TriNet is great but needs a few tweaks

I recently had an issue where an employee was terminated, then rehired. Upon entering payroll to pay for unpaid wages the employee was owed, the payroll seemed to go through properly. It was only after I was to finalize payroll that it was discovered this employee's hours were changed by TriNet without notifying me first. The payroll was finalized without me being able to address the issue in time. I had to contact customer service immediately. The issue was resolved, but notifying me of a change primary to this becoming an issue would have been ideal. It was stressful. We also had to pay an additional fee to make sure the employee was paid correctly

I understand that the portal platform is being enhanced, but the "contacts" section on the website is hard to find. The layout of the portal platform is not attractive and it seems like you really need to hunt for what you're looking for.

Customer service upon the first phone call is great, but once the initial problem is introduced, the individual that you spoke to through customer service will contact you again via email with a general email address. If I have to call again, I get another customer service rep who then has to track down the original rep in order to resolve the problem. Having a dedicated rep for a company used to be the norm. Now we are just handed off to anyone, then having to go through many reps just go find the original person who handled the situation in the first place. I would prefer a phone call back from the original person who worked on an issue or at least an email with their personal email address or phone extension. Again, regarding the payroll issue I had this week, I had to talk to a few different reps to make sure the issue was handled on time, and I was originally brought back to the first one I spoke with (via email). Phone calls would have been much more expedient, and TriNet seems to rely heavily on email. It felt pointless for me to continue calling because I would have had to describe the issue again to anyone that answered the call. This is very frustrating.