to be really upset at being treated like this by a company??

[reallyquiteshocked]

I've just been 'sacked' as a customer by a company. And I really genuinely don't believe I deserve it.

I have 2 dcs and I recently went back to work after dd1, this time partially using a nanny, simply because my husband is now a student and it works out a bit easier with no difference in cost for 2. I've never had a nanny before so am starting to get my head around the whole payroll, tax thing.
A friend recommended Nannywage plc who were lovely on the phone, very patiently explaining the different options we had to pay the nanny who will only be working part time in term time.

However my first payslip came with an amount less than I expected on it. I paid the nanny the (higher) amount I thought it should have been and emailed Nannywage to query it. I am genuinely upset by the sort of language they've used. I was really just trying to work out why it was that amount, and was happy to be told my calculations were wrong. This was only yesterday and today I received this mail saying they were dumping me and that I disrespected their staff! I have been polite and courteous throughout and really did not think my emails came across like that. I could paste them here.
The thing is I actually think their calculations are still wrong but I don't even have an opportunity to correct them now!

I see their logic and I see why you're querying it but I think their reaction was disproportionate. You were right to query it as my first thought was they'd miscalculated/you'd miscalculated the tax code as you agreed a net wage.

Perhaps your third email was a little brusque but they have no reason to dump you like that. You're better off going to a company who do things your way.

And getting a gross salary in place as nick suggested!

Thanks all for your replies on this one. I'll move on, older and wiser. For anyone thinking of using Nannywage Ltd just be aware. Best not have any queries and if you do, definitely don't email them more than twice! [hshock]

Wish I saw your email before I signed up with nannywage... They just 'sacked' me too!

I also asked a question more than once and made a cheeky comment saying I felt the layout of their welcome material was difficult to digest. (Which frankly is!)

Sure it was the same person as they had quite a defensive tone in their email. Asking what am 'I driving at' when I asked about reporting sick pay.

Another friend has also had problems with them so I would not recommend them to anyone!

If they were working off of a P45 then their calculations would not be wrong because the tax has to be calculated on year to date totals, you would not have those figures to hand if you were working on weekly tables.

You stated she earns £460 a month, they are correct in assuming that she never worked a full month to start with but in fact only worked three weeks.

She started 7th October so is not due a months wages, only 3 weeks which is what she would have worked.

Reading through it all, I can understand why you would be perplexed, their tone is off in their second response, it's as if they are offended that you have dared to question them. It all sounds very needlessly defensive on their part. It's all very odd, and abysmal CS. I to would be peeked if I had been 'sacked' by them...however as they seem to have this stance towards their customers, I'm sure that you would rather give your custom to another company.

The actual facts of whose calculations are right/wrong academic, however their attitude towards their customer is unacceptable, not really sure what else you can do though TBH as I think that you may be banging your head against a brick-wall.

I have just been sacked by nannywageltd.co.uk too. Although to be honest I think I have had a lucky escape.

I was a new customer and hadn't been receiving the payroll information via the post and emailed them. They suggested I take it up with the local post office.

Choice comments from the trail are:

On my comments that I haven't received the payroll again

We would strongly recommend that you consult with your local delivery office over the failure of their delivery services as not only are you not receiving our correspondence but one must wonder what other important correspondence has not been delivered to you

On my suggesting that they could email the payslips to prevent delivery issues

Of course we have e-mail scan facilities, not sure what type of company you think we are, we handle the payroll for thousands of clients you are the only one with regular delivery issues

On my suggesting that the issue could be the postcode not appearing clearly

Any way enough of this rubbish, you keep on about never receiving our payroll and now again and are wasting your and our time with your amateurish reason why you are not receiving our payroll

I agree with the comments above - over defensive, terrible email tone and ultimately sloppy service. Glad to have been sacked. Should have done more research before I engaged them!

elcap i'm genuinely shocked at the third bit "Any way enough of this rubbish, you keep on about never receiving our payroll and now again and are wasting your and our time with your amateurish reason why you are not receiving our payroll"

did they honestly send that in a professional capacity?!!!

Just clicked on this thread out of interest, I don't employ a nanny but what a bizarre company they appear to be.

Sorry to laugh at your stories of poor customer service but it sounds like they deserve some kind of award for customer relations - a Raspberry perhaps ?

@ scarletbegonia
I know its quite good comedy value!

I would post the entire email chain but its too long. "Roger" in Online Support "Martin" in Payroll processing and "nanny ltd" all emailed me separately within 5 mins between 6-7 this morning with various rants.

I think its actually just one person and by reading the emails they are about to combust. Customer Service not high on the list apparently. Not really the hassle free service I thought I was signing up for - might inspire me to tackle paye for myself though.

I am also laughing at this company!! Bit like Faulty Towers of the nanny payroll industry!

Is it this company www.nannywageltd.co.uk/contact.htm ?

If so I wouldn't trust them to run my payroll - £100 + vat hasn't been £115 since 31st December 2009.

If that's how up to date they are on tax legislation I'd very very worried indeed.

OMG just read all of this.

I soooo hope they email MN with a response.

Three mums have now been "sacked" by them! Sounds like whoever is sending those emails is on the verge of a breakdown!

@ scarletbegonia

yes its www.nannywageltd.co.uk. Good spot the sums don't add up!

I read your thread with interest and wanted to throw in my tuppence worth!

We were not sacked by nannywage, however have had very negative experiences (from Oct 2010).

From the start of our service with nannywage, we experienced disappointing care and non-existent customer service. We have a nannyshare and were attracted to using nannywage for the free contract they offer as part of their fee. What resulted was repeated and often rude/aggressive email and telephone correspondence from them (similar to the tone demonstrated earlier). More recently we transferred to another company and nannywage refused to provide the final payslip within the time frame of our annual contract or indeed inform us of the amount we need to pay the inland revenue within the next few days. I understand from our nannyshare partners that there may even have been issues with the tax calculations they made. In my final conversation with them today, they hung up on me...a perfect example of their idea of customer service!

I only hope that others don't get caught up with this company. There are so many companies offering a similar service and I find it hard to believe any could be as bad as this!

My employer has just had the same problem with the company. There was a misunderstanding with the pay and when he tried to speak to Nannywage, they were nothing but rude and made offensive comments!

Other members of their 'help desk' were overheard to say 'just hang up on them' and they also cancelled my employers contract when he was nothing but polite. I have just researched online for the companys review and it seems other people have experienced the same problem. So you are not alone, and it seems to be their company policy to take your money and be rude and provide a very poor customer service afterwards! Surely something must be done about the way they are acting? as this is just not proffesional, let along acceptable!

wow! How can any company run when they treat their paying clients in such a terrible way!

I think they come across a bit snippy. You are perfectly polite so don't worry! BOOO to them!

elcap's experience shows that they seem to be going downhill rapidly. They appear to be absolutel clueless about how to deal with custmers. They are Ryanair of payslip services!

Dude they've explained why they think you're wrong: as you haven't taken off the part of the month she didn't work. You're trying to pay her for a full month that she only worked part of. I get that you haven't been rude to them, but tbh both of you seem to have problems with explaining yourselves so I think they're right that it's pretty much doomed if you can't pick out the info from their email and they can't explain it in a way that makes it easy enough for you to understand.

im reading the other posts now from people who have also dealt with this company wibbly.....

this wasnt a one off by the look of it.

Of course it matters when she started in October, monthly pay is worked from 1st to the end of the month, always has been. So theoreticaly she had not worked a full month when she first got paid.

Jesus I already posted how old is this thread.

Very...

some one bumped it but with relevance as it was about the same company