ADP, Inc.

Adp refunded my $and I don't believe any transaction I made were due to my account being compromised, I believe adp site is insecure and very easy for hackers to gain access that fraugulent company did not even need my new card numbers that were replaced to gain access . My payroll deductions are no longer going to adp and the account is suspended.Thank you for all your help in getting my funds returned
Complaint:***
I am rejecting this response because:
Regards,
*** ***

To Whom It May Concern: We have reviewed the complaint dated July 18, filed by *** *** ***ADP Payroll Services, Inc(ADP) provides our clients with an efficient way to pay their employees electronically, and a beneficial financial tool for their employees, through a Visa branded
payroll cardIn reviewing Mr***’s account, ADP confirmed Mr*** contacted customer service on June 20, to obtain his account balanceAfter providing the balance, the agent advised Mr*** his card was marked as lostAt that time, Mr*** requested a replacement cardA replacement card was ordered and mailed to the address on fileOur records indicate Mr*** called again on July 13, 2014, as he had not received the replacement cardThe agent verified his address, and it was then that Mr*** advised he had moved and provided an updated addressThe agent offered to order a new card to be shipped to his new address, and reviewed the delivery timeline and fees associated with expedited deliveryMr*** requested to speak with a supervisor, which was honoredThe supervisor verified the new address and ordered a replacement card with expedited deliveryThe supervisor also waived the expedited delivery fees and provided a three business day timeframe for card deliveryADP contacted Mr*** on July 23, and confirmed had he received his replacement cardIn goodwill, ADP has credited Mr***’s account in the amount of $10.00, which was the fee charged for the original replacement cardADP apologizes for any customer service issues Mr*** may have experienced and is proactively addressing the concerns raised by Mr*** in his complaintADP strives to deliver an excellent customer service experience in every interactionI hope this response adequately addresses the concerns of Mr*** and the Revdex.comShould there be any further questions, please feel free to contact me directlySincerely, Tracy Martinez ADP Wage Payments Client Services Manager ###-###-#### Ext***

Business Response to a Complaint
Response:
I contacted the individual who provided the complaint and discussed the actions ADP took for the transaction in question, a wage withholding order issued by a [redacted] court. I provided some background factual information regarding withholding orders...

and provided clarification so that she could understand that this transaction was processed in accordance with state guidelines and/or laws or regulations, that the transaction was and is being processed correctly, however due to processing times, an over-deduction occured. In follow up calls with the individual, I have worked with the individual to clarify additional points of misunderstanding. All points of the individual’s complaint have now been addressed to her satisfaction, including the over-draft fee involved. Additionally, I am taking proactive steps and offered to work with the individual on possible changes that she advised could be coming. As a result of my discussion with the individual and follow up, she indicated that she was fully satisfied with the actions that have been taken with the transaction and we will take additional follow up steps as appropriate.
Sent on: 8/22/2014 3:38:32 PM
Sent by: [redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID[redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]

ADP is able to provide some of the data the client requested. We have left our client contact several messages in an attempt to help her obtain this data. As of today she has not returned our calls

Business Response to a Complaint



Complaint ID#:


[redacted]




Company Name:


Automatic Data Processing
...





Company Contact:


[redacted]




Company Phone:


###-###-####




Company Email:


[redacted]




Person Who Sent the Complaint:


[redacted]




Staff Member:


[redacted]



