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Integration issues and duplicate check errors
Integration continues to be a key concern. Randomly, checks initiated from the HRMS are flagged as duplicate, even when they are being initiated for the first time. This leads to unnecessary panic around “BGV initiation failed.”
Despite raising this issue multiple times with a clear and simple problem statement, we are required to repeatedly explain the same concern, as the support team often does not fully understand the issue. Responses appear to be aimed at closing tickets rather than resolving the root cause.
Checks marked insufficient despite approvals
Even after providing the so-called “blanket approval,” checks continue to be marked as insufficient and closed, without consistent reasoning or clarity.
Excessive back-and-forth and broken closure loop
There is an unreasonable amount of effort required from our end to repeatedly explain the same problem. Employees assume that once documents are submitted, the loop is closed; however, checks are still graded as insufficient.
When we reach out to employees, they state that the matter was already closed with the SV team, leaving HR to manage confusion, rework, and follow-ups.
Rework, cost impact, and operational drain
Re-collecting documents is time-consuming, and re-initiating checks leads to additional costs for issues that are not caused by us. Day by day, this is becoming mentally draining for the individual managing BGV, to the point where there is growing reluctance within the team to take up this responsibility.
Escalation experience and defensive responses
When we reach out to the CSM or follow the escalation matrix, the response often turns defensive, with feedback such as “we are doing the same for other clients and accommodating all your requests.” This does not help identify where the actual gap lies and makes constructive resolution difficult.
What is particularly disappointing is that, in most cases, the relevant stakeholders are not looped in proactively and become aware of the issue only when we explicitly add them to the thread. This lack of visibility further delays resolution and adds to the friction.
Overall, the experience has reached a point where the platform is adding complexity instead of solving for BGV verification, which was the primary reason we signed up. Review collected by and hosted on G2.com.
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