What do I have to do to get a response to anything? Absolutely dire comms. I understand this is a budget service for small businesses but I've been waiting 9 business days and counting for a simple response to a question. I've been a customer since 2022. The first year things were good but when my accountant left, things went downhill and continued to do so. The only way I can get anything done is by making a complaint and involving the Customer Service team. I've also been given misinformation about processes and fees which caused me issues.When I finally get to speak to someone to discuss the problems, they're always lovely but it shouldn't be this hard.I'm currently trying to close the business and go self-employed, partly due to my terrible experience using accounting services. These are charged in addition to the hundreds I've already paid monthly and even then, no response. They're nice people when you can actually get assistance but this is one of the worst experiences I've had in terms of customer service and communication.
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