Advice with accounting issues (non-Bonterran feedback)

Going to try to revitalize this thread. 

What kind of relationship / communication do others have with their account manager?

We had a great one for over a year, where I had a standing meeting every quarter on his calendar where we could checkin and he’d advise on various situations - and then followup with things like next steps on scheduling a paid-for training or an update on our contract ahead of our budgeting process. Do others have a good routine with communication for their account manager?

I have a name for our “account manager” and our “renewal specialist” but limited to no contact with either. I’m mainly communicating through IT support tickets, or whoever in accounting gets a billing ticket assigned to them. Very curious what others’ experiences are.

If Que could handle all of these kind of things, that would truly free me up to focus on fundraising :) I’m now in my third Lenten/Easter spring fundraising cycle that has been disrupted by bad communication internally.

We migrated almost 2 years ago, and I did not realize we had an assigned account executive/manager until they reached out to me with what was mostly a marketing email about our AI usage. I’m not especially interested in Que, but was happy to discover we had one and suspect that most orgs have one assigned even if they don’t (or no longer) have explicit instructions to maintain regular contact.

​@Dalila ​@awilder.sisu 

Happy to set up a call and share some tips / lessons learned. sounds like you’re both going through a similar situation to what I’ve been navigating

We’ve been facing accounting issues for the past several months - erroneous invoices with massive overcharges. Reaching out directly to the accounting team was useless, they responded with some generic response not even acknowledging the error.  So we then reached out to general support who just redirected us to accounting support. 

We then reached out to our account manager who we sign our contact with and she directed us to our “customer success” person who hasn’t been particularly helpful either. I explained exactly where the error was 3 months ago and we’ve since met twice to go over what the problem is - as if I didn’t already explain it.

This money is literally for starving and houseless refugees yet they treat it so casually - like we can afford to go for months without the cash - WE’RE A NONPROFIT not venture capitalists. We just want our money back, but at this point we’re looking at legal options and cancelling our contract all together - which is going to end up costing just as much. 

If you or anyone has advice on how to escalate this, I’d appreciate it. 

​@patricko apologies for the back and forth and not-so-great experience with getting billing issues resolved. I will DM you directly and we will get this escalated. 

Good luck ​@patricko it can take a long time. Glad Liz is jumping in - she made all the difference in our situation. 

Here’s what I ultimately posted a couple weeks ago in the other thread about this….

For those that are still dealing with situations like this, definitely continue to advocate for yourselves - and ask Bonterra staff on these threads for help and support. 

I am thrilled that with a little internal help our billing issues were fixed. I hope that can be true for everyone else here too.