Response:
August 22, 2014 Revdex.com Serving New Jersey 1262 Whitehorse-Hamilton Square Road Building A, Suite 202 Hamilton, NJ 08690 Re: Revdex.com Case ID [redacted] To Whom It May Concern: We have reviewed the complaint dated August 15, 2014 filed by [redacted]. By way of background, ADP outsourced its stored value payroll card solution to [redacted]) until 2011. Although the cards are co-branded with ADP, all cards issued as part of the outsourced solution are issued and managed by [redacted]. Based upon our inquiries of [redacted] Ms. [redacted] has an account that was issued under the outsourced solution (the “Account”). In addition to confirming the existence of the Account, [redacted] has provided the following information: • The complaint received is related to a charge in the amount of $75.00 posted to the Ms. [redacted] Account, which she indicates was unauthorized. • According to [redacted] records, Ms. [redacted] reported her card lost/stolen on June 22, 2014, at which time she also advised [redacted] the transaction was unauthorized. • A new card was issued on June 26, 2014 and shipped to Ms. [redacted]. • Dispute documentation was also mailed to Ms. [redacted] to complete and submit for review related to the $75.00 charge. • The completed dispute documentation was received by [redacted] on July 9, 2014, and based on a review of the account, [redacted] denied the claim. • Ms. [redacted] submitted dispute documentation again on July 14, 2014, which was also denied. • [redacted] has indicated it denied the claims based on the fact that Ms. [redacted] had several prior undisputed charges from the same merchant, as well as undisputed charges after the transaction in question. • In light of the prior and current activities on the account, [redacted] directed Ms. [redacted] to contact the merchant directly to resolve the inquiry. • Should Ms. [redacted] have additional questions related to this dispute, she should contact [redacted] customer service at ###-###-####. We hope this response adequately addresses the concerns of the claimant and Revdex.com. Should there be any further questions, please feel free to contact me directly. Sincerely, [redacted] ADP Wage Payments Client Services Manager ###-###-#### Ext.[redacted]
Sent on: 8/22/2014 3:45:40 PM
Sent by: 170.146.221.28

Business Response to a Complaint



Complaint ID#:


[redacted]




Company Name:


ADP



...


Company Contact:


[redacted]




Company Phone:


###-###-####




Company Email:


[redacted]




Person Who Sent the Complaint:


[redacted]




Staff Member:


[redacted]



Response:
August 26, 2014 Revdex.com Serving New Jersey 1262 Whitehorse-Hamilton Square Road Building a, Suite 202 Hamilton, NJ 08690 Re: Revdex.com Case #[redacted] – [redacted] To Whom It May Concern: We have reviewed the complaint dated August 18, 2014 filed by [redacted] ADP Payroll Services, Inc. (ADP) provides our clients with an efficient way to pay their employees electronically, and a beneficial financial tool for their employees, through a [redacted] branded payroll card. In reviewing Ms. [redacted] account, ADP verified that on July 3, 2014, Ms. [redacted] payroll card account ending [redacted] was charged $49.95 for an online transaction at [redacted] based in [redacted]. Ms. [redacted] card was blocked until the transaction was verified. On July 4, 2014, Ms. [redacted] contacted cardholder services and notified ADP the transaction was not authorized. At that time, a replacement card was ordered and sent via express mail to Ms.[redacted] to the address on file. The merchant [redacted] provided a purchase return credit on July 10, 2014 to Ms. [redacted] account. No dispute was filed by Ms. [redacted] with respect to this transaction. On August 11, 2014, Ms. [redacted] new payroll card account ending [redacted] was charged $49.95 for an online transaction at [redacted] based in Korea. Again, Ms. [redacted] payroll card was blocked until this online transaction could be verified. On August 11, 2014, Ms. [redacted] confirmed the transaction was not authorized. ADP again ordered a replacement card and sent it Ms. [redacted] on an expedited basis to the address on file. Ms. [redacted] filed a dispute for this $49.95 transaction. A provisional credit was issued to Ms. [redacted] payroll card account. On August 18, 2014, Ms. [redacted] indicated she wanted to speak to a Manager with the cardholder service team as she did not feel her card was secure given the two fraudulent transactions occurred on her two different payroll card accounts. ADP contacted Ms. [redacted] on August 18, 2014 and left a voicemail message for Ms. [redacted] to contact us regarding her payroll card account. After further review of Ms. [redacted] payroll card accounts, it was revealed that Ms. [redacted] has made several online transactions using each of her payroll cards. It appears that some of the online sites that Ms.[redacted] has conducted transactions may not be secured, causing possible exposure of and the potential to compromise Ms. [redacted] payroll card account. Ms. [redacted] contacted ADP on August 22, 2014 at which time ADP reviewed with Ms.[redacted] the transactions that were made on her payroll card account. At that time, ADP informed Ms. [redacted] of its findings in reviewing her payroll card transactions for both payroll cards and advised Ms. [redacted] that it appears she may be using her payroll card on online sites that may not be secure. ADP advised Ms. [redacted] that she should always validate the security of online sites before entering her payroll card and personal information to avoid any potential exposure and compromise of her payroll card account. I hope this response adequately addresses the concerns of Ms.[redacted] and the Revdex.com. Should there be any further questions, please feel free to contact me directly. Sincerely, [redacted] ADP Paycard Compliance ###-###-#### Ext. [redacted]
Sent on: 8/27/2014 7:28:01 PM
Sent by: 170.146.220.22

