--0000000000004e2fd5062f88c8b9 Content-Type: text/plain; charset="UTF-8" Content-Transfer-Encoding: quoted-printable HI Cheryl, I was able to connect with our payments manager and she advised there was an issue with our processor which has been addressed. The Payments you made after 2/18/2025 were affected which is why you do not see the funds being withdrawn from your account yet. There is no additional action needed on your end as the funds will settle from your account no later than Friday 3/7/2025. All future payments will be withdrawn back on its normal schedule. We apologize for the inconvenience and appreciate your patience while we look into this issue. Please let me know if you have any questions Thank you, Lito Delapena Customer Contact and Collections Manager | TheKey Mobile: 619-722-8561 On Tue, Mar 4, 2025 at 7:17=E2=80=AFAM Cheryl Learmonth wrote: > Please note that this situation is a dramatic change from before mid > January. Everything worked like clockwork before. > > Cheryl > > On Mar 4, 2025, at 7:07=E2=80=AFAM, Lito Delapena > wrote: > > =EF=BB=BF > Morning Tim, > > I am seeing payments being processed weekly via autopay for client Robert > Birch, I will connect with our Payments manager to check our deposit > accounts as the issue seems to be with when the payments are taken from t= he > account and settle into ours. I'll circle back with the group once we hav= e > resolution. > > Thank you, > > Lito Delapena > > Customer Contact and Collections Manager | TheKey > > Mobile: 619-722-8561 > > > > > > On Mon, Mar 3, 2025 at 4:39=E2=80=AFPM Timothy Thomas wro= te: > >> Lito, could you please look into this? >> >> On Mon, Mar 3, 2025 at 7:33=E2=80=AFPM Cathy Gerth w= rote: >> >>> Hello >>> Can we please find out what is happening again with this account. Also >>> this is the 3rd email sent since last week, >>> *Cathy Gerth* >>> *Client Success Manager * >>> *Direct: 778-403-6148* >>> *Office:* 778-279-3634 >>> Email: cgerth@thekey.com >>> >>> [image: TheKey] >>> >>> >>> >>> >>> >>> >>> >>> On Fri, Feb 28, 2025 at 8:50=E2=80=AFAM Cheryl Learmonth >>> wrote: >>> >>>> I have not seen a withdrawal from the Key this week. Please check on >>>> the status. >>>> >>>> >>>> >>>> Thank you, >>>> >>>> Cheryl Learmonth >>>> >>>> >>>> >>>> *From:* Marc Atkinson >>>> *Sent:* February 10, 2025 6:51 AM >>>> *To:* cgerth@thekey.com >>>> *Cc:* clearmonth@shaw.ca; karen.birch@shaw.ca >>>> *Subject:* Re: Missing withdrawals on Clients account - [#1055076] >>>> >>>> >>>> >>>> Hi Cathy, >>>> >>>> >>>> >>>> Thank you for your email. We apologize this is occurring. >>>> >>>> >>>> >>>> We will look into these payments immediately and get back to you as >>>> soon as possible with further information. >>>> >>>> >>>> >>>> Regards, >>>> >>>> >>>> >>>> Marc Atkinson >>>> >>>> Senior Client Account Specialist >>>> >>>> Billing Help Desk >>>> >>>> 866-226-1702 >>>> >>>> billing@thekey.com >>>> >>>> On Fri, 7 Feb at 12:35 PM , Cathy Gerth wrote: >>>> >>>> Hello >