No response - Two service Requests

Question

Hi, I was wondering if there is another way to approach Customer Support.&nbsp; I have submitted two service requests concerning overcharging - payroll but as yet the requests have not been seen, they still show the status of new.&nbsp; 1st request 3rd August, a note, an automated response saying the request will be viewed 2-5 days. Nothing.&nbsp; I again requested a response (to the original request) on the 15th August, the requests still sit with the status "new".&nbsp; What is the timeframe to answer service requests?&nbsp; Thank You for your help&nbsp; &nbsp;&nbsp;

princess_r · Answer

Hi GJG,&nbsp;
&nbsp;
It must be frustrating waiting this long for an update, particularly after lodging two more support tickets. Our usual response time for email support requests is around 3–5 business days. At the moment, the team is working through a higher-than-usual volume of requests and a backlog, so response times are taking longer than usual.
&nbsp;
I’ve followed up with our Billing team about your case and asked them to review the payroll overcharging issue. They’ll get in touch once they’re able to pick it up. In the meantime, this article explains how payroll limits and fees work, including how payroll usage can affect your monthly bill
&nbsp;
Cheers,
Princess

gjg · Answer

Thank You Princess_R.&nbsp; The article was very helpful and has confirmed what I knew, that we have been overcharged.&nbsp; The first request has now changed status to "in Progress". Fingers crossed it will be solved soon.&nbsp; Again, Thank You.&nbsp;&nbsp;

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No response - Two service Requests

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