TillReviews of hellotill.com

Good service, but unable to help if you miss 1 payment

So I have been reading some of the responses on here from the people that weren’t “invited in” and I noticed tills response is the same to almost everyone that you agreed to this or this and this is why but it never really answered the questions. I started with till last year in July never had any issues until the community I live in decided to end contract with them. When I spoke with my office I was told I’m almost 1800 behind in rent and I’m like how. So I got my bank account statement and compared to the ledger I received and there are times where I paid hello till but it doesn’t show up on ledger and the manager in my apartments says they never received those payments, but yet they are debited from my account. I was caught up in January due to me falling behind and catching CoVid. So from February until May I have accumulated 1800 dollars of unpaid rent but in April my account was debited for $1,019.00 about 400 of that they never received but it shows on my bank statement that HelloTill took it out. When I have tried to call them (multiple times) the phone rings and then you are put on hold then comes back and says no one is available to take your call but the prompt just stated their wait time was 14 minutes but I waited almost 40 minutes before an answering service picks up and says no one is available and to leave name, number and email address. Since my account is closed I can’t even access the information anymore and I have also emailed still with no response. When I was still with them they were very on time with responding to messages but now that I’m not it’s like they could care less. I at one time may have recommended this company but after no responses and not being able to tell me where my money is they took from me but didn’t go to my rent I would never recommend them.

**Updated Edit**-3/8/22 @ 5:29pm. I had the pleasure of speaking with the Customer Excellence Team and had every concern of mine addressed as well as resolved. I appreciate the timely response and look forward to resuming my business with your company. **Initial Inquiry** I called on 3/8/22 (678-506-0269)@ approximately 12:20pm (CST) and had the unfortunate experience of being paired with an associate by the name of "Alicia". I had completed enrollment and received confirmation emails regarding the 'pending approval', and 'application approved'. Upon waiting days before reaching out to customer service and monitoring my online banking for the first scheduled payment, nothing had occurred thus rendering my rent late and accruing the fee. Speaking with Alicia, I immediately got the sense of poor telecommunication skills which prompted me to dance around her rude tone to get the proper help or response. I expressed my grievances concisely and was met with, "I can't find your information anywhere in the system. You will just have to reapply." As stated, I was already equipped with the user dashboard and login credentials with affirming emails. Seeing as I tried to take care of my personal business during my lunch break, I lost the opportunity to eat by being put on hold and met with appalling customer service. The primary reason for my response is not only for the associate, but because this company promotes safeguarding your rent for the roof over your head and turns around and loses your information that is of upmost paramount ;such as my banking information. If you had the opportunity to read this through, you more than likely read the terms of service and understand how ALOT of your information is being stored and used. My trust has been breached however, I look forward to speaking to upper management for further clarification on their systems. If user error were to blame, I would not mind providing an apology, but this needs to be reconciled in a timely manner.

The customer service experience is excellent. However, there are many issues with batches as posted to Yardi not matching the funds deposited in the bank. Also, the website moves slowly when running reports.