| 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. |