payment submission reports coming through as XLM format and pension companies not being able to open them?

Hi Tameside heating ltd Thanks for reaching out to us here on the Community. What's the case reference number relating to when you contacted us in relation to the issue that you're experiencing and we'll certainly look into this further for you? What payroll system are you using, what pension provider do you use and are you downloading the pension contribution file and then uploading it to the pension provider website or using the pension sync option?

Hi John, 

using the Quickbooks online core payroll core,  going to the (payroll tax on the menu - archived forms and filing - clicking the view button on the submission report - it automatically downloads to your computer as a XLM format as its saved, even when converting the file it to multiple formats it is unreadable (heres one of the error codes when trying to open in another format

This XML file does not appear to have any style information associated with it. The document tree is shown below..

 we send this to penfold pensions via email and they reply with we cannot open the file constantly , and the last resort has been asked if we can manually input all the data on a word spreadsheet which we do not have the hours to do, plus we shouldn't have to as we are using and paying for a accounting software to do this or meant to . 

Unfortunately i do not have a reference number to hand, however the lady on the phone advised me she would call me back the next day which still has not happened weeks after, surely a call log should be on our accounts to help assist you on when i have called.

Thanks for your help on hopefully getting this rectified   

Hi Tameside heating ltd, thanks for getting back in touch with this information. I can appreciate how time consuming the workaround would be and we'll gladly look into this further for you. 

Usually, it would be recommended to troubleshoot by converting the .xls file to a .csv if the pension provider accepts the file format.

So that we can verify your account details in order to follow up with you on the support case, please begin a chat. We look forward to hearing from you and hope to find a resolution soon.