Complaints

We take all feedback very seriously.  Dealing with complaints in a quick and professional manner is of utmost importance to us.

Most important is to ensure that the actual query gets resolved.

30 Comments

Filed under Complaints

30 responses to “Complaints

  1. Is the new online Payroll not more expensive than the current version?

    • The online payroll is cheaper for small employee brackets. When you get to 10 employees the desktop and online pricing is more or less the same.

  2. Marc

    The tax tables used on the online mycheck payroll seem to be very outdated.
    May you please check this and ensure that the correct tax tables are being referenced. I specifically checked the salary point of R617001 just for completeness🙂 and the tax amounts computed seem quite wrong.

    • Maritsa

      Dear Marc

      I just tested this on my side and it worked out correctly. I have emailed you to get the passwords so that I can check this for you.

  3. Inge

    Good day!

    Please assist! I can only “view” my Pastel payroll companies. The error mesage states: New Legislative updates needed”. I need to start with my new wages. Before I can rol-over, I still need to enter tax nr’s for e-filing submission.

    I also saw that I am currently on Update 2 g?!

    I’ve sent e-mails, phoned. No help.

    Regards,
    Inge

    • Madelein van der Watt

      Hi Inge

      There are a few scenarios that might be applicable.

      1. If you are able to access your company data but cannot access the Process, Edit or Setup menu and only have access to the View menu, your current registration has expired. Please check your Pastel Payroll expiry date as displayed in Help…About. If the expiry date is a past date, please visit http://www.pastelpayroll.co.za to renew and obtain a new registration code online, alternatively contact our Renewals and Registrations department on +27 11 304 4470
      2. If you are accessing your March 2013 data and received a message that you need to install the Legislative Upgrade for 2013-2014, you should still be able to continue processing. Pastel Payroll will allow you to continue processing on the previous years’ tax rates until the May 2013 pay period.

      If none of the above scenarios apply to your situation, please let me know by commenting here again or email support@pastelpayroll.co.za

      Regards

      Madelein

  4. Inge

    Hi Madelein,

    We already paid, and already registered our new package again.

    After registration, all our companies were “missing” – I had to add them (import) them again. This was not the case previous year?

    Before we registered we updated to 2g?

    We can only view 2012/2013 data. I haven’t pay period update/ copy company yet. I also can’t “select” legislative update in the drop down menu-“file”.

    Would you be able to contact me please? 012 653 5215.

    Thanks!

    “ABOUT” setup:

    Serial Number J1BBU014095
    Registered To DLR Construction (Pty) Ltd
    Customer Account P-22350
    Server Name INGE-PC
    Product Code MXSTS-SKXSV-KXMJV-JRSSV-VKZRV-VVMVM-VRVVV-V
    Authorisation Code KVVPJ-WXVK
    Expiry Date 2014/03/31
    Days Left 389
    Users 1
    Per Employee Billing 500
    Country South Africa
    Current User ID User 0
    Type of User Supervisor
    Pervasive Pervasive Engine Workgroup (V8)

    Modules
    Base
    Reporting
    Batch E-mailing
    NetCash

    • thinusjvr

      Afternoon Inge.
      Thank you for supplying us with your contact details.
      As discussed earlier, the corresponding country files are needed to open a company within that tax year.
      We’ve updated your tax files and the company can now be used in the 2012/2013 tax year without reverting to view only mode.

      Please let us know if you need any other assistance.

      Regards,
      Thinus.

  5. Dinisha

    Hi

    I have been holding on for a consulant at the call centre for over half an hour.
    How do I add on a code to my deductions on paste payroll, the F6 button is greyed out

    Regards
    Dinisha

  6. Madelein van der Watt

    Hi Dinisha

    Please go to Setup…Transactions and click on the New icon on the left hand side of the top toolbar to create a new transaction code.

    Regards

    Madelein

  7. Inge

    Good day,

    I’ve updated to the new update. However now when I opened Pastel, again I cannot view anything everything is greyed out.

    When I try to open a company – there is no companies – not even demo. I am also unable to add any companies.

    Please assist urgently. Wages needs to be done today.

    Regards
    Inge

  8. Inge

    Don’t worry, I reinstalled everything. Did the update again, re-registered.

    Hope this is fine? Everything still seems the same. Will let you know if there are any problems.

    Regards,
    Inge

  9. Madelein van der Watt

    Hi Inge

    A consultant will have to investigate your specific problem as it sounds as if your Payroll registration files are missing or blank for some reason. I have given our Support Team your email address and someone will be in contact with you shortly.

