Bank Feeds for ICICI have been broken for over 3 weeks

Bank Feeds for ICICI have been broken for over 3 weeks

We've been using Zoho for a few years and hoenstly, this is the first time that we're so disappointed in the way things are being handled by your support.

It is unfortunate that after having mailed support for over two weeks now, the bank feeds for ICICI Corporate Care still remain broken. Each time we contact support, we're first told that the issue has been resolved and that we should try again. When it repeatedly fails, the issue is acknowledged and we're assured that it has been escalated to be fixed. Yet, after us proactively following up, we don't hear back from support and when we do, we get the same response - try refreshing now.

It is extremely surprising how such a lax attitude can be in place when you are positioning yourselves as a product that caters to the entirety of the accounting needs with banking feeds being a USP of your offering.

For an otherwise great product, your inability to comprehend the urgency of such an outage is honestly very surprising and clearly puts forward a message that you are not very concerned about the issues being faced by your customers. In such a critical breakdown that greatly limits the use of your product, your support team should give it the utmost importance instead of waiting it out and pushing it under the rug. 

I can understand to a limited extent that you are dependant on a third party for your bank feed integrations but if you are unable to escalate this with them and resolve it in record time, their is either a problem at your end or you need to consider an alternate provider. To the customer, it is an issue with Zoho and we're paying Zoho, not a third party so the gripe will always be with you, not your vendors. Regardless, the complete lack of clear communication and empathy towards the issue leaves a bitter taste.

We need a clear idea as to when this issue will be resolved. As you can imagine, having put our trust in you for our accounting needs, we have also been locked in a loop where our accounting cannot function without your product functioning. 

Save the day Zoho and come up with a swift resolution. It would be unfortunate for us to shift providers because you are unable to handle this with the importance it clearly deserves.
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