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ADP, Inc.

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Reviews ADP, Inc.

ADP, Inc. Reviews (63)

Review: I think it ridiculous that I signed up locally with ADP over 10 years ago and then I was in the last year sent over to some RUN department without my knowledge. ADP use to be a local service we used to process our payroll and they would answer locally and within a couple minutes. I am now thrown into a que to hold for 30 minutes only to be then transfered over to this RUN department and hold some more to deal with Rude people who talk over you. I called them two weeks to get my payroll lowered or I was switching elsewhere cause I was getting better prices. The lady I spoke to was nice that day, which keep in mind I was on the phone for an 1 1/2 trying to resolve which is obsurd, and she lowered the bill some. However, on the 24th of Jan I was drafted the same amount again after I was assured that bill would be reduced to the $40 a month. I called and once again sat on the phone for 30 minutes to be transferred to a rude lady named [redacted], who was so darn RUDE and talked over me. It took her forever to answer questions and she didnt want to listen to anything I had to say but repeat herself over and over like I was an it with her smart attitude. I asked to speak to a supervisor only to be told thats fine I can throw you back into the QUE! WHAT?!?!?!?! Thats this companies idea of a supervisor! WOW! I ultimately had to settle for what this woman had to say because I am at WORK and can not hold for another hour. Come to find out too ADP changed my payroll code from a BZC to a RSL without my knowledge. I am very disapointed in the wait time and the staff and the prices. No one should have to sit on the phone that long and to speak to a rude person whos solution is to throw me back in the que.Desired Settlement: I want to make sure the bill is reduced to the $40 per pay period and I also want 2 months free for all the trouble they have put me through and aggravation or I am going to start getting my payroll done elsewhere and will be cancelling here as soon I get it set up somewhere else. I shouldnt have to hold forever and deal with this rudeness. I shouldnt had even had to call back. The jan 24th deduction was suppose to be $40 and I want this corrected too. I called and the 15th and this should have been taken care of.

Business

Response:

In reviewing the letter that was dated on January 31, 2014, ADP has reviewed our clients account and taken the appropriate action to resolve the clients concern. The following is the course of action ADP has taken: We have issued a credit in the amount of $67.10 on February 5, 2014 which was a charge for her January 10, 2014. The client should see the credit posted to her bank account on or before February 14, 2014. In addition, ADP provided her with a free payroll processing on her January 31st payroll. ADP has determined to honor our client’s request of 2 months free payroll processing which is from February 4, 2014 through April 4, 2014 for her payroll account. Should you need anything further please contact me directly @ 214-424-7627. Thank you Leo Navarro Client Service Manager ADP

Sent on: 2/5/2014 12:29:50 PM

Consumer

Response:

[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.]

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,

Review: I ordered a metrocard for $112 through ADP services. I never received the item I purchased so I filed a claims reports and had to pay out of pocket for another card. I had to wait several weeks to receive a receipt from the MTA regarding the card that I purchased out of pocket, then I sent a second fax to ADP with the claims report and my receipts. I never received reimbursement from ADP and upon confrontation, they claim to have never received my second fax, and although I have now resent my second fax, they say that it is outside the time frame to which they are willing to reimburse me.Desired Settlement: I would like my $112

Business

Response:

ADP has reviewed the complaint and found the participant, [redacted], did follow the lost pass procedure and provided proof of purchase. A reimbursement check is being processed for this participant and he should receive this in 7-10 business days.

Review: Had ongoing issues with ADP for the last year. They have messed up our one check payroll more times than gotten it right. We have had numerous erroneous problems with their accounting, but now they have deducted a substantial amount from our business checking account that they were not supposed to. We had just signed an agreement so that they wouldn't do this. When we call them (which unfortunately has to be frequently since they screw up all the time) they never know what is going on, even though our payroll set up involves two employees. When payroll was cancelled and we didn't do it, we called them and they set up a security password for future calls. In the five times we have had to call them because of errors on their part in the last week, they never did ask for the security word. The latest fiasco with having a large amount deducted from our checking account is just the latest nightmare with them. When they have access to your checking, they can do as they please it seems. Getting the money back is impossible. I should have read the RipOff Report reviews on this business and we NEVER would have used them. Numerous places on the web state that this payroll service is shady and will deduct from your checking without being able to do anything about it. When they claim that you owe money for something, they just deduct it and that's that. If you research the owner of this business you will see that he is a multi millionaire. No wonder since he rips people off left and right.Desired Settlement: Refund the erroneous amount deducted from checking account. I will discontinue service from this provider today!

