This is a multipart message in MIME format. ------=_NextPart_000_0123_01D9A354.9A3A9090 Content-Type: multipart/alternative; boundary="----=_NextPart_001_0124_01D9A354.9A3AB7A0" ------=_NextPart_001_0124_01D9A354.9A3AB7A0 Content-Type: text/plain; charset="utf-8" Content-Transfer-Encoding: quoted-printable Hi There- =20 Can you clarify the below? An internal staff member of TK is sending a = check to the lockbox, and we=E2=80=99re using that cash to credit the = client? =20 Elizabeth Clark=20 Director, CI & Transformation Long Term Care Insurance, Onboarding =20 TheKey =20 =20 =20 From: Dennis Fancy =20 Sent: Tuesday, June 20, 2023 8:35 AM To: Cheryl Cartwright Cc: Alexis Parrish ; ali.malik@thekey.com; = bboxall@thekey.com; eclark@thekey.com; lswaikoski@scu.mb.ca; = sumira.suthesan@thekey.com; tt@thekey.com Subject: Re: Re: [EXTERNAL] Tom Schnitzer Oct 2022 Charges =20 Hi Cheryl, =20 I will write a cheque and have Brian put it in the mail.=20 Dennis Fancy, BSP Care Solutions Manager =09 TheKey.ca =20 =20 =20 On Mon, Jun 19, 2023 at 7:45=E2=80=AFPM Cheryl Cartwright = > wrote: I believe there is a credit owed that is being paid by cheque from the = Winnipeg office. Dennis can you confirm if this is being handled or how = we can help.=20 =20 Cheryl =20 On Mon, Jun 19, 2023 at 6:32 PM Alexis Parrish > wrote: Hi Cheryl, =20 =20 =20 Please loop Billing in if any credits in the end are due to the client. = Thank you. =20 =20 =20 =20 =20 =20 Thanks,=20 =20 Alexis Parrish =20 =20 Alexis Parrish Billing Help Desk Billing@thekey.com = 866-226-1702 On Mon, 19 Jun at 12:31 PM , Sumira Suthesan > wrote:=20 Will do. =20 Thank you, Sumira =20 On Mon, Jun 19, 2023 at 9:30=E2=80=AFAM Cheryl Cartwright = > wrote: Thank you for letting me know. Please let me know if you do not reach = Patrick so I can try.=20 =20 Thanks, =20 Cheryl =20 On Mon, Jun 19, 2023 at 1:25 PM Sumira Suthesan = > wrote: Hi Ali, =20 I called Patrick an hour ago and left a voicemail. I will try again later today. =20 Thanks, Sumira =20 On Mon, Jun 19, 2023 at 9:22=E2=80=AFAM Ali Malik > wrote: Hey Cheryl, =20 Sumira is working on it right now. We need to go back and review what = they are diputing. Once we review all charges from our CAFT system, we = will have better understanding as to what happened back in Oct. As of = right now, there is no credit in system, so charges look valid but = nevertheless we are going to review. =20 @Sumira Suthesan Please call client = ASAP and explain the situation. Let them know we will be in touch and if = we have to offer a refund, we will send it back via etransfer.=20 =20 thanks =20 On Mon, Jun 19, 2023 at 12:19=E2=80=AFPM Cheryl Cartwright = > wrote: Good Morning, =20 We desperately need a resolution here. The POA in this case is beyond = angry at the amount of time this is taking to resolve.=20 =20 Please help me understand what actions are being take to credit this = client back. =20 Thanks, =20 Cheryl =20 On Mon, Jun 12, 2023 at 11:56=E2=80=AFAM Lisa