Cannot Cancel Account even though Expensify Made Changes Causing their System to No Longer Work
This is less of a question and more of a complaint. It isn't as though Expensify has customer care worth noting to take this to. They don't really value their customers.
When we started using Expensify in 2017, SmartScan was able to be turned off. As a company that reconciled and reported almost entirely by importing and feeding corporate credit cards, SmartScan was more of a pain than a help. It caused duplication issues and general annoyance within our team. It was not good at matching. It still isn't. We also didn't care for the Mechanical Turk outsourcing Expensify uses for the reading of more difficult receipts, while claiming it has AI.
We can no longer turn off SmartScan, which renders us unable to use Expensify. It is defaulted to be turned on, and it's causing too many problems. However, because of a toggle, a flipped switch, we're locked into a contract until May 2021! How is this legal, since they changed their program, making it no longer useable? On an account type they call Control where they are literally taking control away? When I brought this up, the response I received was, to paraphrase: "everyone else seems to like it." Why should that matter? We're not everyone else and we are angry that you did this to us.
We are now paying for a service that we can't use because of what Expensify did, and their response seems to be, "suck it up, buttercup."
I have tried to reason, I have asked that we simply be allowed to lower the number of users on this plan until the contract has ended, and they will not allow it, as the contract toggle was flipped on. So, I am to understand that they can lock in one toggle that makes the program unuseable for our company, but not allow me to turn off the contract or lower the number of users? Keep in mind, we can raise the number of users they bill us for automatically, just not lower them. It is disingenuous to call this plan Control when we have none.
This is shady business practice. I've already moved on to a company that doesn't force me to talk to a Concierge when I need help. I've already moved on to a competitor that listens and helps and I can reach out to.
Expensify is Garbage. 🤬