PAYHERO by FLEXITIME
I'd give zero stars if I could. So many issues, purely as a result of appalling customer service.
They made errors in the original transfer of our payroll and then when I discovered the issue and raised it with them, they refused to help rectify it.
Once they had our subscription and our money they dump customer service and it can leave to huge strife.
In our case they also suspended our subscription and did not answer queries in a timely manner to ensure our weekly payroll ran smoothly. Missing employees pay is NEVER OK in my book, and support should have been available to ensure this didn't happen.
0/5 stars from me.
UPDATE TO FEEDBACK:
Unfortunately Robert Owen is apparently unaware of what his staff are doing.
* FlexiTime has not always responded in a timely manner, nor has PayHero (the same company). Nor have they always been considerate. And certainly have not responded to me in less than 45 minutes, nor at a convenient time to me during the time key and vital issues were happening.
* They did in fact turn their back and walk away from the holiday pay issue (which despite what he says, was not an issue from my end). Simply implying it was my fault reflects their view of things when things go wrong. "Not our fault".
* The writer provides the reader with short snippets of a far larger email conversation trail over many months, and it was a far larger issue on his company's part than he admits here. Again reinforcing my experience of "Not our fault" if anything goes wrong.
* He provides confidential information to anyone that reads this review, and does not actually cover what the real problems were, and it was not caused by the information he provides the reader. It also provides the reader with email correspondence, although irrelevant to the actual incidents and facts, was confidential between the writer and the sender. I find this to be a huge breach of confidentiality one expects from a payroll service provider.
* The credit card was not unsuspended within one hour, and more so it took me days to get hold of the support team in the first instance, and get a response from them, which was the bigger issue at hand. Again I got a "not our fault" response from them in a time of urgency. What is worse is that they knew I had not accessed the emails they had sent about suspending the account, so they knew I did not know it was due for suspension. That is not good customer service. I'm sorry, but suspending a subscription of a reliably paying customer at 4pm on a Friday, so that their staff cannot enter their timesheets, and a payroll cannot be run the following Monday, without a courtesy phone call when you know communication has not reached them by email, is just poor form.
* My latest experience with them was with PAYE being filed incorrectly with IRD. The information goes from PayHero to IRD directly. When IRD issued a balance owing notice and the PAYE had been filed incorrectly by the PayHero system, what was their response? You guessed it, "not our fault". They said someone had probably logged in and changed the figures in myIR. As I am the only one with the log in, and I certainly didn't do it, it was the most curious response from them that I could ever imagine.
* If you review the writers other responses to bad reviews on PayHero and FlexiTime (the same company) it seemingly reinforces the company's ethos of "Not our fault", trying to blame the reviewer for the issue, with an attempt to discredit what the reviewer says with a "that's not right" theme. If they did actually have good customer service a "what can we do to put this right" approach would be far more becoming of great customer service.
9 April 2023
Unprompted review
