No notice on renewal No notice on renewal, software unused for quite some time and no comms with us that would have highlighted their existence. Stuck belligerently to their 30 day notice period meaning we're stuck paying for a product that we cannot use. Shoddy practices from a company that I would never consider in the future.

Wait time on hold on the phone is… Wait time on hold on the phone is always in excess of 45 minutes. Even when the initial message says it will be less than one minute. And they are slow to sort issues.

Inappropriate billing practices We used Goto for a number of years in the 2010s, but cancelled about 5 years ago. Just found out they have continued to charge us every year for five years for two licenses they should not have (2019, 2020, 2021, 2022, 2023). They only charge once per year and never sent an email notifying us that there was an upcoming charge or a notification that they had charged us ever in the last 5 years. They confirmed that don't tell you. They refunded the charge for a couple days earlier on one license but refused to refund or even cancel the other. Both were charged to the same credit card. They confirmed neither account had been used in so many years (they only track a couple years) that they don't even know when they was used last. They refused to cancel or refund one because the email address used was for a domain that has not existed since 2019 so we cannot access it to "verify" even through it is the same credit card. We also requested past years be refunded and they refused. I notified them we had cancelled almost 5 years earlier and they said they don't keep records that far back so we were out of luck. They should refund the other charge from this month in the same credit card and refund past years for which. They should also refund charges from 2019-2022 that they tried to sneak past us without notifying us they were charging us.

Should get zero stars If I could give them zero stars I would, as they don't even deserve one. Total lack of responsiveness from the accounts department. I have been waiting for a credit note for months. Neither being polite or more forceful makes a difference. They just don't bother. Avoid.

Avoid them Horrendous support experience when something goes wrong, with long wait times and copy-pasted responses that don't address what you've raised. Poor functionality on the product, multiple different offerings and consolidation happening but no market leading remote support offerings. Avoid them, use a competitor.