Review: In 2012 I had ADP as my payroll services, for my childcare business (Neecies New Beginnings Childcare). I closed my business on July 29, 2012. Thinking since ADP was my payroll services they completed my quartely services and submitted them to the IRS. Unfortunately not. In 2013 I started receiving letters from the IRS stating my 2012 taxes have not been filed. I've contacted them and they admitted they did not report anything to the IRS. The reason why, they did not give me. They just told me they will get right on it. I've been dealing with them, constantly calling them for about 2 months now and they still have not submitted anything to the IRS or myself. The IRS is requsting forms 940 & 944. ADP payroll specialist told me it takes up to 4 weeks to get those forms together. This is 2014, those forms should have been done in 2012 when they were due. Now I'm facing penalties for their negligence.Desired Settlement: I want the forms 940 & 944 submitted As Soon As Possible. I have a deadling which is January 21, 2014. It should not take this long.

Business

Response:

We received your notice dated January 10, 2014 regarding complaint ID# [redacted]. ADP has been working to submit corrected tax filings for our client since September 2013. We have been in contact with our client throughout this process. Although a portion of the required corrections were completed several months ago, we did experience some unforeseen delays in completing the final component of the correction. ADP has now completed the final tax filing and has dispatched it to the necessary tax agency. We provided this status to our client on January 15, 2014 and will continue to inform our client of the updated status while the tax agency posts the tax filing returns (this process may take an additional 4-6 weeks). We appreciate the opportunity to partner with your organization on this matter. Please let me know if any further information is necessary on this case. Sincerely, Client Service Manager ADP Small Business Services ###-###-####

Consumer

Response:

Review: [redacted]

I am rejecting this response because: I need time to see if this is all that the Irs and the State is requesting, I need to make sure I am not charged any late filing fees for their negligence of not filing this info on time. I was told it will take a couple of weeks for this to be fully completed and I want to make sure Everything is ok. I don't want nothing coming back on me, when it wasn't my fault in the first place.

Review: I have an ADP Aline Visa debit card in which my paycheck goes on automatically every two weeks. On Saturday Sept. 21, 2013 there was an unauthorized amount taken out for $187.72. So I called their 800 number and for two hours was transferred to one supervisor after another which could do nothing. I was told to call back in the morning to talk to their supervisor. I did this only to be put on hold for over 40 minutes. So on Monday morning Sept. 23, 2013 I called ADP's corporate office in New Jersey and was transferred to a supervisor named [redacted] said she would email the person in charge of this. I didnt get a called for over an hour so I called the corporate office back and the lady on the switchboard asked me who I had talked to and I said I think you she interrupted me and said she never talked to me so I said it was a lady supervisor I think her name was [redacted], she goes hold and thinking I was on hold she called me a "stupid [redacted] I still have not had my issue resolved ADP allowed an unauthorized amount from Direct TV to be taken out and leaving my account at a negative 10 dollars for me to live on for the next 2 weeks. there are alot of issues with this because I have it set up on my phone for when any activity on my card it alerts me on my phone. I never got an alert to this. I went to the ATM Saturday night to get money for gas to go to work and had none. I work graveyards and have missed work since this as I have no gas. In looking into this there are over 3,443 complaints with the Revdex.com on Direct Tv and ADP. Also when looking into Direct TV websites ADP has advertising all over their websites so makes me think they are in this together. also in trying to get money out of the ATM that I thought I had it charged me $10Desired Settlement: I want my 187.72 returned to my card immediately. Along with the $10.00 that I was charged from the ATM. I want to be paid for the loss of work. I want an apology from ADP Corporate for being called a "stupid [redacted] ."

