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 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.