Hi, I recently had a bad experience with Reckon One support over the phone. Firstly I phoned them late yesterday, their welcome robot sounded fine, yet when I got through to a person, the phone line was terrible. Very spasmodic reception making it very hard to understand. I phoned because due to some re-arrangements of our Reckon one books, I could no longer access GovConnect to lodge STP. I used to have 2 business names to log into. One was for our invoicing, the other was to lodge STP that came from my desktop Reckon. As we are transitioning to it all being on Reckon one, I assumed someone has messed up the access. The lady talked me through places to gain access but nothing worked. So she said she would ring back the next day, I suggested 10am, as she wanted access to my computer.
This morning, the 2nd user suddenly found he was made to use MFA, and it went to my phone, not good, he needed his login to have MFA sent to his phone.
By 11am no phone call. So I phoned, again the same problem with the phone reception, Tried to explain the problems, and asked if they would ring me back because of the poor phone reception. They did not phone back.
After a while, I phoned again. Still a bad line, but perservered. this lasted 36 min. Re the MFA he had no idea and said he would escalate it. Re the Gov.Connect, got nowhere. Every time I tried to explain he would talk over me. He talked about what am I facing, I said the computer. He got the idea the problem was the computer screen, tried to get him off that, it was hard going, he wouldn't shut up long enough. He too, said he had to escalate the MFA issue. Re gov.connect, although at the start of the call, several times I tried to access, but no go. he said to select my profile, which isn't visible from the main Reckon One one. and on he went the same thing over and over.
So remembering something of what the lady the night before said, I looked at the Settings gear wheel, and then Subsciptions & Billing, and then the window changes with a profile icon top right. Then I saw in top left were the two options to select different companies, just like it used to be. And lo and behold, all the STP stuff was there. I tried to tell the Reckon person on the phone, I had found the access, and that someone must have been working on it behind the scenes from yesterday's phone call, and amid his talking over me and me repeating, I finally hung up on him.
So then here I also found settings to change the MFA phone. So re-logged in as my son, and fixed up the MFA. Went back to my login in and my phone no. is unchanged. So all good.
But what an experience, made worse by the bad phone connection. Can't be mine because the automatic welcome speech was fine, not until was passed over to a person did the bad reception start, like bits of words missed, made it hard to follow. The last guy said it was the same for him hearing me. But the missed bits were only like a second of speech dropped out every 5 secs.
I hope they can do something to improve the phone, and the phone answerers.
Thanks, Jean Haavasalu. CPA Accountant.
