Constant errors and incompetence
Similar to other reviews here, I have had to regularly contact access pay to have errors resolved, which often they cant be because it's too late). They have cost me hundreds of dollars and their customer service is shocking.. ridiculous waiting times, apologies then assurances that they do not keep. I've spent at least 5 hours on phone calls 2ith rhem over the last few months trying to fix errors they've made. I never had this experience with other salary packaging providers with previous employers. Wish I had a choice to change providers!!!! Nevertheless, I have fed back my experiences to my employer in the hope they will change! Good luck to you all.
Access Pay (formerly Salary Solutions) has been atrocious
My experience with Access Pay, formerly Salary Solutions, has been abominable. They constantly make mistakes that cost me hundreds of dollars and then dealing with customer service to have the mistakes rectified is a nightmare. The wait on hold us interminable and the staff are pretty clueless. If you can avoid them, do so. If you have no choice because they are your employer’s salary packaging provider, follow every transaction closely and keep on top of the transactions. I hope your experience is better than mine.
I was unable to get through to them on the phone multiple times over a week or so because of inordinate waiting periods of muzak, so tried the website form and asked for a call (as I needed to change my packaging options). No response. Result: can't do anything. Very negative experience with them.
The worst organisation I have ever dealt with-stay clear!!!
I requested to end my novated lease in Jan 19 as I was taking unpaid maternity leave from work. 5 months later I still have not received the outstanding balance owed to me after months of follow up phone calls to find out where this money is. I was reassured 2 weeks ago (after having to make 5 phone calls in 1 day as no one knew where my money was) that the money had been 'found' and the money would be transferred to my employer for payment within 4-5 working days. After following up with my employer, guess what? Nothing has been received. This...diabolical company owes me thousands of dollars. I have a newborn son at home and do not have the time to spend hours on the phone trying to chase this up. I am on unpaid maternity leave and I'm relying on this money (MY MONEY) to pay my bills. Do not touch this company with a barge poll!! The novated lease side of things was taken over by smart leasing which created no end of problems trying to trace where the money was. Neither company seem to communicate with each other and they don't have a clue what they are doing. To make matters worse I've just been informed salary solutions have been taken over by Access Pay!!
Awful - Transition to AccessPay is a mess
Signed up under Salary Solutions which advertises the Westpac card. After being processed by Salary Solutions they transitioned over to AccessPay and NAB cards without informing customers beforehand. My card arrived after my money was taken from my pay and they have not loaded the money onto the card and have set up the first payment to my card to be after the next pay period so they are just keeping my money that they already have in the salary packaging account instead of loading it on to my card so I have no access to my own money!
They do...n’t answer their phones and don’t respond to emails. They don’t process requests in a timely manner and stuff up when they do eventually process the requests. Downright awful to their customers and even their management refuse to speak to our organisation to discuss the ongoing issues. Do not recommend this company at all.
Terrible customer service
After months of confusion with getting signed up, finally they’ve accepted my documents and ‘everything has gone through’. Only to have them start deducting money from my pay before they have even sent my documents through to Westpac. Twice I have called up to see what was going on with my card and both times have received such terrible customer service and spoken to so rudely.
Not worth the hassle.
Very average, all the reviews are right.
Pretty average service so far. Keep getting contradictory emails as well as doubling up on emails. Being asked to send documents I have already sent. Once sent being told the process is complete, only to get another email some days later to say documents required. The system or the people working there don't seem to be talking to one another or there is confusion. Haven't even got so far as to set up the service. Initial inquiry was sent Jan 18 2019 and its a month later with still no end in sight for when I might actually receive my benefits.
Terrible customer service
It is incredibly difficult to get through to an actual person when you call. It takes weeks for them to process paperwork and requests. They are incredibly slow to get an initialaccount set up. The worst salary sacrifice company I have ever dealt with. And their fees are the highest I have ever paid.
Easily the worst salary packing company I have dealt with
If you can avoid it, DO NOT use this company. 3 months into my role and I have not received my Westpac card, even after multiple emails and phone calls following up. So my packaged pay is now inaccessible until my card arrived. Westpac have no knowledge of me as a client. I've never been so frustrated or let down by an organisation in my life. A truly disastrous company Avoid avoid avoid!!!
Was locked into RACV salary solutions through my employer, but these guys are useless. Have had to chase up reimbursements and repayments numerous times after submission. They were extremely friendly and quick to respond when I wanted to set up a new account, but totally dropped off thereafter.
- Verified customer
Unprofessional And unapologetic
Have just signed up for salary packaging and already regretting it. Signed paperwork 5 weeks ago still have not received card but they have decided to process the payment. So all of my wages are on a card that I haven’t received and probably won’t receive for a week. I received no communication other than an email saying it is being “processed” 5 weeks after I sent in paperwork. When I called to ask what’s going on the person was so dismissive of my concerns. After some stern words from me I was told a manager would contact back to discuss further. The only discussion I will be having is to cancel this, not worth the stress! I stupidly rely on my wages to survive so reliability is important to me and this company is not!
Mess of a company
They are currently holding over $1000 of rent from my salary waiting for a rental agreement from my landlord, fine. Submitted it and then they take a week to "process" the form. Still they don't release the money. Then I get a series of contradictory email about the status of the form. Sometimes they say the form has been processed, sometimes not, some computer generated, some from an actual person. No more email contact after I ask to be put into contact with supervisor to give feedback about my experience - I am thus leaving my feedback here ...publicly. I call them after about 5 emails and they say it's all fixed now. I also let them know their email system was broken and the "customer service" person didn't even acknowledge my comment. Now I get another email today saying that they are still waiting on the form. Looks like I have to call them again and waste more time. Incredible.
The worst salary packaging company I have experienced
Title says it all. I've been with EPAC/RACV (interchangeable names depending on which way the wind blows it seems) for almost 2 years after being forced to use them by my employer. They are the fourth novated lease company I've had over the years and by far the worst. There's no point in paying for a fully managed car lease if its a pain the butt all the time, and having a lease with these guys is seriously painful. For example, they won't pay for insurance unless you pay yourself and seek reimbursement. They micro manage your account balance -...this results in situations such as you not having enough budget for a service, but having more than enough for new tyres, despite being on-track with your overall costs. Dealing with them reminds me of calling Telstra in the 80's. At least they haven't offshored their customer service people I guess. Cost wise, they are costing me more than my last lease company, who were a pleasure to deal with and gave me no headaches. Why would you do this to yourself? I've submitted a complaint to my employer about the lack of choice. I won't be going near EPAC/RACV when my lease is over.
Unprofessional and incompetent
As it has been said before. On a number of occasions, I have sent correspondence regarding my novated lease contract. I get an automated reply email but this has never been followed up. I updated my correspondence details sometime ago and yet my new petrol card was sent to the wrong invalid address. I believe ever since the EPAC component of RACV novated leasing has been dropped it has all gone downhill. I used to get very swift same day responses to my inquires. Now RACV has failed in the previous great customer service that used to be provided. I would ideally like to change salary packaging companies, but am uncertain if this can be done. Not a happy customer of RACV at all mostly due to lack of professional standards.
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Questions & Answers
What documentation do you require after I set it all up 4 months ago? I received a generated email telling me I would lose 50% if I don't supply valid documentation, yet you don't tell me what documentation I need to provide? You don't answer emails, your site is broken, and contacting you by phone has been impossible.
I just read through all for reviews… please, this is a real problem to those of us who try to save $$ by using you, only to receive mistake after mistake.
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