This review is about the customer support team specifically. The product itself is ok, although the fetch option is hopeless, for what I need it does the job. However, on to their support. So I needed to cram 6 months of accounts into a single month and ran out of credits to do this. I temporarily increased my subscription to the higher tier. My error was I forgot to immediately downgrade, which I accept. I received an invoice at 1:40am on the renewal day and on waking at 7:40am and realising my oversight, immediately downgraded to the lower tier, which is more than I need. Unfortunately, despite being only a few hours since the renewal, I was told my subscription would be downgraded next month. The higher tier is something I simply could not use, I don’t have over 250 receipts etc to import and only have 1 user, so I could not benefit from this tier. I therefore contacted “support” immediately to request assistance and a credit for the difference. What I got was a “computer says no” style response and citing of terms and conditions “I explicitly agreed too”. No hint of support at all. Just having the predicament you contacted them for in the first place, retold to you. So in effect I have been frankly PENALISED. They did not provide a renewal reminder (which isn’t a crime), but the whole experience has left an extremely bad taste in my mouth. Looking at the vast majority of negative reviews, it seems DEXT needs to seriously work on their customer service skills or just save their money and employ AI, because the responses I got dragged out over just over a week were robotic without a hint of empathy. You may think you have won £30 today DEXT, but alienating your customers is never a good move and you’ve actually just lost a monthly subscriber for many years to come. For a company that provides accounting tools, your maths is a little off it seems.**UPDATE**I am a monthly customer and therefore do not get 37 or 60 day reminders. I also pay by direct debit, which can be reversed at any point. I like how you have completely avoided the concept of a refund or credit, like there was just nothing that could be done. Unfortunately your response has just strengthened my argument. I have paid for something I cannot use (thankfully only a monthly fee), you know it, but refuse to help. Im extremely thankful I’m not trying to claim back an annual subscription.
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