Have any other webmasters had issues with EPOCH?

[Daz Savage]

Epoch have a good reputation and I've never had one customer complain in all the years I've been with them... except one time when a password database got crunched and this was sorted out in double quick time.
But now their online accounting system seems to have gone tits-up and they are effectively doubling their percentage (and have been for a few months). I missed this because of the way their system displays the figures... which seems to be a mixture of Greek and bullshit, designed to fool me as much of the time as possible.
So anyone else having problems?

[paulpaul]

Epoch are solid - have you contacted them? Usually I get a reply within the hour.

[Paul L]

What percentage are you refering to? I have found Epoch excellent in the past and would highly recommend them

[Daz Savage]

Hi Paul/s
I have been with Epoch for a few years now and have always recommended them myself as reliable and efficient - especially with respect to their customer service... but for the past few months I have been continually having to contact them about an issue that they are aware of but do nothing about. They have stopped answering my emails about it and simply tell me that they know about it and will look into it when I chat with them using their instant messaging service.

Basically their accounts DOUBLE my sales, take off their percentage from this incorrect figure and then pay me the CORRECT amount minus their DOUBLED percentage!
They have known about this for months and do nothing.
The system is still fucking up the figures every week and they have made no effort to pay me back what I'm owed.

You are right, they usually respond in good time to issues but with this one - where they will have to give me some money - they are strangely unable to either stop the error from continuing and/or pay me what they have no right to take.
!furious! !furious! !furious!

[Simon]

I've never had an issue with them.
Sales are reporting correctly and their % is spot on.
Have you been dealing directly with your account manager or tried ringing them?

[Daz Savage]

Just got off the phone with them and had a bit of a row...
...until it occurred to them that I was in fact right.
All I have asked is that they get back to me by Monday with a schedule to sort this out which seems fair since they've known about it for several weeks and still nothing's been done.

My point is that if this is simply a bug in the system then it may have affected others too.

All else being equal, I like EPOCH and the staff seem friendly and open to criticism when we occasionally get on to the subject of their ridiculous admin area... but since I pointed out an issue that needs real attention they seem rather lax.

Does anyone know of any reliable alternatives to EPOCH and CCBill?