Pleo - UK Anmeldelser 225

James Da Souza dealt with my query quickly and efficiently

My experience with Sonja was great! She resolved the issue. However, I have been in touch with someone else with Pleo for over a month, trying to resolve this. I had to contact Pleo again through the chat to get movement on this.

We signed our contract with Pleo in August and were told that onboarding would be quick and straightforward, typically taking just a few business days. I followed up a week later asking about next steps, and eventually received a vague reply apologising for internal changes and promising that an onboarding manager would be in touch “ASAP.”

It has now been weeks, and no one has contacted us. There has been zero proactive communication, no clear timeline, and no accountability. This experience has left me feeling extremely frustrated and disappointed, and I have lost confidence in Pleo’s ability to deliver the professional service they advertise.

What should have been a smooth and simple onboarding process has instead been a series of delays and silence. We invested time and effort into choosing Pleo and securing internal approval to move forward, but so far, the service has fallen far below expectations.

I hope Pleo addresses these issues quickly, but based on our experience so far, I would strongly caution other businesses to manage expectations when it comes to implementation and support.

Having not used Pleo for a few months. I topped it up for an upcoming work trip only to find that Pleo took the last 3 months of fees in 1 hit. After this trip I will be cancelling this card and account as it's a rip off. There has been no correspondence to say I needed to keep topping up to cover the fees. what were they going to do? wait until it got so expensive and then chase??

Great system (when it works without a glitch)- absolutely shocking customer service.

I implemented Pleo at my company almost 2 years ago. Since then, it really has revolutionised the way we handle expenses. The system is really easy to use, the set up was smooth.

Occasionally, the system glitches- thats when you have a problem. The customer service after the implementation team let you go is next to none existent- absolutely abysmal. The tech support team don't seem capable of fixing website glitches. You can only contact them via email- you'll be lucky to get a once a week response, and when you do, they just tell you 'we have escalated the issue to necessary team'- ultimately you never hear from that team and the problem doesn't get fixed- you can escalate your problem as a complaint but only to the same email address which seems completely pointless. They have no one based in the UK to speak with. The system itself is great, but as it stands I've been waiting weeks for a problem that has prevented me from reconciling to be resolved, and I keep getting the same update that they have escalated the problem- they must have many, many senior teams handling escalations because so far this last issue I reported has been escalated about 6 times. It really ruins Pleo- they could do so much better but fail to acknowledge the feedback.

***update- as previous reviews had mentioned, the technical team at Pleo got back to me yesterday (about a problem I reported aboout 9 weeks ago) to confirm that the problem I reported had been resolved. Today, the problem has re occurred 4 times.

The bot didn't quite help but once a person was on the chat we rectified my issue quite quickly. Linking me to the correct are and then telling me how to get their in the future.

Jozef was really helpful in resolving my issue! Thanks so much :)

Useless when it comes to fraudulent activity and fake Web browsers posing to be them. I can see from looking at other reviews that other people have had the same problem, yet the company are unable to help.

I had a transaction from a taxi ride in Paris (FRA) which was credited twice to my account after the taxi driver incorrectly told me that the contactless transaction didn't go through and I had to tap it again. In the end, PLEO solved the case for me efficiently and I got reimbursed. I was especially impressed by the quick replies I got and the Fraud-Specialist Jozef Brodala did an amazing job helping me with this incident.

Jozef has been an amazing support with the issues I have experienced. He is very patients and he explained every step with a calm attitude, considering me not being very confident with using some Systems.

Shocking experience and reported to the UK Financial Ombudsman. I have been trying to cancel my subscription for over 3 weeks now and Pleo make it completely impossible. When you click close account it forces you into a live chat, the agent then tries to gather lots more info and promises a "Customer Success Manager" will follow up with you. Whilst it should not be this hard and I certainly dont want to speak to a Customer Success Manager, this step did not even happen and I am stuck in a live chat loop with empty promises. It has been over 3 weeks now since I requested to cancel and my card has since been charged again. I have raised this multiple times with Pleo but every time the same paragraph is copy and pasted to me. I have had to escalate this to a formal complaint to the UK Financial Ombudsman to try to intervene so that I can simply cancel the subscription. Quote unbelievable really.

Great Service from James the Concierge Support Specialist.

Very quick and helpful advice. Got to the root of the problem instantly and the fix happened straight away

I have been in business over 50 years and it is rare that I am impressed with customer service particularly these days when no one seems to care.

I recently took issue with the tone of an email from Pleo which I found to be a little to forthright in its tone particularly as my transgression was minor and it was the first communication from them on my error.

I fed back privately and also wrote a very negative review in Trustpilot.

I was then astonished to find my complaint was taken very seriously. I was contacted by a senior manager who apologised and said that Pleo were reviewing the wording of the standard email and I would be updated as to the result.

Sure enough a few days later I was advised that the wording had indeed been updated and improved and was far better suited to the message Pleo were trying to get across.

Pleo have demonstrated how listening to, and more importantly, addressing customer feedback can be done and done well.

This is customer service at its best. Well done Pleo & Søren Moesgaard

I was connected very quickly to James OC with no waiting time. He was knowledgeable and resolved my issue straight away.

As a company we have used Pleo for years and spent significant amounts on a monthly basis.
We have had a scamming incident recently that was fairly sophisticated. It involved logging into Pleo through a google link (top search for Pleo) eu.pleo.io which turned out to be tracking login details and allowed Scammers to access the accounts. I had spoken to somone allegedly from Pleo who had all the details on the company account, however on putting down the phone realised this was likely to be a Scam. It was 6pm on a Saturday - I tried to call Pleo (all lines closed as out of hours). Therefore followed the instructions on website and froze my cards. The company administrator also went in to freeze cards. On Sunday morning at 6am on looking at my phone, saw multiple transactions going through on my card in Mexico on Vinted. I now could not get into my account to stop them as the scammers had changed the passwords and called Pleo (phone line still closed). Could not get hold of anyone at Pleo until 10am, even though they say the phone lines open at 9am. Long story short - all blame has been placed on us the customer and they have refused to reimburse any of the £28,000 that was spent in Mexico. I admit I was scammed and stupidly shared an email but immediately realised my error - on freezing my cards thought this would be a protection - other companies would have 24 hour phone lines and fraud protection alerts that would have blocked these transactions. Pretty appalled at Pleo's response. Beware.

Response to the reply - I see they are continuing to blame the customer rather than admitting they fall far behind other companies in fraud controls. I did not actually share sensitive account information as implied here. I have already made a formal complaint. Take my advice and look at other companies who take fraud more seriously.

Gestionamos las tarjetas de la empresa y todo funciona muy bien, además el soporte que nos brindan es de 10. Estamos muy satisfechos con esta elección.

I have been unable to remove my funds from the account. I keep getting an error message every time. I have sent in 2 emails to the company and had no resolution. This has been going on for over 6 months and my balance is being eaten into by their monthly charges.