Verified Company
I am the managing director of a service provider, we have about 50 mutual clients with My Plan Manager.
I wish I could say kinder things, but they are just infuriating to deal with. They routinely lose invoices, or fail to pay them entirely for weeks on end, causing us to need to chase them up about it and endangering participant's crucial supports.
When we try to get customer service, it is abysmal. We email them, and get automated replies, that clearly demonstrate no one has actually read our email. They are impossible to reach on the phone, and when you do get through the customer service officers know very little.
And, to make matters worse, their online portal has been broken for months, what on earth is going on?
If we could ensure none of our clients ever use them again, we would. They take such a simple service, paying invoices, and make it as difficult as pulling teeth. I recommend participants and providers alike do their best to steer very clear of this organisation unfortunately.
UPDATE 13/10/2023
I'm going through old unpaid invoices from about three months ago, and finding multiple unpaid invoices from My Plan Manager. What's worse, we already emailed them about a month ago to remind them to pay these. Not only did they not pay them, they didn't even reply to our emails!
It seems like customer service is not a capability that they care to invest in, or even a capability that they have in it's simplest form.
To participants, there just are much better plan managers out there. You don't need to be treated poorly, other organisations will take much better care of you, avoid MPM.
UPDATE 10/12/2025:
I didn't think it was possible, but they've gotten even worse. They have robots reading invoices in their invoice inbox. They can't do it properly, so invoices are routinely missed.
And the worst part, if you try to resend the invoice and explain "hey you failed to pay this, it is months old, can you please pay it?".
Then you get the automated robot response saying "this is a duplicate invoice and we can't pay it".
There is no way I'm aware of to actually get these people to do their job. It's basically one big automated service extracting money from participants in exchange for no service from what I can tell.
UPDATE 17/12/2025
Despite their attempt to convince you with their comment below that they "addressed my concern" they didn't.
They didn't fix anything. they just sent a generic and useless email reply, fixing nothing. They still have robots rather than humans reading emails.
Again, just avoid, go to a real plan manager like Plan Partners. These guys suck.
Reply from My Plan Manager
2025.12.17
Hi Rob
Thank you for sharing your concerns with us through this frank and honest feedback.
Our clients' providers are very important to us, so we're pleased a member of our team was able to address the issues you have raised.
My Plan Manager
Thank you for sharing your concerns with us through this frank and honest feedback.
Our clients' providers are very important to us, so we're pleased a member of our team was able to address the issues you have raised.
My Plan Manager
