--000000000000de9304063028bf35 Content-Type: text/plain; charset="UTF-8" Content-Transfer-Encoding: quoted-printable Thank you Timon for taking the lead on this and further to Chuck's issue I would second the communication issue for what he stated but also add for Vancouver the following 1) Recent issue with four Vancouver and Victoria clients where funds were not withdrawn and no communication as to why and even after two clients sent emails it was not addressed until the client called the office and we contacted billing. The issue was resolved by Lito investigating and he was able to give a clear and concise email that explained the situation but why did it take so much effort on the part of the client when really it was something we should have communicated. 2) Recent onboarding of Victoria clients has been difficult dealing with compliance when they were already existing clients with HCA. Clients understood needing new agreements but all the other pieces and the wording of the agreement really threw them off. We lost one client from Victoria partly for the caregiver clause and how it was written and perceived. We also had issues with payment methods being questioned by compliance and instead of asking me first they said "no" to the client when it had already been authorized by Elizabeth. This caused two clients annoyance and stress. 3) Large referral partner VCH - we have worked it out now that Michelle comes to me first with unpaid invoices which I greatly appreciate but the last three instances were not issues of VCH not paying the invoice but issues that they never received it in the first place. I really believe due diligence needs to be done to ensure billing has sent those invoices before I go back to the client asking. I find it somewhat embarrassing to be following up and then find out it is our mistake. Thanks Sharon Sharon, Speirs General Manager Vancouver, BC Office: 778.279.3634 sspeirs@thekey.com TheKey.ca [image: TheKey] On Wed, Mar 12, 2025 at 9:22=E2=80=AFAM Chuck Terlesky wrote: > 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 > misspelled. Specifically, Aileen Wilkins' name was misspelled, and it = took > longer than 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 w= as > changed to "HCAHomeCareAssistanceCanada" after a bank account switch. = This > caused considerable confusion, and we received numerous phone calls fr= om > clients who thought they were being scammed. Unfortunately, there was = no > communication provided that we could relay to the clients about the ch= ange. > Moving forward, it would be beneficial for us to receive any necessary > updates so we can commun