--000000000000b43698061319bead Content-Type: text/plain; charset="UTF-8" Content-Transfer-Encoding: quoted-printable Hi, I=E2=80=99m sorry I wasn=E2=80=99t away of that policy - I did get confirma= tion from my manager about the e-transfers. I had placed e-transfer on the clients file so we knew it=E2=80=99s e-trans= fer and someone went and added two other forms of payment. This client cannot use auto pay for credit card payments, it=E2=80=99s through a trust company. It= is mandatory to get a back up payment for e-transfer to my understanding as a just in case. Maybe I am wrong but this is what I know so I apologize. Thank you very much for your quick attention on this. I will chat with Tim and Chuck to see how we can have better communication about this going forward. Thanks again! Warm regards, Shawntel Sousa, LPN Client Success Manager Home Care Assistance/The Key Calgary Office number: (403) 301-3777 Winnipeg Office Number: (204) 489-6000 Mobile number: (403) 305-6588 On Thu, Mar 7, 2024 at 3:16=E2=80=AFPM Marc Atkinson w= rote: > Hi Shawntel, > > Per our payment policy, we do require our clients to be on autopay, and > approval for not being on autopay (through Versapay) with a credit/debit > card or a PAD/checking account needs to be sought from Tim and our Senior > Director of OTC Laszlo Kovacs. Moving forward, we need both Tim's and > Laszlo's approval for a client to not be on autopay. > > Regarding the credit card, we do have a valid and signed PAF on file from > the client which states that we can process payment automatically. I > apologize, but I looked for the correspondence regarding payments for thi= s > client, and I couldn't locate the instance where it was stated that the > client can pay via Etransfer and not be on autopay. > > Let me connect with our finance managers to see what the next steps are. > For now, I will send in for a refund of the unapplied credit card payment= s > back to the client's card and place this week's invoice into dispute so i= t > doesn't get charged, until this gets sorted out. > > Thank you! > > On Thu, 7 Mar at 5:10 PM , Marc Atkinson wrote: > Hi Shawntel, > > Thank you for letting us know. I will send this to our Payment Applicatio= n > team immediately, to get this resolved and have the appropriate funds > returned to the client's credit card. > > > > On Thu, 7 Mar at 12:54 PM , Shawntel Sousa > wrote: > Hi team, > > I am not sure who added tags to this clients profile - I only added > E-Transfer but someone added PAD and Credit Card - they pay by > e-transfer(credit card is on file as a just incase, this was requested by > billing) but we have been charging them by credit card and they have been > paying by e-transfer. > > We will need to credit them back all the credit card payments immediately= . > This client came from a referral of ours and they are extremely upset. > > Please ensure that the credit card is removed from the client payment > profile. > > The E-transfers come from Dwayne Las