Business

Response:

Our records show that adjustments to payroll were requested on April 16, 2014; this resulted in amended filings for the first quarter of 2014. As soon as our client made us aware of necessary changes, ADP took immediate action to update the payroll and corresponding tax filings. This resulted in an overpayment of taxes on the revised filings, as tax deposits had already been made for the quarter. The refund amount our client has requested in this complaint matches the tax changes reflected in these amended filings, which are currently residing as overpayments with the tax agencies (IRS of $1,306.74; State NC $312.00). This overpayment of taxes will be issued from the tax agencies directly to our client. ADP is in the process of issuing a promissory note to cover the cost of those taxes owed until the tax agencies issue our client a credit for the tax amount in question. ADP did refund a credit in the amount of $623.58 on April 23, 2014 for un-deposited taxes. Once ADP receives appropriate documentation from our client, we will proceed with this action. On May 22, 2014, we attempted to reach out to our client to discuss this matter, and this complaint. I am available to assist our client at ###-###-####.

Consumer

Response:

I am rejecting this response because ADP has still not refunded the money due us and continues to fabricate scenarios. My husband called repeatedly and could not get any response from ADP until yesterday 6/2/14. They still claim that we owe this money and that a refund is coming. We still have no documentation of same. This business has continually had questionable business ethics, starting with the fact that they claim we amended our payroll in April. We never did anything of the sort and called when we did not receive same. They said "someone called and stopped it." How on earth can anyone stop it but us? After this debacle, they were supposed to institute a security word when we called because someone other than my husband or myself had asked the payroll be stopped (we only have two employees!! Myself and my husband) During the next four calls to ADP they only asked about the identity and security word once. Below is the e-mail between my husband and an ADP employee which clearly shows they do not what is going on and need to refund our money.

I returned your call on the 22nd and called today again and have not heard from you so am forwarding this note I sent to [redacted] to be sure that you have a copy and can satisfy my requests. If it is easier to communicate by email, that will be fine.Thank you for your attention to this matter. Following our discussions last week, I executed the documents that you sent for the sole purpose of stopping a draft to our account of over $1600 dollars. Today we received notice that our account had been drafted yesterday by ADP the full $1,618.74.05/19/2014DebitADP - TAX ADP TX/FINCL SVC HANDSEL GROUP INC ACH CORP DEBIT$1,618.74You are to return immediately the note as paid and satisfied and void the assignments that I signed and scanned to you last week as the request to draft the account had obviously already been entered into your banking system days earlier to be posted to my account yesterday.We are still left with the issue of the $995.16 that has been drafted in excess of the $623.58 which was the amount of your initial credit back to our account from ADP. 04/24/2014CreditADP - TAX ADP TX/FINCL SVC HANDSEL GROUP INC ACH CREDIT$623.58You have assumed that we will receive a refund from the government but now having the note and request for payment in hand, have most likely filed them for payment direct to you. Therefore ADP owes us $995.16 and this is a demand for payment. Furthermore, I am terminating your services as of today. A new service will contact you for whatever information they may require. Most sincerely,

Review: ADP has been trying to get us as a client for years and now that we have been listed in [redacted] and [redacted] they will not stop calling here soliciting us.

I've told each and every person that has called here to remove us from their list! I've called their corporate office and asked to not be contacted by another ADP sales rep because we are NOT interested in using their services.

At what point is it considered harassment? And again today, I received another call from ADP and the lady on the phone tried to talk me into giving them a chance. Her number is ###-###-####.Desired Settlement: I want them to stop contacting us as we have NO desire to work with ADP. My boss and I have both worked with ADP and had bad experiences. As long as we work here, ADP will never get our business and I'm sick of talking to the pushy sales reps on the phone. I DON'T want to be contacted again!

Business

Response:

Please note that we have evaluated the complaint that was submitted to your office on September 25, 2013, ID [redacted]. We have updated our Customer Relationship Management system to inform our sales associates that this customer has requested not to be contacted byADP.We regret this unfortunate incident, and are confident that our corrective measures will resolve this problem to all parties’ satisfaction.

Consumer

Response:

[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.]

Better [redacted] Bureau:

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

Regards,

Review: My employer decided to go paperless and start using pay cards. I signed up for the pay card and when I received my first payment on it everywhere I went to withdraw the money wanted to charge me. Why should I be charged for trying to get my own money? Therefore, I promptly decided to start using direct deposit and informed the company that I wanted to the close the pay card account and to be reimbursed for the remaining amount. This took place November 20th, 2015. I called the company after two few weeks went by and I had not received my reimbursement check. They assured me that it would be coming and that they couldn't do anything till 14 plus business days were up. I called after those days were up stating I still had not received my check. This went on and on throughout December with the associate telling me it was going to conflict resolution and something would be done. I received a check around January 7th and went to cash it thinking finally this issue is over. I got a letter from my bank stating that the check had a "stop payment" on it so the funds had been deducted from MY account. I just got off the phone with them just now after stating I had finally gotten their check and it was a stop payment. They said that I was already in the conflict resolutions database but he would put an "urgent" tag on my conflict and that'll take 3-5 days and that I need to call them back then and promptly said there was nothing else he could do and hung up! This is unacceptable. There is no reason it should have taken a month and a half to get this check only for it to be a stop payment! I worked for this money and I want it back. As far as the conflict resolution, who knows what their "resolution" will be? Will I be waiting another month and a half to get a bad check in the mail? When will I see my money? One things for sure, they won't be keeping it even if I have to call every week to any location, headquarters, and talk to the president of the crappy company himself!Desired Settlement: I want the full amount that was left on my pay card reimbursed to me.

