AccessPay Pty Anmeldelser 

I was very pleased to be helped by Michael today, he sorted out my mini drama with ease and really put my mind at ease! Thanks again Michael.

Problems started when AccessPay ignored my claim form details & incorrectly paid more than $6000 of my funds to a third party's bank account. During attempts to have the issue fixed, I was told one thing on the phone and something diffrent in the follow up emails several times.

For example; when told I could only recieve my funds before the incorrect payment was reversed by having an overdraft created on my account, I expressed concern that I could be held financially liable for AccessPay's stuff up. I was told verbally (by a Team Leader, many times) that I was not being held liable for AccessPay's error. This was immediately followed by an emailed stating that I would be held financially liable if AccessPay could not recover the funds from the third party.

AccessPay advised me that the third party's bank declined to process a reversal. The bank has confirmed that they didn't even receive a request for reversal. This didn't stop AccessPay threatening to proceed with debt collection against me.

In addition, AccessPay staff told me verbally that my card account would be closed 19/09/21, then 12/09/21 via email. In reality, my card was closed off 09/09/21, resulting in a lost refund of $566 processed 10/09/21 that I now cannot recover.

AccessPay have cost me in excess of $1200 in lost funds and time trying to fix their stuff ups.

I have recommended that the ATO audit AccessPay's practices, as they are incomplete, incorrect and downright fraudulent.

Even the way expenses are processed on cards do not meet ATO guidlines (drive through coffee expenses processed on entertainment card). When this issue was raised with an AccessPay rep during a visit to my previous employer, that rep accused me of being fraudulent in front of a group of other employees. Customers have no way of controlling which expenses are taken from their Meal & Entertainment card!

The incompetence of AccessPay's staff and the false information they bandy about verges on criminal.

Tripti is highly efficient, patient and extremely information. She is a great asset to your team! I hung up the phone knowing exactly I needed to do and what my options are moving forward.

(I wish there were more people like her in Customer Service - what a different world that would be...).

Thank you so very much, Tripti! I believe you should be promoted and teach others about what genuine customer service is meant to be!

Having just got off the phone with Michael he was an absolute gem. He answered all my questions with a friendly attitude. He was most helpful!

Thanks to the team at AccessPay for their work and assistance. I was not aware of some claims I was eligible for and team contacted me to provide this information. I only had to provide the documentation they required and they have done the hard work. I also appreciate the follow up they did, ensuring I got their emails and wasn't going to miss out on the timeline for the claim. Much appreciated and really thank the team for their work, their knowledge and their great customer service!

Access Pay doesn't let you access your pay! Simple things like a change of address have left me without hundreds of dollars, even after hours and hours of phone calls and emails. They took the incorrect amount out of my pay for months and I had to fight to get it back from them.
Also, $7/fortnight in fees is exorbitant, especially when no one actually seems to be managing my account - other than ME!

Absolutely appalling customer service. Unfortunately I had no choice but to use them. They consume your account with their fees. They do not respond to emails. Be prepared to be on hold for longer than 1 hour each time you need to contact them. They seem to muck up transactions. I am sure this company only survives because there are people that have no choice through their employer to use them. No one would use them by choice. Please avoid if you can.

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.