Adding my name to the list of people wrongly locked out of our management portal due to problems on Xcitium’s end. Before @nivedithab chimes in suggesting I reach out to their AR team at ar@xcitium.com I have already done so both on the 3rd of September (Ticket #39994) and again on the 9th of September (Ticket #40805) in response to an email claiming to invoice me for an amount already paid according to our portal.
We are now out of compliance with our ERP software because I cannot clear the latest update through the portal as trusted and your AR team cannot be bothered to provide a response after two weeks.
How do you justify locking a customer out of their portal without prior notice and contact so that the situation can be remedied proactively? How can you justify having an accounts receivable team that cannot be reached via phone? And failing all of that, how can you as a company justify leaving a customer waiting for a response from such a vital department for two weeks while being locked out of their portal?
I am now, hilariously, receiving emails about our contracted license term coming to an end in 30 days (as of receipt on September 15) having been without access to our portal for at least two weeks now. I will not be renewing anything while this matter remains unresolved and, at this point, would need some pretty significant convincing to even consider maintaining a relationship with a company that shows such utter and complete disregard for their customers and their business interests.