Business

Response:

ADP provides employees of our clients with a beneficial Visa branded payroll card that includes various ways for our cardholders to utilize their card. As part of the standard process and in compliance with law, if a cardholder wishes to dispute a charge on their payroll card, they may call to file a dispute with our cardholder services. If the dispute involves a possible compromise of the payroll card, the card is closed and a new card is issued to prevent future fraudulent or unauthorized charges. Ms. [redacted] was advised of this process when she contacted cardholder services on September 21, 2013. At that time, however, Ms. [redacted] refused to have her card closed and a replacement card issued. On September 23, 2013, Ms. [redacted] contacted ADP’s corporate office and requested assistance regarding the disputed transaction. On September 24, 2013, ADP provided a provisional credit to Ms. [redacted]’s card in the disputed amount of $187.72, which represented a charge from DirecTV, pending the outcome of the investigation into the disputed transaction. Ms. [redacted] confirmed she once had a DirecTV account, but that she had not authorized this particular transaction. Ms. [redacted] was advised that the credit would be reversed if, in connection with the investigation, the merchant provided proof the charge was valid and authorized. At the same time, Ms. [redacted]’s payroll card was closed and a new card was issued to Ms. [redacted] to prevent future fraudulent or unauthorized charges. The replacement card was expedited for delivery at no charge to Ms. [redacted]. Additionally and as a goodwill gesture, ADP provided Ms. [redacted] a permanent credit in the amount of $10.00 in connection with fees charged as a result of declined ATM withdrawal transaction attempts. ADP contacted Ms. [redacted] and advised her of both the provisional and permanent credits to her account. ADP is actively investigating the dispute in compliance with applicable law and will communicate the results of that investigation when it concludes. ADP strives to provide the highest level of customer service. To the extent Ms. [redacted] received anything less than exceptional customer service from ADP, ADP sincerely apologizes. ADP is researching and will appropriately address the customer service issue which Ms. [redacted] mentions in her complaint. I hope this response adequately addresses the concerns of both Ms. [redacted] and the Revdex.com. Should there be any additional questions, please contact me directly

Review: I had to go through ADP for my health insurance needs, COBRA, from the start they messed up the coverage, from One of my kids not being covered to cancelling my claim because I was 0.06 short. I have talked to them several times since then and they told me they will take care of it. Now they are saying that they cant help me, because my company that I worked for does not use them anymore. So they sent me back the money, when I called today they said I should contact my company that I used to work for, they don't exist anymore. SO right now my one daughter was never covered from January 1 2014 to March, the rest of the kids (including my new baby) was only covered for January 2014. Right now I am looking at huge health bills due to ADP not giving helping me when they should have.Desired Settlement: What I want is ADP to do what they said they were going to do take my money for COBRA and contact Dean with my insurance information so I can pay them what I owe and be done with this terible ordeal.

