We've been having unrelenting issues since the Call Center was closed down in making corrections and having the Back End team not only making corrections incorrectly but also compounding the issues, which is costing us hours of un-billable hours in chats (HOURS per day on chats that could've been handled within 30 minutes if it was a phone conversation), days of time, and very angry clients that issues are not only being resolved, but compounded. No accountability, can't speak with supervisor/manager, no email for customer service, and never ending failures by the back end team to respond. I'm sorry, but the arrangements made during this pandemic need to be vastly improved or not only are firm clients being lost, but firms themselves because we can't afford to stay in business at the rate this is happening.
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Thank you - although I was promised that someone from back end and/or manager would be calling me today to fix a major issue, I'm still waiting to hear back after another 3 1/2 hour chat this morning. I know that those of you that help are sort of "stuck" in the middle between back end and the customer, but this is getting rather ridiculous. If someone can just pick up a phone and call so we can communicate more effectively an issue that has gotten progressively worse, many things could be solved quickly and more effectively. Any help is most certainly appreciated.