PTP WAIT TIMES

PTP WAIT TIMES

Didn't find your answer?

Well certainly wishing I had not renewed my software with PTP.

Need to check how their software was dealing with Marriage allowance transfer(my client is receiving it).

Their portal says the following - but does go on to say you might wait over 30 mins

Average Call Wait Time   (16:00 - 16:30) : 3m 17s

they use to tell you how long you were going to wait on each helpline- i.e accounts - tax etc

When you start the call it says average wait time is 25 mins. After 25 mins it then said the wait time from here is 25 mins - I eventually got an answer after 50 mins. Only to find they dont actually know how it is being dealt with on their system.

Why can we not have accurate wait times by product - oh yes forgot - its really Iris - they don't even know what product you are ringing about when they do answer - ie. PTP - Drumond etc.

My advice to anyone out there - don't bother with PTP - I stuck with them to avoid the need to transfer all my data across - well I could have transferred a lot of data in the 50 mins I was on hold.

We ditched Iris paymaster last year - due to cost and low support levels.

I have been with PTP since 2004 but this will be the last year

Replies (7)

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By medwards1
20th Apr 2016 17:13

Reason given on the IRIS helpline for the high volume and wait times - 'due to spring release'.

Is that not just an admission that the release was inadequately tested - as per usual!

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By gnanam08
20th Apr 2016 19:41

i waited 24 min for a CT query but no luck, worse than HMRC

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By barbaracordner
21st Apr 2016 09:14

PTP definitely seems to be falling down

I agree, used to be impressed with PTP and service.

I wanted to phone as their request for information from last year was picking up information that the client never had!!

 

And an error in the in year calc for 2016-17 which gives a higher rate taxpayer a £1000 savings allowance...

 

Plus trying to find out initally how to deal with marriage allowance and class 2 -  now the people you speak to initally are just message takers with no technical knowledge..

 

AND YES the wait time - over an hour yesterday so I gave up.

 

We are certainly looking at a new product,  but a struggling to find one at the right level?  have looked at Absolute, which seems good tax wise, but the other aspects eg the accounting aspects appear a little basic.  But next step up is DIGITA/IRIS etc which we do not want.

 

Any ideas??? 

 

 

 

 

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Replying to jonharris999:
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By sally1964
21st Apr 2016 13:04

And an error in the in year calc for 2016-17 which gives a higher rate taxpayer a £1000 savings allowance...

Not hit that problem yet - will keep an eye out for it.

I did look at absloute - a few years ago - but you had to put bank interest in as once figure etc - you could not enter individual amounts - so I gave up on that.

Was looking at Keytime - but as they are now part of Iris then support will be just as bad.

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By ShirleyM
21st Apr 2016 09:21

I'm glad I'm with Taxfiler

I haven't done many 2015-16 returns so far, but no problems experienced with any of them so never needed to contact support at all.

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By vince8
21st Apr 2016 10:08

Class 2

Maybe its to do with Class 2 nic? No clue as to what to do until you hit the tax computation.

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By sally1964
21st Apr 2016 14:58

taxfiler

Taxfiler - looks good - do they have a telephone number for support?

 

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