How to lodge a complaint
Is there actually a way to lodge a formal complaint. Previous posts don't seem to have an answer. I have a major issue with a pay liabilities SGL issue that I need solved asap so that I can pay 4th quarter SGL. I called last Wednesday and got a payroll technician whom I emailed screen shots of the issue so she could excalate. Noone has called me back. I called this morning and after being on hold for 2 hours I spoke to another payroll tech. whom I explained the whole complex problem at length. Right as I finished I got cut off and she hasn't tried to call me back. (yes she had my company file details) I've then called again and was waiting on hold for nearly another 2 hours when suddenly the phone line cut off again. I didn't even get through this time. I've contacted via the online chat at least three times and keep getting told that the original agent from last Wednesday incorrectly excalated my issue and that she was the only person that I can speak to and she would have to call me. Well she hasn't and also hasn't responded to the 3 further emails that I sent her requesting that she contact me. It is appalling customer service for a product that seems to increase in price every year but has so many issues.
Hi TLS571
Sorry to hear your recent experience contacting our support teams has been unsuccessful and unsatisfactory, you can certainly lodge a complaint by going to our Contact us page and choose the 'Feedback and complaints' option.
As of the problem you are having, a quick thing to check would be the payment date of the payroll transactions recorded, as the super amounts accrued in the pay runs will appear in Pay Liabilities based on the pay run's payment date, not the pay period.
If the above isn't the cause for you, please do provide the screenshots (with sensitive information covered if any) here and as many details as possible, e.g. all the steps taken when attempting to fix it and the order of them so we can try replicating on our end as well. With more details we are happy to look into it further for you.