= fter several emails and follow-ups, we were finally able to address and cor= rect an issue with clients' names being misspelled. Specifically, Ailee= n Wilkins' name was misspelled, and it took longer than ex