Consumer

Response:

This complaint is all taken care of/ rectified

Thank you

Review: I had to close out my previous [redacted] checking account that was used for direct deposit of my paycheck by ADP. I provided the new account and routing numbers to ADP and my company's payroll department. I was not informed there would be any issues with the transition.When I checked my [redacted] online account today, I saw that no funds were deposited as expected. I tried to contact someone at ADP to find out what was going on. I spent two hours bouncing from department to department, before finally speaking with someone who informed that due to the change in checking, I was going to be mailed a paper check instead of electronic deposit. This caused severe impact to my checking account, as funds I had scheduled to be withdrawn from that account today, were causing overdrafts and overdraft fees. I tried to learn when I could expect this check in the mail, but they refused to tell me, saying it was policy.Now, I have no funds and will have to try to get [redacted] to rescind these fees as no fault of my own, since I was not previously notified that this situation would occur.ADP was completely unhelpful and hostile to my legitimate inquiry.Desired Settlement: If I am unable to convince [redacted] to rescind the overdraft fees, I wish ADP to compensate me for these.

Review: My commuter account benefits card is not working. I have over 400.00 unused dollars that I have contributed but am unable to access. Customer service is not removing the issue. They were to have a supervisor contact me in 24 hours, however that was 3 days ago. These are a Federally mandated benefits that Adp is withholding from me.Desired Settlement: A functional adp card where I may access my money.

Business

Response:

ADP Benefit Services (“ADP”) is a service provider who contracts with employers to perform Commuter Benefit spending account services. These contracted services include receipt of participant Commuter Benefit claims and reimbursement of eligible expenses to the participant according to the client’s plan provisions and federal regulations. ADP relies upon the client to provide direction for establishing Commuter Benefit administrative services that meet the client’s plan provisions. Therefore, ADP does not make discretionary decisions on behalf of the plan; or in regards to the client’s authority under the plan. ADP provides Commuter Benefit administrative services, as described, for our client, PA Consulting Group. We have reviewed our records in connection with complaint Case ID[redacted]. The participant, [redacted], elected Transit/Parking commuter benefits effective 4/1/2014. Contributions made by Ms. [redacted] are not monitored, or held by ADP. These contributions are reported to ADP via a contribution file and the deductions appear on the participant’s earnings statement each pay period. Ms. [redacted] contributions are available for use via her Transit/Parking debit/credit card with a pin number. However, on 10/9/2014, Ms. [redacted] called ADP to advise the card was not working when she attempted to use the card with the pin. Since Ms. [redacted] needed immediate use of the card, ADP advised that she could use the card as a credit card as she did in September. ADP was not aware until 10/16/14 that Ms. [redacted] was continuing to have an issue using the card. ADP contacted Ms. [redacted] on 10/17/14 to review the card activity and advised Ms.[redacted] that she had not tried to use the card since 10/9/14. After speaking with the participant on 10/17/2014, ADP requested a re-issue for another pin number for Ms. [redacted] and followed up with her on 10/22/2014 and left voice mail. On 10/27/14 ADP received a call from Ms. [redacted] and ADP advised her that she could also use the card for immediate access by using the card as a credit card with Transit Authorities and authorized vendors throughout the U.S. Also, we asked if she had received the new pin we requested and she advised that she had not received a new pin yet. ADP plans to contact Ms. [redacted] again to see if the new pin was received and resolved the issue and if we can assist any further.

Flex spending was NEVER explained to me and now the money I had in this account has been forfeited. I'm very upset that NOTHING can be done. Thus is the worst company!!

Review: I was unable to make a charge to my FSA VISA. I spoke with [redacted] then [redacted] at ###-###-#### and while they could tell me that there was a current uncompleted authorization on the card, they could not cancel it nor tell me who at VISA to contact to resolve the issue.Desired Settlement: I would like ADP to resolve the issue, contact VISA, have the uncompleted authorization removed and provide me a contact phone number for VISA.

Business

Response:

ADP Benefit Services (“ADP”) is a service provider who contracts with employers to perform flexible spending account (FSA) services. These contracted services include receipt of participant FSA claims and reimbursement of eligible expenses to the participant according to the client’s plan provisions and federal regulations. ADP relies upon the client to provide direction for establishing FSA administrative services that meet the client’s plan provisions. Therefore, ADP is not the Plan Sponsor or Plan Administrator, in regards to the client’s plan. ADP provides FSA administrative services, as described, for our client, CACI. The uncompleted Pre-Authorization on the participant's FSA Debit Card has been removed by the initiator. The participant’s full remaining balance is now available for use. ADP has left a voice mail for the participant confirming this information and our contact information for any additional questions or concerns.

