Very frustrating experience when renewal payment is not processed

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  • Updated 4 years ago
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I hope Reckon one can offer grace period when the renewal payment is not processed successfully. My client told me his reckon one can't be used this morning as the renewal is not processed. His credit card has been stolen and cancelled after that. Unfortunately he totally forgot to update a new card to Reckon one. Then we realize this problem, we did put the new card details on it and ring the New Zealand customer service number 0800447292, the lady didn't ask me for details and transferred the phone to Singapore technical support. The staff asked me the user name and password, and I have told him the service has been blocked because of the payment issue. He let me hold the line for a while and told me nothing he can help. I am very disappointed with the customer service provided in New Zealand.

I think Reckon one should offer a grace period for the customers, it is very frustrating the service will be terminated immediately if the renewal is not processed. It causes a lot of hassles for our business when we can't use system. Alternatively, please offer us a more efficient and effective customer service team to sort out some of emergency problems.
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Rachel Zhong

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Posted 4 years ago

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Rav, Community Manager

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Hi Rachel,

Thanks for bringing this to our attention and I sincerely apologise for the frustrating experience you've had to go through, it certainly sounds less than ideal.

The customer service team set very high standards in regard to delivering a great experience pm the phone and I'm really sorry that we've let you down on this occasion. I've sent through your feedback to our NZ team so we can improve on this.

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Rachel Zhong

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Thanks for your response Rav. Reckon has emailed me to advise how to reactivate the account. Actually It is quite easy. But why the other two call center staffs didn't know about it. I still recommend Reckon should offer a grace period for those accounts can't process the renewal rather than deactivating them straightaway. Like the situation my client met yesterday, no one can provide proper advice to him, he can't quote the project price for his clients on time which might cause losses. Alternatively Reckon should think about other payment method too. Like Stuart's case, his company has no credit card and he needed to use his personal one. Actually my company and most of my client's company, they haven't got credit card, I have to use my personal one to pay and reimburse from the company account. Direct debit or auto payment would be taken into account. Thanks Rachel
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Stuart Wright

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Perhaps an alternative payment method should be utilised, like PayPal. Our not for profit group has a club account with the bank which does not enable a credit card, so instead we have to use mine to pay for Reckon. However we do have a PayPal account, integrated with Reckon One strangely enough and would much prefer to use that for online payments.
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On a side note Stuart, while supporting PayPal is a great idea as lots of people have it. Reckons pretty slow at bring new ideas online, so while you wait and wait, you might want to look at getting a prepaid credit card for the club.

You load money on to it and it can be used for things like this. Saves using your own credit card. Most can be reloaded with more funds as they get low. Auspost/Woolies/Coles all sell reloadable ones, just double check as some are visa gift cards, some are loadable ones. Cost under $10 a card, last about 2 years etc.