Business

Response:

We have reviewed the supplemental complaint of Ms. [redacted], dated January 12, 2016. [redacted]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. All prepaid cards are mailed to the cardholders with a fee schedule included. Ms. [redacted] fee schedule provided her freeATM withdrawals at any domestic in-network ATMS ([redacted], [redacted], or [redacted], which she could locate on ADP’s website at [redacted], (which site is listed on the back of the pay card)and a $1.75 charge for any out-of-network ATM withdrawals. It also states that other third parties, such as ATM owner, may charge additional fees. In reviewing Ms. [redacted] prepaid payroll card account, ADP was able to determine that on October 2, 2015, Ms. [redacted] contacted cardholder services a couple of times to inquire about ATM fees and locations. She was informed of in network ATMs she could use for free access to her funds (in accordance with her fee schedule). Ms. [redacted] was also informed that she could log onto the consumer website to access the ATM locator which provides a listing of all in network ATMs. . Cardholder services offered to locate the nearest in-network ATM machine and [redacted] member bank (where she could also could obtain free access to her funds through an over the counter teller transaction). On October 6, 2015, Ms. [redacted] made an ATM cash withdrawal using an out of network ATM, which caused her to incur a fee in the amount of $1.75. On November 13, 2015, Ms. [redacted] contacted cardholder services and requested the prepaid payroll card be closed. During this call Ms. [redacted] was informed that once the card is closed it can no longer be reactivated and the remaining balance on the card will be refunded after all transactions clear on the account. Ms. [redacted] was told that in order to allow time for the transactions to clear, the refund will be initiated in 7 days. On November 23, 2015, a check in the amount of $7.71 was mailed to the Ms. [redacted] place of residence. On December 1, 2015, Ms. [redacted] contacted cardholder services to inquire about the status of her check. Cardholder services informed Ms. [redacted] that the check was mailed on November 23, 2015 and will take up to 14 business days for delivery. On December 11, 2015, Ms. [redacted] contacted cardholder services on December 11, 2015, stating that she hadn’t received her check and was asked to call back on December 14, 2015 if she did not receive the check. On December 16, 2015, Ms. [redacted] informed cardholder services that she had not received the check and requested to speak to a supervisor with the cardholder services team. The supervisor verified Ms.[redacted] address and submitted an escalation requesting the check to be canceled and a new check to be issued. A second check was subsequently sent to her but based on our conversations with Ms. [redacted], as of January 20, 2016, she still hadn’t received that check either. ADP requested a stop payment on the second check, and had a new check issued and sent to Ms. [redacted] that day via [redacted] overnight delivery. ADP contacted Ms. [redacted] and provided her the tracking information in an effort to help her avoid any further delay or additional frustration. On January 22, 2016, ADP reached out to Ms. [redacted] and confirmed Ms. [redacted] received the check. 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]

Review: My company became a client with ADP in 2010 on their WorkforceNow (WFN) v2.0 product. Between 2010-2014, we experienced numerous issues that warranted escalated assistance from an ADP Client Relations Specialist. Due to the volume of issues, it was recommended that we migrate to ADP's enhanced platform WFN v5.0; however, in the midst of implementation, we were told to stop (due to issues other clients were facing). We then re-approached migration in June 2014 to WFN v6.0. Since that time, and upgrading to WFN v7.1, the volume of issues has increased two-fold. We still have many unresolved issues; I am routinely told by ADP staff that some of these are "client-wide" issues and they do not have an ETA on resolution. Troubleshooting is lengthy, response time from resolution teams is communicated as 24-48 hours, but ends up being 1-2 weeks.

As the primary product administrator for our client site, since July 2014, I have spent more than 50% of my time troubleshooting issues in ADP - whether it is conferencing with ADP support or working through issues with employees and managers. We were sold the WFN product/service because "it saves time"; however, I have only spent more time on the problems the system has presented.

We had established electronic carrier connections between ADP and our insurance carriers to ensure that benefit elections are transmitted to the carrier in a timely and accurate fashion. When we upgraded to WFN v6.0, we were told that the carrier connections required a rebuild that would take up to 12 weeks. We are on week 23 and still do not have successful connections established with the insurance carriers. This creates issues with invoicing, coverage, etc. as well as creating ancillary work for the client. It was discovered that salary history was purged, but without our authorization.

There is very little indication from ADP to resolve these matters in a timely manner.

Ultimately, we are paying for a product and service that simply does not exist.Desired Settlement: ADP should not launch a product that has not been satisfactorily tested. It is obvious from a user site that ADP developed for knowledge-sharing, called The Bridge, that too many programming/development issues exist and are not being corrected in a timely manner. As well, ADP staff have acknowledged that they were not fully trained in the full product.

