Please note that any information inside Wagepoint is entered by the user. We are simply providing the software and the services to make the payments/ filing based on the input from the user.Additionally, per the [redacted], it is the employer's responsibility to verify the frequency / remittance schedule...
using the lookback period data: [redacted]Our onboarding specialist had gone over the account setup and verified that necessary information was populated, but did not speak to whether or not the frequency / tax settings selected were correct or applicable to the client’s company. Wagepoint does not and cannot advise the client on matters related to compliance since we cannot say for certain which frequency applies to the client and their business. We have no way of knowing whether the information entered by a client is correct, and it is the employer’s responsibility to verify their payment schedules with the [redacted], state and local tax agencies.Additionally, the client claims that Wagepoint should somehow know what was processed in the lookback period. If the client has not processed payroll with Wagepoint, we have no way of knowing prior payroll information. July 6, 2017 - Client is made aware by the [redacted] that a Schedule B form has not been filed, which is required for semi-weekly filers. July 7, 2017 - Wagepoint customer support agent notifies the client that she has set up her company as a monthly filer, which is why taxes are being filed by the 15th of the following month. Wagepoint customer support agent recommends that client confirm filing status with the [redacted] and notify us as soon as possible so that the filing status can be updated from monthly to semi-weekly. August 8, 2017 - Client is notified by the [redacted] about penalty owing for not filing taxes on a semi-weekly schedule. Client again indicates that she is unaware of her requirement to file taxes on a semi-weekly schedule, even though this was referenced in email conversation from July 2017. August 8, 2017 - Wagepoint customer support agent changes filing status to semi-weekly filer for all payrolls moving forward. See screenshot below.September 7, 2017 - In response to a follow up by the client, Wagepoint customer support agent confirmed that their 8/25 payroll was filed/remitted to the [redacted] and settled on 8/30.January 4, 2018 - Client makes reference to the penalty above being caused by Wagepoint again even though it had been explained on multiple occasions that this is a result of the client’s oversight. This is clearly a case of a user-generated error for which the client does not want to take responsibility. While we certainly empathize with the client, we cannot take any responsibilities for the penalties assessed by th[redacted]. As such, Wagepoint will not pay the fines incurred by the client. To address the employer’s complaints about past payroll errors - We reviewed past tickets and there seems to be a pattern of confusion on the client’s end with regards to their payroll and a general attitude to deflect blame to Wagepoint. For instance, she claims that she processed a payroll for a pay date in December 20, but our logs had shown that the payroll was never submitted. There were no system errors that should have affected her payroll processing, yet the client seemed adamant to blame Wagepoint. She attempted to run her December payroll in January and was confused by the calculations. We explained that the reason she was seeing tax rates varying is because they had all reset for 2018. Additional taxes such as **I and [redacted] that would have maxed out in December were being included because she was processing the payroll in January. This required manual intervention on our part to get the December payroll processed and filed for year-end purposes. That said, we believe that we can turn this relationship into a positive one for the client and ourselves by investing in training so that she better understands how to use our payroll software.Solution: Wagepoint to assign a payroll specialist to train the client at no cost (2 - 3 hours over web conference or phone + screen share) to cover all aspects of the app in detail so that the client can process her payroll with more confidence moving forward. If this is a suitable resolution for the client, please let us know and we can reach out to the client to set up this training session at her earliest convenience. For any questions or additional information, please feel free to reach out to me directly.Regards,S[redacted]
[redacted]
Please note that any information inside Wagepoint is entered by the user. We are simply providing the software and the services to make the payments/ filing based on the input from the user.Additionally, per the [redacted], it is the employer's responsibility to verify the frequency / remittance schedule...
using the lookback period data: [redacted]Our onboarding specialist had gone over the account setup and verified that necessary information was populated, but did not speak to whether or not the frequency / tax settings selected were correct or applicable to the client’s company. Wagepoint does not and cannot advise the client on matters related to compliance since we cannot say for certain which frequency applies to the client and their business. We have no way of knowing whether the information entered by a client is correct, and it is the employer’s responsibility to verify their payment schedules with the [redacted], state and local tax agencies.Additionally, the client claims that Wagepoint should somehow know what was processed in the lookback period. If the client has not processed payroll with Wagepoint, we have no way of knowing prior payroll information. July 6, 2017 - Client is made aware by the [redacted] that a Schedule B form has not been filed, which is required for semi-weekly filers. July 7, 2017 - Wagepoint customer support agent notifies the client that she has set up her company as a monthly filer, which is why taxes are being filed by the 15th of the following month. Wagepoint customer support agent recommends that client confirm filing status with the [redacted] and notify us as soon as possible so that the filing status can be updated from monthly to semi-weekly. August 8, 2017 - Client is notified by the [redacted] about penalty owing for not filing taxes on a semi-weekly schedule. Client again indicates that she is unaware of her requirement to file taxes on a semi-weekly schedule, even though this was referenced in email conversation from July 2017. August 8, 2017 - Wagepoint customer support agent changes filing status to semi-weekly filer for all payrolls moving forward. See screenshot below.September 7, 2017 - In response to a follow up by the client, Wagepoint customer support agent confirmed that their 8/25 payroll was filed/remitted to the [redacted] and settled on 8/30.January 4, 2018 - Client makes reference to the penalty above being caused by Wagepoint again even though it had been explained on multiple occasions that this is a result of the client’s oversight. This is clearly a case of a user-generated error for which the client does not want to take responsibility. While we certainly empathize with the client, we cannot take any responsibilities for the penalties assessed by th[redacted]. As such, Wagepoint will not pay the fines incurred by the client. To address the employer’s complaints about past payroll errors - We reviewed past tickets and there seems to be a pattern of confusion on the client’s end with regards to their payroll and a general attitude to deflect blame to Wagepoint. For instance, she claims that she processed a payroll for a pay date in December 20, but our logs had shown that the payroll was never submitted. There were no system errors that should have affected her payroll processing, yet the client seemed adamant to blame Wagepoint. She attempted to run her December payroll in January and was confused by the calculations. We explained that the reason she was seeing tax rates varying is because they had all reset for 2018. Additional taxes such as **I and [redacted] that would have maxed out in December were being included because she was processing the payroll in January. This required manual intervention on our part to get the December payroll processed and filed for year-end purposes. That said, we believe that we can turn this relationship into a positive one for the client and ourselves by investing in training so that she better understands how to use our payroll software.Solution: Wagepoint to assign a payroll specialist to train the client at no cost (2 - 3 hours over web conference or phone + screen share) to cover all aspects of the app in detail so that the client can process her payroll with more confidence moving forward. If this is a suitable resolution for the client, please let us know and we can reach out to the client to set up this training session at her earliest convenience. For any questions or additional information, please feel free to reach out to me directly.Regards,S[redacted]
[redacted]