GoCardless — Local services in London

Is a young company and they learn at your expence. Lots of isues.!!! - concerned about my personal details as well

DO NOT USE ! Maibe in the future when other companies like this will arise.

NOT FOR MEEEE !!! Reply from GoCardless Ltd 19 January 2015 Thanks for the feedback! We've added this to the list of possible product improvements. Just so you know, multiple logins and roles is already a feature in GoCardless Pro. If you're interested in upgrading just give us a call. read here : Do Not Use This Company They Cancelled my account because we didnt use them enough Because we Did not use them enough they just closed our account with out warning , , they said we only want customer that suit us . Colin Bowen Owner of Gas and Electricity Engineers (external link) com Easy system but agree on improvements needed I agree with some previous comments:

It would be so much easier if you could credit the full amount charged to our clients and then show the billing to us separately - a nightmare to reconcile.

Sign up process is proving difficult - clients quite happy to sign a DDr while I'm with them but wary of clicking on an email link later. Could we not enter the details so that you are just asking them to confirm??

My bank statements don't show a ref for each client, just a number so i have to go back and check them all with the website. I really don't like how you take your fees out of the incoming payments. It makes life so difficult to reconcile in Xero with this, not to mention when you need to credit someone and you can't just credit the amount that came in. I really think this is the wrong way to bill your clients. Can you consider doing what everyone else does and send an invoice for the fees seperately and direct debit it yourselves. Yes we use Directli, still not that much easier. Please please please consider changing this. We're actually weighing up whether we stick with your system over this.

It does take a lot longer to pay out, we used to have cleared funds in our account from existing customers within 3 days of us sending the debit instruction. I don't like how you say it's 7 working days on your website, then there is a tricky 'day 0' stuck in there. Also can you have some kind of slider or something on your website showing the progress of pending payments? I never know when funds will clear into our account.

It is about 2x more expensive than Cashbacs who we were using, but a more automated system, the updates for our customers on upcoming debits are great. Bit of a hassle to get people to sign up through the link and therefore I find I'm chasing registrations a lot nowadays, but I guess that's my process to improve not yours. It would be so much easier if you could credit the full amount charged to our clients and then show the billing to us separately - a nightmare to reconcile.

Sign up process is proving difficult - clients quite happy to sign a DDr while I'm with them but wary of clicking on an email link later. Could we not enter the details so that you are just asking them to confirm??

My bank statements don't show a ref for each client, just a number so i have to go back and check them all with the website. I also agree with others that taking your fee from incoming payments is a nightmare to reconcile, especially when we have to include VAT into the equation. This is putting us off signing up more of our clients.

Possible solutions: Take an up front payment every month that you deduct your payments from, Bill us at the end of every month and take payment from us via DD, or charge us a set amount for so many...

If you're a merchant looking to implement direct debit for collecting payments from your customers, don't waste your time with this company.

I signed up with my company there and got verified (which took many weeks and was a big hassle, but I was alright with that, as they just follow legal requirements). So far, so good.

Now here come the problems: I wanted to start implementing their API (we need things like custom payment page, own confirmation e-mails, etc.) and migrating existing mandates to them. So obviously I needed to talk to a person over there, 1.) for the approval of the custom stuff, as their own help center states and 2.) for the migration of several thousand mandates. Obviously this requires talking to a real person, right?

So here comes my timeline:

I first got contacted from a sales person from the wrong country. After 10 minutes of call she found out she's not the right sales person for the company, because she's not the right one for that area. That's a bit weird, isn't it? I sent them ALL documents and it took them weeks to verify and then they're not even able to internally connect me with the correct sales person? Well, alright, mistakes can happen, we're all just humans, right? So far, so good. She said she'll connect me with the right sales person and I'll receive an e-mail soon.

I'm sure you can guess it already: Nobody ever contacted me again. I waited 2-3 weeks (we didn't plan to do the migration straight away anyway). No message, no call, nothing.

Fine, then I sent them a support ticket via their own help desk. It seems that's their preferred way to contact them, at least if you click on contact they link you to that form. I'm sure you can guess it again: Nobody ever replied to that support request.

So 1 week after submitting the contact form, I decided to call them. I talked to sales - got connected to another sales person again. He said he has to check some things, etc. and will call me back asap. I gave him my name and my number. It was afternoon time. I expected asap like the same afternoon. On that afternoon I didn't get a call back for sure. The next day? Nope, also not! I'm sure you can guess it again: I NEVER got a call back from them again.

So I decided to do a very last and final try: I sent them an e-mail. I'll make it short, because obviously the outcome is clear: Nobody replied to my e-mail once again.

And just in case anybody is wondering: We're talking about a SaaS with many thousands of customers here. Seems like they don't need customers. Support? Well, I contacted them 3 times - ticket system, phone call, e-mail. Never got any answer back.

Honestly, I just advise you to skip that company, don't do business with them and don't waste your time with them. I'm sure in total I wasted at least a whole work day with them (verifying, they required many documents, trying to contact them, reading their help desk, etc.) -...

I HAVE LOST A LOT OF MONEY!

I have been using Go-carldless for at least 2 years, and yes they did increased the price quite dramatically and I was happy to continue with them even the rip-off of the new prices been 3 times more from one month to the other, However my bigger issues has been that they did make a fatal error with one of my regular customers.

After you sent your invoice to your customer, the Customer receive a notification email each time a direct debit get processed from Go-Caldless but with the name and Logo of your company, and also with your company name has the company that is charging...

My customers are regular contracted and normally stay with me for years as we are maintenance services all year around for large properties. I made an invoice for £84.00 and sent it to my customer like I done for the past 3 years with her, but few days later my customer did received an email notification from Go-cardless in my behalf that we are processing £8400 !!

My client was very angry thinking that we have made this error or maybe done in purpose and that the error in unacceptable and that she has loss the trust in my company and cancelled all my services straight away due to this. This client has been with me for over 2 years and normally spends with me over £1000 per year at least, client always has been super happy with our work.

I contacted Go-cardless letting them know about this and why this has happened as I have checked my invoice and I didn't make an error, my invoice was £84.00, they took a long time to reply and when they did, they said that was an error on the notification display that has been shown in pences rather than pounds... (my client clearly received a notification for £8400) I copy and paste their email to my client but she insist that this is a big error and that she not longer trust our services)

I asked Go carldess for compensation, I even propose for them to not charge me the £50 monthly fees instead of a transfer if is easier, but they said that they are sorry they can't compensate, that they understand has not been my fault but that the also not understand why this has happened and that they aware this has happened before and that they think is due to BT emails.... I told them I will contact BT Them as someone need to be responsible, so they them back off and said that actually wasn't BT that was them and they would like to contact my customer to explain rather than compensate me... I said that my clients privacy is high important and that I don't think she will appreciated a company that I use contacting her to explain what I already have explain, has I forward gocardless emails.

They said that because I don't allow them to contact my client they can't compensate me as I am not collaborating!!

DO NOT USE THIS COMPANY THEY MAKE FATAL ERRORS AND NOT TAKE...