Review: I was promised a credit of $600.00 regardless of how I use ADP services.

ADP Sales rep, [redacted], signed our company up for the most expensive Payroll service ADP offers. The promise from [redacted] was that as long as I continue using this service for 3 months from the date of signing I would get a $600.00 deposited to my business checking account. I told [redacted] that we can only do bi-weekly payroll. That we only have 1-2 employees and we are a small company. [redacted] assured me that I do not have to submit weekly payroll as the service requested. And after 3 months of using the service I can cancel that service and change to a more affordable service with bi weekly payroll.

When my our three months were up I contacted [redacted] and requested the credit. She told me she would call me back that day and she never did. I made more calls to her and got her voice mail. After a week of calling with no return calls, I finally caught her at her office. She told me that she turned my credit over to the department that handles the credit. She said they should have called by now and she will call them again. I never got another call back from [redacted]. I finally called ADP customer service, were they informed me that I do not qualify for that credit program because I did not submit weekly payroll.

After I explained the story to them, they are currently talking to higher management. That was a week ago with no reply.Desired Settlement: I want what was promised to us, $600.00. We were pressured into using a program that we could not afford nor did we need. [redacted]'s business card says she is a Senior District Manager with ADP President Club logo on it. I am sure she sales a lot while using these immoral tactics. We have stopped using ADP services until this is resolved fairly.

Business

Response:

Customer complaint regarding $600.00 promotional credit has been resolved. The credit is in process and the customer will receive no later than November 1, 2013. I have spoken with the customer to communicate this resolution and this meets with his satisfaction. I have also provided options for payroll packages more suited to the customers needs.

Consumer

Response:

I am rejecting this response because:

We have not received payment.

Business

Response:

There was an unexpected delay in issuing the payment to our client. The payment of $600 was credited to our clients bank account on November 8, 2013.

Please confirm receipt of this response.

Thank you,

Review: My company uses ADP Payroll services for benefits.I signed up for a PPO dental plan, and instead they enrolled me in an HMO plan that I do not want. Also, I did not sign up for medical insurance ( I had checked the box and then crossed it out; every representative I spoke to at the company confirmed that my form requested a PPO dental AND that the medical was clearly crossed out on the form). When I noticed I was being charged, I was told that I needed to notice it within 60 days of being enrolled. HOWEVER, I have paperless paperchecks, and am unable to see my entire paychecks online in their system, so there was no way of knowing this until I spoke to them and they told me what I had been enrolled in.

They have been billing me monthly since June for the medical plan and the HMO dental, and refuse to sign me up for the dental program I requested AND refund the money they have charged me, and say they will continue to charge me through next June's open enrollment period. This is their error, every single person I spoke to at the company agrees yet no one will correct it.Desired Settlement: Refund for charges, correct enrollment in requested dental plan, and no more charges for medical or HMO dental going forward.

Business

Response:

ADP TotalSource has terminated the medical coverage. The premium reimbursement due to Ms. [redacted] is $444.50. The dental PPO XS plan has a higher employee premium and Ms. [redacted] will owe $182.56. The difference of $261.94 will be either credited in her next paycheck or a check will be issued. Thank you.

Review: I enrolled in the Commuter Benefits Card service administered by ADP for my former employer [redacted]. I contributed the maximum allowable amount each month but I didn't use it all, so I have a balance of $585 by the time I left my employee on July 17. According to IRS I have 90 days from the separation date to spend my balance on eligible transit fares but ADP has blocked my card and refuses to re-activate it.

I called customer support but I was told I need to speak with a supervisor which was not available at that time.

I left my call back number but nobody called me back.

I need your help in re-activating my card within the legal time frame so I can use my remaining balance.

