Salary Solutions

Access pay stole my money – Money is missing from my account there is no transaction record for the missing money. No one wants to help and they have advised it may take months to rectify if they deem it an issue. I have sent screen shots and was on a phone call. No explanation as to where the missing money has gone

Pretty awesome – This is my first lease and I am happy with it all the customer service has been great and prompt I have not had a problem with my service insurance or anything so thank you ☺️

Very good to deal with – Started off hopeless after taking over Epac 5 years ago but have really lifted their game and I now intend to lease another car from them

Fantastic and so easy – Easy to set up, easy to change and saves me so much. I also have meal card and an accomodation and venue account which is ontop of the amount allowed. Just used it for our family cruise. Love love love it. Your crazy if you don't do it.

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… Read more

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… Read more

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.

Awful – 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.

changes / claim – I wish to thank Mark Livett for his wonderful support with changing the way I salary package - he was extremely helpful engaging and sounds like he "knows his stuff". Thankyou you made a job I was avoiding so much easier. Leanne

Phone service review – We had a good response. Bronwyn was very helpful and polite and was able to assist immediately with our enquiries, and gave us prompt and accurate information as we requested.

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… Read more

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… Read more

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 don’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… Read more

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.

Terrible customer service – The customer service is really terrible. The staff are not interested in helping and just want to get off the phone. It doesn’t give you confidence in the company at all.

Incorrect FBT on Payment Summary – I got a surprise when I received my 2017/18 Tax Summary. Instead of $15,900, it was $29,997. Very incorrect. I can tell you there was no way I received that amount in the 9 months of Salary Sacrifice with EPAC/RACV.

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!!!

Even after sending all documents they don’t process that.Again and again they will say your document – No proper service.For one thing ,need to call 10 times.They will not respond to the papers or documents which we sent.

Stay away from this company! – absolutely useless. They constantly process wrong amount or put through late payments. Call centre is unhelpful and no one seems to know what they are talking about. I would not recommend this company - stay away if you can!!!

terrible – 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.

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… Read more

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,… Read more

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… Read more

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… Read more

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.

Is this company just totally incompetent or corrupt ? – Have sent numerous emails and rang countless times re salary packaging over 2 months. Just get the same response, " it's being acted upon" or something similar. Nothing happens. Now have discovered the money has been taken out my pay by pay department but hasn't appeared on my Solutions or Meals card.....where is it......have they stolen it ? … Read more

Another email and of course I get another computer generated response....And this mob charge $125 service fee!!

Hopeless – Changeover to westpac cards total disaster - multiple pins, cancelled cards, no money paid in - have to phone them every week to get packaged amount sent by employer paid into my account - says problem fixed, never is - long wait times - worst financial service I have ever had the misfortune of dealing with.

HORRIFIC – I had the misfortune of dealing with EPAC over a number of years while packaging a couple of vehicles under associate leases. During this time they managed to process EVERY expense claim incorrectly! They duplicated charges and account fees on fuel cards; cancelled and reissued fuel cards for no reason (with a fee); incorrectly processed GST;… Read more

allocated expenses inefficiently against post-tax (rather than pre-tax) contributions; and incorrectly calculated FBT liabilities when there should have been none. One year they caused my employer to reissue multiple payment summaries as EPAC's FBT calculations (apart from mine) were all incorrect. They did deduct contributions from my employer's bank account and charge me monthly administration fees on time, but it took them months to reimburse my expense claims. In hindsight I would have preferred to pay thousands of dollars in extra tax to the ATO than deal with EPAC. Effectively I had to do their job and pay for the privilege. Fortunately I am a CPA, otherwise EPAC would have unknowingly cost me far more than I was supposed to have saved. Class action anyone?

Mislead by Epac staff – Mislead by EPAC rep. on the visa card, when I asked epac staff about the issue was given misleading information again and then told it was my employers fault. They really pushed the Visa card. Would not recommend to anybody.

Never again – Arrogant staff, high interest rates, poorly managed company with no venue for appealing for decisions made junior staff. Terrible experience. Never again for sure.