ADP should reduce or eliminate cost for clients experiencing lost production/work time as a result of WNF v7.1 until client-wide and large-impact problems are addressed and resolved.

ADP's executive team should issue an apology, acknowledging the problems they have caused its clients.

We need ADP to satisfactorily complete resolution of all open items within 30-45 days so that we can wrap up our business with them and move on. We cannot do so until some items have been resolved.

Business

Response:

I am responding on behalf of ADP to the complaint file by [redacted] of the [redacted]. ADP has been actively engaged with our client and their open issues. We have devoted a team of dedicated resources to the complex and multiple phases of the project. We assigned specialists to the outstanding items, and engaged a service manager and relationship specialist to work directly with [redacted] with ongoing progression reports, project plan updates and responses to inquiries in a timely manner. We are confident that our plan to bring this to resolution in a timely manner will meet our client’s request. To compensate for the lack of time saving promised with the migration, and for the additional time our client has spent with us resolving open issues, we will provide two free payroll processings valued at $1, 042. I am confident once we have resolved the open items our client will feel the time savings of the product. Please feel free to contact me if you have any questions. Thank you for bringing this situation to my attention as we are committed to bring this to resolution to our client’s satisfaction. Sincerely,

Consumer

Response:

Thank you for allowing us the opportunity to address ADP’s response. [redacted] (and I) would prefer not to be in this position at all. We simply want ADP to do the right thing – for us and for all of their clients. Please let me know if you have any questions for me or if you need any additional information. Thank you again for your time and energy on this particular matter! Here is an explanation of why [redacted] does not agree with the response from ADP:· On 08/27/2014, I contacted a Client Support Specialist and let her know that I had not received any contact from the carrier connections team (to establish an electronic file feed from ADP to our insurance carriers). The Implementation Team Lead indicated prior to 7/23 that I would hear from them no later than 8/1. The Carrier Connection Implementation Rep sent an email to me the same day (08/27/2014) after being prompted to follow up with our group. The lack of timely follow-up put [redacted] on a 3-4 week delay right off the bat.· [redacted] requested a dedicated service team through a Client Relations Manager, with whom we were in contact since 2010, approximately one-and-a-half months after implementation (07/24/2014) to the most recent version of ADP’s product WorkforceNow v6. On 09/23/2014, I was introduced (via email) to the service team and provided a list of 20+ outstanding issues to the team lead and service center manager on 09/25/2014. (The list did not include any cases called into the service center for resolution.)· On 10/02/2014, I alerted our Client Relations Manager that an upgrade to WorkforceNow v.7.1 might assist in resolving issues we were experiencing with v6. This was information shared with me from another client on ADP’s client networking/knowledge-sharing site called The Bridge. Our Client Relations Manager agreed and help us to navigate the process with our service team – again, this was at our request. It was not once identified as a possible solution. Incidentally, it did resolve a few minor issues.· On 10/09/2014, I sent a follow-up email to the dedicated service team with an update on issue resolution. Three issues had been resolved.· On 12/12/2014, I sent an email to my service team and did not receive a response until 01/09/2015 when I sent another follow-up email to the team. I could go on with dates and facts, but I think any reader can start to understand the point; I have nearly every single email to/from ADP since 2012. ADP stated in their response to our claim:· ADP has been actively engaged with our client and their open issues. Not “actively engaged”, no. The service model is very reactive and responses/response times are not well-managed or well-communicated. I have had to regularly follow-up on almost every single matter that needed attention. [redacted] There are very few situations since July 2014 in which I did not need to follow-up on. Those reps and their direct managers have received an email noting their outstanding performance and how I valued their level of service. [redacted] More often than not, even when I am told by a service representative that I will receive a call or message within a certain timeframe, I am not contacted at all and need to call in with the ticket number. In several instances, I have had to call back multiple times over the course of 2-3 weeks to check back with the status. I have been told by more than a couple of representatives after expressing some frustration that I have to keep calling that we will not be notified and to keep calling/checking.· We have devoted a team of dedicated resources to the complex and multiple phases of the project.Many of whom provide misinformation or cannot answer a question because they have not been sufficiently trained in that area. Since ADP re-organized its service team (from specialized reps with knowledge in a particular module of the system to, now, specialized reps who need to respond to calls about many modules but are not fully aware of how to answer the question – depending on their background and what the issue is about.) For instance, I called into ADP four times with the same question and was given three different answers; only one of them worked. As well, a few of the matters that I brought to the attention of the service team were resolved by representatives who I connected with after posting issues on ADP’s client networking/knowledge-sharing site, The Bridge.· We assigned specialists to the outstanding items, and engaged a service manager and relationship specialist to work directly with [redacted] with ongoing progression reports, project plan updates and responses to inquiries in a timely manner. [redacted] requested the team to address outstanding items. We engaged the service and client managers, again, at our request. We have not received any progression reports or project plan updates other than what I have provided to the team and individual responses from the rep working the case(s). All very informal and I’ve needed to follow-up on most of it.· We are confident that our plan to bring this to resolution in a timely manner will meet our client’s request. I am entirely unaware of any “plan” other than what I developed and have maintained. No one from ADP has shared a plan with me and there are not any timelines for completion. I admit that I have been told “as soon as possible”, but many of those instances are unresolved, “client-wide”/known issues, or take up to several weeks for a response (sometimes without a solution). When I am told that someone will get back with me, more often than not, they do not. For instance, I brought to the attention of our carrier connections implementation rep that there was an issue with an employee’s spouse dropping off the electronic file going to an insurance carrier in December 2014 and then again in January 2015. I sent a formal email to him, his manager, their VP, my service team lead, the service team manager, and my client relations specialist on 02/23/2015. The implementation rep responded that same day, “I am not reviewing the file and I will get back to you as soon as I have the findings and resolution for the issue.” I have not received a response (from anyone, although I do have read-receipts) and I sent a follow-up email yesterday, 3/10/15. What is ADP’s definition of “timely”?· To compensate for the lack of time saving promised with the migration, and for the additional time our client has spent with us resolving open issues, we will provide two free payroll processings valued at $1, 042. They offered this to us and we accepted. It does not make right what we’ve had to go through since 2010 and most notably over the past year and a half. For several months, more than 50% of my time at work was devoted to troubleshooting ADP issues – either with ADP service team members or our managers and employees. We were told 8-12 weeks for implementing carrier connections in late August. It was confirmed that carrier connections were in production on 10/10/2014; however, it came to my attention (from the carrier) that it was not. They were not finalized until February 2014 – more than 6 months after migration to WFN v6/7.1.· I am confident once we have resolved the open items our client will feel the time savings of the product.After 4 years of struggling with product issues, [redacted] is just now starting to feel the time savings. Errors still occur and programming/development issues still cause problems. For instance, one of our employees who has accrued leave in the past did not have any accruals for the last pay period. I brought this to the attention of my service team Monday, 3/9 and I have not even received an acknowledgement of receipt or a response.

