--0000000000005651f105fa43f85f Content-Type: multipart/alternative; boundary="0000000000005651f005fa43f85e" --0000000000005651f005fa43f85e Content-Type: text/plain; charset="UTF-8" Content-Transfer-Encoding: quoted-printable 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 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=E2=80=AFPM Josie Van der Velden 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 whi= ch > is partially subsidized through the Blue Cross program. The challenge bei= ng > 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 aroun= d > 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 participant= s > 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 ne= w > 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