STP2 FINALISATION - ISSUE ON BACK END NO UPDATE FROM YOUR CUSTOMER CENTRE TEAM

Hbeal

Hi there,

We are currently unable to finalise our STP2 Finalisation for 2023/2024 due to our end of year finalisation report not matching what we have paid our employees through the year. We have been advised we are unable to amend this report and it would need to be done by Reckon.

We have put a case in on 9th of July and have called your call centre every day since and they are unable to give me an answer, they just say 'this is with our back-end team and they will be in touch with you directly".

The case number is: 303094

We would love an update on this please as we urgently need to get these finalised

Any help would be greatly appreciated.

@Rav hoping you can look into this for us :)

Thank you,

Holly

Reeta

Hi Hbeal,

I wanted to apologize for the delay in addressing your request.

I have just checked and found that our development team has been diligently working on the issue, and it's taking a bit longer than we initially anticipated.

Please rest assured that we are prioritizing this matter. As soon as we receive an update from the development team, one of us will promptly reach out to you with the latest information.

We appreciate your patience and understanding.

If you have any questions in the meantime, please don't hesitate to reach out.

Kind regards,

Reeta

Hbeal

Thanks @Reeta

We received a phone call last night but missed it due to be out of business hours.

We have called the number they requested us to call back on but it was directed back to the ReckonOne department, and they weren't able to help with getting onto who called us.

Are you able to ensure they give us a call back today? Between now and 5pm AEST?

Thanks,

Holly

Reeta

Hi @Hbeal ,

Thank you for informing me about the missed call.

I understand the importance of addressing your concerns promptly, and I will ensure that someone from our team contacts you today before 5 PM AEST.

We appreciate your patience and look forward to assisting you further.

Kind regards,

Reeta

Hbeal

Thanks @Reeta

We got a phone call back but they keep calling the wrong phone as that worker is away today

I have called a few times to ensure the correct phone number is called

The number end in 532411

Reeta

Hi @Hbeal ,

It's possible that the number in our system was incorrect.

I've now provided them with the correct number, and I hope they get in touch with you shortly.

Kind regards,

Reeta

Hbeal

Thank you!

****532411 - is the number they should have this now on their end I have just spoken with them within the last 30 mins

Look forward to hearing from them :)

Thanks!

Hbeal

We are still waiting on a phone call back could you please advise? @Reeta

Thanks

Holly

Hbeal

Thanks for your call @Reeta !

As discussed, please amend any ongoing to email to the new email :)

Reeta

Hi @Hbeal ,

My apologies for the delay.

You will receive updates regarding the escalations shortly.

Thank you for your patience.

Kind regards,

Reeta

Hbeal

Morning @Reeta,

I am still waiting for email correspondence, as you recommended chasing up the case via this platform and replying back.

Please advise on this

Thanks Holly

Reeta

Hi @Hbeal ,

I have advised my colleague who is looking after your case to provide you with a case update and he will be in touch with you shortly.

Hope that helps.

Kind regards,

Reeta