How Can I Speak With a Supervisor
I asked a concierge to escalate an issue to a supervisor but he or she wouldn't. It shouldn't be so darned hard to get a legitimate account verified yet it is. How can I speak with a supervisor?
We are a newly formed corp, registered with the NV Secretary of State (I have a certificate of good standing), with an EIN that was issued by the IRS, and a bank account. We don't have utility bills or insurance document because we have a distributed workforce and are still in the pro-operations phase. I understand Expensify needs to prevent fraud but it seems like the certificate from the state or the documents from our bank would suffice without requiring us to wait four more months until we have utility bills or another month before I have a bank statement. If a bank statement suffices, wouldn't the account opening documents provided by the bank meet that need?
I need to escalate my account verification to someone who understand Expensify's requirements and who can understand what would be considered competent evidence of our address of record. Not to hard but one concierge says I can provide any document from a list of acceptable documents and the next says only one document in that list would work, I suspect any the list would suffice. Also, there are documents more "vetted" than utility bills. So if the IRS and the NV Sec of State believe we exist, but we don't' have utility bills, shouldn't documents from either of those be just as competent for proving our address? Argh. Someone please let me know how I can speak to a supervisor. Thank you.
Answers
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@Gregarious Expensify doesn't have supervisors as we are a flat organization. Concierge is powered by our success coach team and your conversation would have been escalated to our operations team who handles bank verification. That team has the most knowledge about the requirements for validating your account. I'm sorry to hear that you are having trouble with it but Concierge really is your best option for getting this taken care of.
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I totally understand your frustration with not being able to talk to someone who isn't just giving "canned" responses. Most of the time I feel like I'm talking to a computer.
My BIGGEST complaint with Concierge is that they don't READ my question and UNDERSTAND it before they start typing out their canned responses. Expensify is more frustrating to deal with then a credit card or insurance company with a 1000+ layers to their phone system when you just want to talk to a Customer Service Rep....all I want is to talk to someone who actually KNOWS what is going on.
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Concierge is managed by Expensify's Customer Success team — it is powered by a human support team so when writing into concierge@, you already are speaking with a customer service rep.
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@Sara Jacobson But how do escalate or get a real person that is not consistently rotated around?
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This is my biggest gripe with Expensify... this is a HUGE downfall of Expensify, the Faceless, nameless people, that don't take accountability because they can't be named or seen. Its a poor way of operating customer service. Also, can't talk to the right department directly... and takes days to respond about items. They always say, we must speak to our Technical Department... how about you put me in touch with them!? How Annoying. And since they can get away with giving you CANNED responses, again there is NO accountability. They don't care if they get you an answer today or tomorrow.
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Fair enough, but do you not hold them accountable when they are rude and giving out incorrect information?
