Too many problems - slow response times

  • 1
  • Problem
  • Updated 1 year ago
  • Solved
At the start of the year I signed up to Reckon One so my book keeper and I both had access to my business accounts. What was supposed to be a week long data transfer turned into 5 months of difficulty getting the right book set up. 

After many false starts we finally managed to get Reckon One up and running properly in mid May, however since the 'upgrade' we're both having major issues - any time we try to action anything we're taken back to the Portal login screen. 

We've had this problem for over two weeks. As a result, we can't reconcile past months bank statements, and any work that we have done has been deleted for some reason. Along with this, the EOFY is fast approaching, and we're not able to prepare for this properly. But more importantly, I can't issue any new invoices, therefore I have no money coming in. This, obviously, is a major concern - if I have no money coming in I won't be able to afford to pay my staff. 

I've called Reckon One customer service many times, as has my book keeper. Each time we've been told 'we'll call you back in an hour', which hasn't happened (except for once...but in that case I wasn't told any useful information).

I am absolutely fed up. I've been paying for a service for 6 months now that has been useless, and now my business is at risk.

Needless to say I'll be seeking a refund, not only for the subscription fees I've been paying for a useless product, but I'd also like to be reimbursed for the hours of time we've wasted on the phone. 
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Christina Remnant

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  • ANGRY

Posted 1 year ago

  • 1
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Rav, Community Manager

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Hi there Christina,

Firstly, welcome to the Reckon Community but more importantly, I'm really sorry to hear that you've had a pretty rough Reckon One experience so far.

We're certainly aware that its been a pretty rough time for some users since the new Portal release in late May. We've been working through this and while the majority of issues are fixed, there are still a couple of lingering issues that are coming up on a case by case basis. The most problematic of these at the moment is the 'looping' issue which you've alluded to above.

In regard to your specific case, I'm disappointed to hear that you haven't received a callback as promised. I can see that your case has been escalated to our Portal team for investigation already but I'll check in with the support team for an update.

Cheers
Rav
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Christina Remnant

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Thanks Rav, in the meantime, is there any way of going back to the previous version of Reckon? We've now only got 2 weeks to catch up on previous months reconciling & preparation for EOFY.  I was told two weeks ago that my case was escalated and I still haven't seen any results. I really need a resolution, one way or another, today. 
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Rav, Community Manager

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Hi Christina,

I've just heard back from our Portal team in regard to your case. The team have advised your issue should now be resolved. Can you please give it a try and let me know how you get on?

Cheers
Rav
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Christina Remnant

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Thanks Rav, I've just logged in and everything seems to be up and running properly. Appreciate your help on this. 

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