[x0x0]

100 percent.

Gusto manages (well, let's be honest, bedshits) benefits for my employer.

Gusto has gotten the money from my employer (and fyi, I'm a founder, so I'm very certain because I see the payroll pulls). We use a Gusto benefits card; I was getting refunds because the benefits card didn't work for my parking provider.

[rdgthree]

Well to be fair to them, I think their benefits card provider is a white labeled product from the neolithic era.[0]

Normally I'd say no excuses, but it seems like this was a regulatory necessity if they wanted to provide benefits cards at all. I'm a founder as well, so I can understand the need to provide a significant feature in the short term, even if it sucks a bit.

Being a founder (especially in compliance) I think you could be a bit more forgiving on your stance. A bad experience with a third party benefits card sucks, but saying they "completely fucked you over" feels fairly extreme - especially if your payroll has otherwise been running smooth.

[0]https://www.alegeus.com/demo/wealthcare-administration

[x0x0]

So, the thing is, it's not a compliance problem. I also understand mistakes happen. Let's recap:

gusto

0 - stole a couple hundred dollars, and didn't notice at all (and for clarity, this was post reimbursement approval via their whitelabeled partner);

1 - ignored 4 support emails, one per day, for a week;

2 - blew off my first phone call, at the beginning of week 2 attempting to get this fixed;

3 - lied on my second, impolite phone call, about when they would follow up with me

4 - took another couple days with no status updates to acknowledge what happened and tell me what they would do.

The above is why I'm doing close to pulling rank and firing Gusto. None of the above is how a competent company treats a customer.

Bluntly, if a CSM at my company did that, either the CSM or his or her manager would be terminated. We can screw up, but we do not blow off customers, commit to following up and then fail to do so, or fail to take ownership over mistakes and at bare minimum communicate with customers.