    Regards

    Madelein

  10. Martha de Waal

    Hi Madelein
    Employee received Company Car + Garage Card (Clients sites is his place of work) Travel from home to these sites, daily. No Travel Allowance. How do I captured this in the Payroll. I do get different answers from the Call Centre Consultants as well as SARS Consultants. Thks

    • Madelein van der Watt

      Hi Martha

      There are a few things that must be clarified first:
      Is the garage card used exclusively for the company car or does the employee use the card for private vehicles as well?
      Is the garage card used for fuel only or is it used for paying of maintenance on the vehicle as well?

      I would rather have one of our technical consultants contact you to obtain as much detail as possible before suggesting a solution.

      Regards

      Madelein

  11. Masana Joel

    I need to know that bcos I work for other company of security an onething that hurting me is the company doesn’t pay nightshift of sunday one an half he pay only R5,00 for night allowance.

  12. Kas Viljoen

    What I want to know is a company allowed to pay their employees only R60 day

    • Madelein van der Watt

      Hi Kas

      Certain industries are subject to minimum wages that are signed into law, usually on an annual basis. If you do work in a sector that is governed by a bargaining council, you may contact them to enquire about minimum wage rates for your industry. Alternatively, visit your nearest Department of Labour office to enquire about minimum wages.

      Regards

      Madelein

  13. HILDA

    AT 9 O’CLOCK I CALLED THE HELPLINE (XOLI – 086 112 6837) TO ASSIST ME WITH THE REGISTRATION OF MY SOFTWARE. THE OPERATOR WAS UNABLE TO ASSIST ME AND I WAS TOLD I HAD TO REGISTER MY ENTITY AS ANYTHING ELSE AVAILABLE ON THE DROPDOWN LIST. I REFUSED AND I HAD TO HOLD ON. TEN MINUTES LATER SHE WAS STILL TRYING TO FIND SOMEONE TO ASSIST ME. I REQUESTED TO SPEAK TO HER MANAGERS AND SHE SAID Moxine or Josephine will call me. NOBODY RETURNED MY CALLS AND I AM UNABLE TO UTILISE A PRODUCT I HAVE ALREADY PAID FOR!!
    WHAT A DISSAPPOINTMENT – PASTEL – I WILL NEVER PURCHASE / INVEST IN YOUR PRODUCT AGAIN

    • Madelein van der Watt

      Hi Hilda

      I sent you an email requesting your contact details so I can assist you further.

      Regards

      Madelein

    • Madelein van der Watt

      Hi Hilda

      I have established in the meantime that your query is specific to Pastel Accounting therefore I have also passed your post onto the Call Centre Manager for assistance

      Regards

      Madelein

  14. Andrew Brown

    Good day! When I open Pastel Payroll I cannot see my companies. When I click on the top menu and click open I can see all the files, but cannot access it. How can I fix this? Thank you

  15. Will we still be paid doubletime for public holidays with the new 2015 increase

  16. ConcernedJJ

    We belong to the freight bargaining council but our boss has never paid into it, how do we go about logging a complaint?

  17. Priscilla

    please help was creating a new employee on pastel employee masterfile but when I save it gives me a run time erro message. But when I go back to re create it says job coce entered already exist. So how can I edit or delete that job code and re process the employee?

  18. Samuel

    “please note that pastel payroll software has expired and will revert to view mode”.. what does this mean?????

    • Madelein Taljaard (van der Watt)

      Hi Samuel

      It means that your software registration has not been renewed. I will get someone to contact you and assist

      • Twapewa victor

        Hi . I like your comments that you give, it really helps 👍. I would like to ask something that i’m
        Struggling with . I would like to update my current periods bt i couldn’t get through the option of “pay period update”. I don’t know now if its my payroll run that i ddn’t do correctly or what because i even have prossed all my employees payslips

      • Madelein Taljaard (van der Watt)

        Hi Victor

        I have asked our support department to contact you and assist.

        It could be happening because some employees are not processed due to Payroll Run exceptions or maybe you have not installed the latest upgrade yet. I am sure they will be able to investigate and sort out your problem.

        Madelein

Leave a Reply

Fill in your details below or click an icon to log in:

WordPress.com Logo

You are commenting using your WordPress.com account. Log Out / Change )

Twitter picture

You are commenting using your Twitter account. Log Out / Change )

Facebook photo

You are commenting using your Facebook account. Log Out / Change )

Google+ photo

You are commenting using your Google+ account. Log Out / Change )

Connecting to %s