Review: Adp portal is impossible to get information off and print. My supervisor cannot even get on the site to get information I need for [redacted], [redacted] is going to drop my wifes disability if I do not get them the past two months pay statement.Desired Settlement: Mailed pay statement to my PO box every week at ADP expense for all of 2014 and 2015 until they can correct the portal problems completely

Business

Response:

ADP's Client Contact [redacted] was contacted about this claim and this was her responce back to ADP on 1/6/15... I spoke with [redacted] supervisor, and she said that she & Mr [redacted] both tried to access the ADP system last week & were unable to do so, so that’s what prompted Mr [redacted] Revdex.com claim. I instructed his supervisor to always call our corporate office to troubleshoot the issues so that we can work to get them resolved. I also left a message for Mr [redacted] to call me directly so that I can help troubleshoot his issue directly. Thanks for letting us know that there was an issue! I apologize for our employee filing a claim against ADP instead of notifying us directly. [redacted], [redacted] ###-###-####

Review: ADP is deducting money from my pay check for the[redacted], and the [redacted] was paid in full on 10/8/14. Since then, my check has been garnished three additonal times for $513Desired Settlement: I would like all of my funds refunded back into my account

Business

Response:

We regret that the consumer was displeased that in reference to her processing of her tax levy. Likewise, we understand that it can be displeasing to a consumer to hear that refunds for deductions generally go through an employer’s payroll or are obtained from the crediting agency. The consumer’s employer, [redacted], utilizes AUTOMATIC DATA PROCESSING, LLC to process wage garnishment orders, disburse funds associated with those orders and provide call center support services. On August 22nd, 2014, in a notice dated August 13th, 2014 AUTOMATIC DATA PROCESSING, LLC received an “Attachment and Garnishment” Order from the [redacted]. This state-issued Order identified Ms.[redacted], the consumer, as the debtor and [redacted], as the garnishee. In accordance with our procedures, we processed the order and on August 26th, 2014, mailed the consumer a courtesy letter notifying her of the order and that deductions from her pay would begin to occur within one to two pay periods. This notification letter included both the Order and a statement of a balance owed of $1,301.68. On August 27th, 2014, the consumer contacted the AUTOMATIC DATA PROCESSING, LLC wage garnishment solution center regarding the check date of August 29th, 2014 for $178.70. The consumer obtained information about the [redacted], the amount owed, the percentage to be withheld per pay period, and confirmation of the appropriate mailing address in which the courtesy notification was mailed. The Order states: “…salary or wages must be withheld and remitted on a monthly basis until paid in full…You [the employer] are required to continue withholding funds until you receive a written release from the Department.” From check dates August 29th, 2014 until October 24th, 2014, a total withheld from the consumer’s check for a total of $924.29, leaving a balance against the $1,301.68 principal, of $377.39. During this time period, AUTOMATIC DATA PROCESSING, LLC received no communication, either written, telephone, or electronic indicating that the levy was satisfied or the balance may have changed. On November 5th, 2014, the consumer again contacted the AUTOMATIC DATA PROCESSING, LLC wage garnishment solution center stating that the debt was satisfied. The consumer was again provided the agency’s contact information, our fax number, and processing times to provide the required release. On November 7th, 2014, our client, [redacted] received a letter dated November 6th, 2014, ordering the full release of the “Attachment and Garnishment” Order from the [redacted] The deduction for check date November 7th, 2014 for $170.27 was also submitted as a refund to the consumer. On November 7th, 2014 and November 8th, 2014 I made contact attempts to speak with the consumer, and left my information via voice mail, providing my e-mail and direct phone line, including my hours of operation. I also contacted [redacted] with the [redacted], providing my information, to inquire about how the consumer would obtain the over-payment from**. As of November 13th, 2014 I have not received any response from either party. We believe AUTOMATIC DATA PROCESSING, LLC acted reasonably and appropriately in processing the Order in accordance with its instructions, in relation to the original Order and also with the release. We again thank you the Revdex.com for bring this matter to our attention and allowing us the opportunity to review and respond appropriately.