Thanks,Desired Settlement: I would like to have my Commuter Benefits Card re-activated so I can use the remaining balance for commuter fares.

Business

Response:

[redacted]'s transit account terminated as of 7/19/2013 per the information we received from his employer, Vitech Systems. Once an account terminates, the transit card will no longer work as of the termination date. Also, the balance remaining in his account can be used to pay claims that were incurred on or before his termination date. And, he has 90 days to submit these claims. This information was explained to the ppt via a telephone call to him.

Review: The company ADP handles Garnishments for the company I work for. ADP received a notice to stop garnishment on 11/6/2014 from the dept of education yet they have continued to garnish my bi weekly earnings for 5 paychecks after that date. I called 6 different times for the garnishment to cease and was told each time it would take 2 paychecks for them to complete the stop garnishment. I called back before the 5th check was garnished and was told it would not be garnished. The check was in fact still garnished. I called to ask for a $372.66 refund and was told I can't have that until 1 to 2 more paychecks. I ask to speak with a manger and was sent to another associate and told I can not speak to any higher ups and they will not give me corporate names, emails or numbers.

2 weeks after being told the refund was issued, [redacted] told me they did process the refund request but it was an error. So the refund is still not entered but she will enter it now and it will take at least 7 - 10 days to receive the refund which can be 2 paychecks. This is unacceptable I have been continuously garnished over 10 weeks after the stop garnishment was issued, ADP is unprofessional, unreliable and incompetent liars. I have never been given the run around like this before from a company I owe nothing to, they are providing a service and the service is horrible and unethicalDesired Settlement: I want my setup fee and monthly garnishment fee refunded.

Business

Response:

We thank the Revdex.com for bringing the above-referenced matter to our attention. We regret that the consumer may have had an unsatisfactory experience in seeking an explanation of the processing times regarding the wages that were withheld from her paychecks. Although we believe the processing times were proper, we strive to answer questions garnishment debtors may contact us with to the best of our ability. We therefore appreciate the opportunity to review the circumstances that led to this case and to identify areas for improvement.ADP Garnishment Services (ADP GS) processes garnishment orders on behalf of many employers, including Grady Health System. On or around 02/17/2014 Grady Health System received an Order for Withholding of Wages from the U.S. Department of Education. The Order for Withholding of Wages notified Grady Health System that the consumer owed a debt to the U.S. Department of Education. On 09/08/2014, Grady Health System became a client for ADP Garnishment Services (ADP GS), and the first deduction was 09/11/2014 for 382.02. Because of the transition, ADP Garnishment Services (ADP GS) did not have either a goal amount or a copy of the original order.As Grady Health System’s garnishments processor, ADP GS set up a withholding and withheld funds from the consumer’s earnings from 09/11/2014 through 12/04/2014. Through these withholdings a total of $2,636.70 was withheld.On 11/24/2014 Grady Health System received a Cancellation for Withholding of Wages, which was confirmed, validated, and transmitted to Grady Health System’s payroll system. On 12/04/2014, the consumer was deducted 372.66 which are within the time frames for processing.On 12/09/2014, the consumer contacted the solution center, and was advised of the payment being processed and to monitor their check, if there are further issues.On the check date for 12/18/2014, the consumer was deducted again for 372.66, indicating that there might have been a systemic failure in processing. The consumer requested to speak with our escalation team, in which an escalated refund was requested and a technical support request was submitted. The consumer then contacted ADP Garnishment Services (ADP GS) back on 12/29/2014 and again, spoke with the escalation team, where it was verified that there was a delay in the refund processing, however the order was successfully terminated in the payroll system.ADP was notified of the Revdex.com concerns on 12/30/2014 – the first contact to the employee was on this date via e-mail requesting permission to call and discuss the issue in greater detail. The second contact was on 01/05/2015 via voice message requesting a good time to speak. The third contact was on 01/05/2015 via e-mail. The fourth contact attempt was on 01/06/2015 again via voice message, providing my contact name, direct extension, and an apology. The fifth contact was 01/07/2015 via e-mail confirming the refund was direct deposited on 12/31/2014, and by next bi-weekly payroll the employer fee will also be refunded. As of today, 01/07/2014, regrettably there has been no response directly from the consumer, and no feedback from our client, Grady Health System of the consumer’s concerns.Upon review of the consumer’s complaint with the Revdex.com and our logs of the consumer’s telephone calls to our call center, it appears the explanation provided to the consumer regarding the last two withholdings and the system issues involved may not have been as clear as possible. Thus, the consumer appears to be extremely unhappy to later hear that although they were identified the initial issue, that there were some service issues that could have been handled more appropriately and with a possible sense of urgency.ADP GS acknowledges that our representatives, specifically our escalation representative, could have been more helpful and empathetic in delivering this explanation, taking more personal ownership of the issue, and responding to the consumer’s remarks. We will address this matter further with the appropriate parties for possible training and review. Respectfully,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Review: I received an email from the Small Business Services division asking for me to complete a survey in exchange for a $50 Amazon gift card. I completed survey but did not receive gift card. I inquired about status of gift card approximately three weeks ago and they responded that cards should be emailed by June 26. As of today, I still have not received an email with card. I inquired yesterday but got no response.I took the time out of my day to provide them a service and expect them to follow through.Desired Settlement: ADP Small Business Services should proved $50 gift card as promised.

