Thanks for your feedback JN. I have reviewed the communications my team had with you prior to subscribing and I disagree with your assessment that we promised everything and delivered nothing. That said, I never want a customer to feel they have made a mistake and I would be pleased to refund all subscription fees you have paid to date if you choose to cancel the subscription. Your comment regarding our customer service model is correct. I explain the reason we decided to provide support via email and outbound scheduled phone calls in a blog post in 2018 which can be found at - https://www.payhero.co.nz/blog/support-changes In short, our team responds to email support enquiries in less than 45 minutes on average. They have had an opportunity to investigate the problem and provide you with an informed response to your important payroll questions. If you then want further explanation via a conversation with one of the team you can book a time that suits you when we will ring you and discuss the matter further. These bookings are for 15 minute intervals but will often run longer depending on the number of scheduled bookings at that time. Kind Regards, Robert Owen CEO

Hi Jo, Thanks for your feedback. I can see from your comments that you are clearly not happy with the support you are receiving. I appreciate that you’ve been a customer for over 10 years now and continue to use PayHero to provide services to your customers. I have taken some time to review the support enquiries you have sent to our team and I would like to address a number of misrepresentations you make in your comments to provide clarity and ensure that our other customers have an accurate understanding of our practices - * My team has responded in a timely and courteous manner to your concerns. * We advised you when importing your data from Ace Payroll that the balances would not convert correctly into PayHero because you had been incorrectly paying out Holiday Pay as one-off payments. * You acknowledged that you knew the figures were wrong but asked us to import them anyway and commented that you would update them once they had been imported. * You then requested, four months later, that we update the balances. My team made it clear to you at the time that we will not access your client’s account to update leave or pay balances. That is our policy - we don’t make changes in customer accounts. * Nine months later your client’s account was temporarily suspended by our automatic billing process because we were unable to charge the credit card on record. We had made numerous attempts to contact you via email to advise of the non-payment. This is an automated process and we rely on the account holder monitoring the emails we send. * The suspended account could have been un-suspended immediately if a new credit card had been entered. * We responded to your email within one business hour which, I accept, was on the following Monday morning. Our business hours are 9-5pm Monday through Friday. * I am very aware of what my team is doing. I sit with them every day. * If you would like to talk to our team you can schedule a time that suits you, when they will call you. I accept that not everyone loves this, but we have found that most of our customers appreciate us taking the time to investigate their question and explain the answer via a screen-sharing session. * I stand by the integrity of our software. PAYE was not filed incorrectly by the software. PayHero received a successful response to the pay that was sent, we have records of that response file. That is the only information that IRD feeds back to us via the integration, so we were unable to investigate further. Our team suggested that you contact IRD to ask them to investigate what updates occurred subsequent to PayHero sending the file. I can assure you that if we make a mistake we acknowledge that we have and we move fast to rectify any issues found. While my preference would have been to discuss the issues you have with you privately, our Head of Partnerships has been unsuccessful in arranging a suitable time with you. As I have said previously, I think our support team does an amazing job answering hundreds of customer questions every day. They are polite and knowledgeable of both our software and of holidays and tax law and regulations. I stand by every response they have given. Robert Owen CEO