Review: I work a part-time job that utilizes ADP's services. There is a direct deposit to an account that can be accessed only by a debit card. I needed a new card sent to me, so I called customer service and had them re-issue my card. I was told the time frame and it was acceptable. The card did not come at all. I then called because I NEEDED access to MY money because I was flying across the country for a wedding. They explained to me that they could re-issue a card since they don't know why I didn't have it yet. Repeatedly they told me that it was delivered, essentially saying it's my fault for not receiving the card. I was told that there was absolutely no way to access my money. I asked for a new card to be sent and was then "disconnected". I gave them the benefit of the doubt that another card was going to be sent; however, it was not. So now I am was going on almost 2.5 weeks with ADP holding my money hostage because they couldn't send me a card accurately. I call again, this time I have to wait for over an hour with the same level of repetitive customer service banter saying there was nothing they could do and I should already have my card. Eventually I was transferred to a supervisor who said for a premium price I could have one sent in 3 days. Unwilling to pay extra for this service I demanded that they cover the fee. They obliged, but again this took more time. The maximum time for deliver passed and I even gave them 2 extra days just because I didn't want to waste another hour of my time. Today I called and again was told that it should have been delivered already. The supervisor blamed UPS and said that it was out of his hands, this happens with UPS all the time, and "what do you want us to do about it." He said he would track it and call me back in a few hours. It was a decision by ADP to utilize UPS's services, so I want ownership of that decision. I'm yet to receive a call back regarding my card, MY MONEY IS STILL BEING HELD HOSTAGE.Desired Settlement: I would like ADP to transfer all my funds to the bank that I already have registered with them on my account. I would like to terminate any association I have with their organization. I would like a hand-written apology for them suggesting that I'm a liar or to incompetent to check my mailbox for a letter from ADP. These are things that I believe are reasonable for an organization of their size and "stature" to complete. What I would really like that I do not believe they will accommodate due to my experience with them would be compensation for my time, frustration, and lack of ability to utilize my money to make more money. What I can't get back are the experiences that I missed out on at my best friend’s wedding because I had to be frugal due to ADP's inability to provide the service they specialize in. This is priceless, and in ADP's words "there's unfortunately nothing we're going to be able to do about that.”

Business

Response:

To Whom It May Concern: We have reviewed the complaint dated July 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 Visa branded payroll card. In reviewing Mr. [redacted]’s account, ADP confirmed Mr. [redacted] contacted customer service on June 20, 2014 to obtain his account balance. After providing the balance, the agent advised Mr. [redacted] his card was marked as lost. At that time, Mr. [redacted] requested a replacement card. A replacement card was ordered and mailed to the address on file. Our records indicate Mr. [redacted] called again on July 13, 2014, as he had not received the replacement card. The agent verified his address, and it was then that Mr. [redacted] advised he had moved and provided an updated address. The agent offered to order a new card to be shipped to his new address, and reviewed the delivery timeline and fees associated with expedited delivery. Mr. [redacted] requested to speak with a supervisor, which was honored. The supervisor verified the new address and ordered a replacement card with expedited delivery. The supervisor also waived the expedited delivery fees and provided a three business day timeframe for card delivery. ADP contacted Mr. [redacted] on July 23, 2014 and confirmed had he received his replacement card. In goodwill, ADP has credited Mr. [redacted]’s account in the amount of $10.00, which was the fee charged for the original replacement card. ADP apologizes for any customer service issues Mr. [redacted] may have experienced and is proactively addressing the concerns raised by Mr. [redacted] in his complaint. ADP strives to deliver an excellent customer service experience in every interaction. I hope this response adequately addresses the concerns of Mr. [redacted] and the Revdex.com. Should there be any further questions, please feel free to contact me directly. Sincerely, Tracy Martinez ADP Wage Payments Client Services Manager ###-###-#### Ext. [redacted]

Review: Our representive, [redacted] has stopped taking our calls and returning them.ADP has taken unauthorized money out of our account and owes us $391.16

