Having to report to HMRC for Fraud
- Staff refusing to believe you spoke with Workwell despite showing them the time and duration of call as a screenshot from your phone
- online portal not fit for purpose: complaints are not answered / queries are not answered / support staff cannot see any emails sent via the portal
- for the past three months I have been sent between two-to-five payslips for one client only and one timesheet submission only per month and none of the payslips are correct
- student loan payments incorrectly deducted (HMRC and Student Loans have not received anything since they were deducted four months ago which is why I am having to escalate a complaint to HMRC for fraud)
- I was automatically charged for Workwell Plus, there was no choice so I appear to be mandated to pay for a premium service but the service is not even adequate let alone premium
- there is supposed to be a call-back service but no-one calls back - this must be a known issue because the queues are very long, expected to wait at least 1.30 / 1.40 hours if you are No.4 in the queue, longer if you are further down in the queue.
- support staff cannot help, it is always someone else's problem and that team are never around and anyway support staff cannot transfer calls, yet refuse to give out telephone numbers to get you through to that team directly
- support staff do not update the system, so when you have waited days for someone to get back to you when you ring the support team again there is no record of your previous call. You have to run through the problems again only to get the same response that they will follow-up 'tomorrow'. Tomorrow never comes.
- agencies also have problems communicating with them. I asked my agency to liaise with Workwell regarding the incorrect expense payments and they reported they were not getting the promised follow-ups and issues remain unresolved
- I am expecting them to be struck off from FSCA as being non-compliant, following on from my HMRC complaints regarding fraudulent deductions and non-payments