Appalling management, accounting and customer service – I unfortunately had no choice other than EPAC with salary packaging as they were the only company my employer deals with. However, in the 5 years I had to deal with them, they frequently made mistakes, were slow in sorting out paperwork and generally incompetent. When I rolled over my lease to a new vehicle, it took months to organise the… Read more

paperwork. I was continuously chasing them for papers and doing all of the leg work for them with my finance company, despite the fact they they take a monthly administration fee.

After an initial correct deduction to my finance company, they then proceeded to deduct the wrong amount for the following months. I only became aware of this when the finance company contacted me advising that I was behind in payments. It took me 3 months and many phonecalls before it was finally rectified.

It was a great relief to finally get rid of them when I moved overseas 6 months ago. I terminated my account and was given my final payout a month later. My motorcharge account, which was 100% administered through EPAC was closed.

Imagine my surprise then, when a couple days ago I received an email from WEX demanding payment for an outstanding amount to Motorcharge. When I queried this, I was informed that a late voucher had arrived a couple weeks after my EPAC account was finalised so they had not paid it. Fair enough BUT why did EPAC not forward the account to me? They had my email and forwarding address. How the hell did they think I was going to know I still had outstanding payments if they didn't forward it on? Motorcharge had never dealt directly with me as everything was managed through EPAC.

I am happy to pay the amount I owe, but I will not pay late fees etc as these are due to EPACs incompetence, not my negligence. I am absolutely livid that I am being pursued by a collection agent for a debt I did not know I had incurred due entirely to the negligence and poor communication of a company that I paid for 5 years for a generally inadequate level of service.

EPACs customer service is the worst I have experienced anywhere. They are utterly incompetent and I would advise anyone to avoid them like the plague.

Terrible management, bad service – Poorly run offshoot of racv, I have just finished my agreement with them. The communication from the company is terrible with them sending generic emails with no details and expecting you to contact them to follow up anything despite them taking from your wage an admin fee. The reviews on here are very accurate. Avoid like the plague.

Counting The Days Until My Lease Ends But It Is Years Away - Never Again – 1. Expect to have to pay for services, etc. and then send paperwork for reimbursement. I've never bothered seeking reimbursement because I would rather never deal with them again...roll on 5 year lease. 2. When they stuffed up my initial application and incorrectly declared me to be a higher risk than I was, I was offered another package at a… Read more

higher rate. I pointed out there was no justifiable reason I shouldn't receive the usual rate. This then started a witch hunt over my licence details and identity. I have never been so frustrated in my life. Apparently a coloured copy of my driver's license signed as true and correct by a JP wasn't enough to prove I was me. They then needed my license details all over again and a state dec - I pointed out the details were on the copy they had. According to them, they couldn't read it. I had to fight to get the usual rate. I eventually complained. The person who replied to my email apologised and said management would contact me.. they never did and still haven't to this day. My work refuses to recommend them anymore, especially as they were taking payments for my lease from my salary before arranging for me to collect the car, and we aren't just talking a day or two here.

3. I wish I had read the other reviews on this site before I signed. Never again. BEWARE - you have been warned.

Terrible customer service, poorly managed – The concept of salary packaging is great - so if your employer offers this only through EPAC, then I would still suggest taking it. But EPAC as a company is very poorly run/managed. Don't rely on the information they provide - make sure you are aware of what you can and can't claim for ATO/tax purposes. My payments are often late, they take ages… Read more

to process changes (even when you make these through their own log-in member system), you have to follow-up on things, they make mistakes processing claims etc etc

Car packaging as well as mortgage payments – Absolutely agree with other people making comment on this incompetent company. I was in the public health system for 3 years of my 5 year novated car lease, and upon changing employers from public health to Not for profit transferred everything over. I knew there was something wrong when I was debited an astronomical amount each fortnight, about… Read more

double what I had been used to with the previous employer. when I questioned it and requested they audit my account they advised that everything was in order. When I received my 6 monthly statement I discovered I had literally thousands of dollars available to me. By the time, with a further number of phone calls they discovered there own mistake I had over $7000 in my account "available" which I was never going to use. AFter a lengthy number of conversations, I finally got my money back but had to have a refund of some of the monies - taxing me heavily which completely defeats the purpose of tax free dollars!!. Thank god my novated lease finished this year. Never again. Good luck out there, I remain hopeful that some people had a positive experience!.

Stole/withheld my funds – Salary packaged mortgage on the 12th July and it has not been paid to the bank its now the 26th.