We are starting up a restaurant that has yet to open, and decided to enlist ADP to help with payroll once we are opened. Since the time we signed up with them, they have withdrawn unauthorized money from our payroll account. Again, our business is still not opened. 4-25-13 ADP withdrew $37.81 (resulting in a NSF charge of $35), ADP withdrew $153.35 on 5-3-13 (resulting in another $35 NSF charge), ADP withdrew $25 on 5-24-13, ADP withdrew $95.03 which was supposed to be withdrawn from another company in the name of [redacted] J. [redacted] (NOT even our comapany)..again resulting in another $35 NSF fee, ADP withdrew $75 on 6-14-13 again in [redacted] J. [redacted] company name, resulting in a $35 NSF fee, ADP withdrew $25 again in [redacted] J. [redacted] comany name, resulting in another $35 NSF fee. We have not authorized any of these charges, and we are even having money taken out of our account that is for another person's company. We have requested from [redacted] repeatedly the money plus NSF fees returned to us. ADP has only sent a check in the amount of $195.03 dated June 21st. They still owe us $391.16. The total they withdrew was $411.19 plus $175.00 in NSF fees ($586.19) minus the check for $195.03 is $391.16. We have emailed over the bank statements to prove this to them. [redacted] has told us that the vice president or another manager will contact us, and they never have. I have called ADP recently and just found out the ADP dropped our account with out letting us know. [redacted] will not answer my phone calls, and we are still owed the $391.16 for which they took money out of our account without ANY authorization.Desired Settlement: We want a letter stating that no addtional money will be taken out of our payroll account, and that they cancel any business with us. We also want a check for $391.16 to cover the money in which they withdrew from our account plus the NSF fees that occured because of it.

Business

Response:

ADP has investigated complaint [redacted] issued by Mr. [redacted]. Our investigation indicated that an error was made with regards to the banking information associated with Mr. [redacted]' account at the time of account provisioning. While we provide industry-leading levels of accuracy for our Clients, this was an unusual situation where a manual input was made and the error was not subsequently detected in quality control processes that would typically correct this. On July 23, 2013 we contacted Mr. [redacted] to explain the root cause of the error and ADP's commitment to correct it. As per his request, we have confirmed that no further debit transactions will be made to his account. In addition, we issued a refund check for the associated debits and NSF fees. The check was sent via courier and received on July 25, 2013. [redacted] Implementation Executive - SBS South Region

Sent on: 7/30/2013 6:18:14 PM

Review: Buyer beware. Once again I've filed new paperwork with this company for payment on another claim. I received an email stating I would receive my payment on the 16th of the month. However, it is now the 20th and payment has not been processed. It seems the only way to get a response from them is to file a complaint with the Revdex.com. The don't reponse to any other queries and forget trying to get a straight answer on a phone call. I hope this is posted, so other consumer are notified about how horrible their customer service is. I would encourage you to find another company.Desired Settlement: An apology for all the problems they cause and for them to make sure that they actually make the payment they promised on the 16th. They really need to fix their customer service and delivery in a timely manner. It shouldn't take a month to receive payment when they can approve the claim in a matter of a day or so.

Business

Response:

ADP Benefit Services (“ADP”) is a service provider who contracts with employers to perform Consumer Health Spending Accounts (CHSA) administration services. These contracted services include processing participant spending account claims and reimbursement of only eligible expenses to the participant according to the client’s plan provisions and federal regulations. Reimbursements are funded by the client upon notification from ADP that an expense is eligible for reimbursable. ADP provides CHSA administrative services, as described, for our client; Mosaica Education, Inc. ADP is not the Plan Sponsor or Plan Administrator, in regards to the client’s CHSA plan. While Mosaica Education, Inc is the plan administrator, the Internal Revenue Service (IRS) determines the regulations by which claims must be adjudicated under the Commuter Spending Accounts. The participant’s account was reviewed along with the health FSA (flexible spending account) claims that were paid to her. It was noted that this payment was delayed due to the timing of the wire transfer of funds from Mosaica Education. The participant was emailed with her account balances and an apology that the incorrect payment date July16th was given to her by the ADP solution center. ADP also provided the contact information of a Service Delivery Manager should she have any future questions or concerns regarding her HC Flexible Spending Account. ADP apologizes for the misinformation provided to this individual.

Review: Jan 2015: Submitted the claim for 2015 payment (balance amount). No payment was made.

5/26 - called to follow up,talked to Joan who could not locate my info using employee ID or FlexID!

Refused to give my SSN over phone, transferred to Jessie before he could locate me.

Dissatisfied by the service, requested escalation to end this ongoing pain and frustration started last June!

Escalation dept. suggested re-submitting the claim fixing the end date (12/31/2015). Submitted the request.

Refer ticket number [redacted] and please resolve this for one last time.

5/28 8:50 AM PST – not seeing the claim online, called to follow up. Talked to Allen who could not see my claim! Requested escalation, talked to Lori Corvette from escalation. He could see the claim in the duplicate queue. Agreed to take care of it and call me once it is done.