Business

Response:

Thank you for bringing this to our attention. We have reached out to the CPA who filed the complaint regarding this issue and ensured her that she will receive her $50 gift card. It should be received by 7/27.ADP Small Business Services

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Review: I signed up for the Commuter Check Debit card flexible spending program to get my monthly train ticket for May 2014. There was an issue loading the funds on my card. For days I called as was constantly assured the funds would be on my card in time to purchase my train ticket, but they were not.

Then after being told that the program I was in did not accept paper claim forms, they told me to fax a paper claim form over anyway. But now, they are loosing the form as I've faxed it over to them twice and they have no record of me sending the fax to them.

The funds seem to have gone nowhere - they weren't on the card, and I never received them and they no longer show up in my account on the Flexdirect web site. No on at ADP can give me an explanation of what is going on, where my funds are, or when or even if I'll get them.

At this point, ADP had taken $260 out of my paycheck, pre-tax for me to use to get my monthly train ticket, but have refused to honor $130 of it for my May train ticket and seems to have lost that money.Desired Settlement: I really just want the money for my May train ticket, $130.00 and for the card to actually work for June, or a full refund for all the money I've put into the program, $230.00. I can prove I've been getting train tickets every month this year, which is what is required to get my money.

Business

Response:

ADP Benefit Services (“ADP”) is a service provider who contracts with employers to provide Commuter Benefit Services. These contracted services include processing participant commuter service requests for reimbursement of eligible expenses according to the client’s plan provisions and federal regulations. ADP provides Commuter Benefits administrative services, as described, for our client, Progressive Technology Federal. ADP is not the plan sponsor, nor the plan administrator of Progressive Technology Federal’s Commuter Benefit plan as those terms are defined under the Employee Retirement Income Security Act (ERISA). The member, Derrick Walker, participates in the Commuter Check Card Pre-Paid Master Card Program. Generally, this is a reloadable debit card which can be used daily/weekly/monthly (as determined by the employer commuter benefit plan) for commuter expenses. The participant purchases commuter passes with this prefunded card. The debit card is funded from the participant’s commuter account on the 23rd of the month prior to the benefit month. There was a problem loading May 2014 funds on to Mr. Walker’s card and his May order experienced a funding set up failure. However, ADP did advise him of this failure via email. We did receive his refund claim form for the May order since he had to pay out of pocket for his pass. The $130 refund has been approved and a check has been issued to him on 5/16/2014. Please note - ADP did file an extension on this case from 5/18 until 5/23/14. Please note your records.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.