6/1 – No update or online status. Called ###-###-####. Was taken to the survey. Took it and got disconnected.

Called again at 3:10 PM. Talked to Tina and asked for escalation. She transferred me, was put on hold for 20 minutes, taking to another survey (second one today!). After survey got disconnected.

Not sure anyone looks at the survey responses, especially the ones with the low scores they deserve for the terrible quality of their customer service?

6/3 – Got a US.mail with rejection letter! Didn’t make any sense.

6/4 8:10AM PST – Called again. Asked George to escalate. Talked to Tasha from escalation. Says, the claim is referred to the research team on 5/28? Will take 3-5 business days which is already elapsed? No more update, no estimated time? Won’t call back? Wants me to keep calling and checking? For what? To take more surveys? To be taken for more such rides? No online status?

Demanded further escalation and was taken to the team lead’s voice mail. Left a message. Waiting continues.

Every time they ask for number to leave a message. Never seem to use it or call? They need to fix their system with many issues.Desired Settlement: Need my claim reimbursed ASAP. Review and address the customer service related issues including fixing the system, process and people!

Business

Response:

ADP Benefit Services (“ADP”) is a service provider who contracts with employers to perform flexible spending account (FSA) administration services. These contracted services include processing participant FSA claims and reimbursement of only eligible expenses to the participant according to the client’s plan provisions and federal regulations. Reimbursements are funded by the client upon notification from ADP that an eligible expense is reimbursable. ADP provides FSA administrative services, as described, for our client, Sempra Energy. ADP is not the Plan Sponsor or Plan Administrator, in regards to the client’s FSA plan. While Sempra Energy is the plan administrator, the Internal Revenue Service (IRS) determines the regulations by which claims must be adjudicated under the health care FSA. We contacted the customer on June 5, 2015, who is employed by our client and spoke to him regarding his experience with ADP’s solution center and claims request. We acknowledged that he has had a frustrating experience . We explained that his Health Care FSA claim has not been paid because he has not provided sufficient documentation as required by the IRS for Health Care FSA reimbursement. We provided him with a direct contact at ADP to forward his claims documentation to, but he continues to submit the same documents which do not satisfy the IRS requirement. He advised that he is not willing to provide the required information, but still wishes to be reimbursed from his Health Care FSA account. ADP has discussed the issue with his employer and will be providing the customer an email outlining what is still lacking and must be submitted in order to process his claim., at which time his employer will step in to help him understand, if needed.

Consumer

Response:

I am rejecting this response because:The above is inaccurate and falsification of the fact by ADP to cover up their failure.After 6/5 contact, per request from the representative (Jamee), I contacted my dental provider and submitted additional proof which was denied by ADP on 6/9.Again contacted the dental provider and got the 'ortho contract' as required by ADP and emailed to them on 6/10. Talked to Jamee to make sure this is being reviewed. Jamee agreed to get back after reviewing the contract, am waiting to hear back since then!As evident, what was stated above is total distorted version and accusation by ADP to cover their incompetency and failure in addressing a simple claim request making it more complex than a Mars mission?Suggest them take a closer look at the following while making sure that my request is taken care of quickly.Here are some basic issues ADP need to address if they are interested in providing good customer service, exposed by my experience. I am taking time to document these so that it will help ADP and their customers. Feel free to contact me if you need details on any of these including possible fixes.1)Improper handling of calls by inexperienced, ill-trained representatives, sometimes even misleading and misguiding2)Ill-equipped process plagued by red tape.3)Name sake surveys that are not followed up?4)Extra waiting time for callers (10-30 minutes), dropped calls.5)Out sourcing of the call hanadling and the associated break downs6)Lack of easy status updates and the associated frustrations caused to the customers.

Regards,

Business

Response:

Dear Sir or Madam, Thank you for the opportunity to review this matter. After thorough research, we have confirmed that the complainant has appropriately been reimbursed of the funds disbursed from his Flexible Spending Account. We have forwarded the complainant’s inquiry to his employer who agree that we processed the claim appropriately. The document submitted by the complainant indicates he made a full one-time payment ($2,750) to his Dentist in July 2014. ADP reimbursed him $1,623.77 which was the balance in his 2014 account due to previous FSA reimbursements in the amount of $876.23. We have reviewed the complainant’s account and the documents that were submitted for substantiation and have concluded that ADP has paid his FSA claims appropriately according to the IRS regulation (Publication 502). The claim submitted this year for the balance $1,126.23 is not eligible for reimbursement because it was part of a payment you made last year. Publication 502 states the following: You can include in medical expenses only those amounts paid during the tax year for which you received no insurance or other reimbursement. Payments for loans or financial institutions are not eligible claims for reimbursements. We again thank you for the opportunity to review this matter.

Review: I have two hotels, one in Georgia and the other Kansas. On my first payroll, my employees could not cask their checks because Ja Macatangay, ran both my payrolls with the same check number. When I informed them of this situation, they told me that the only way to correct the problem was to write in house checks even though they had already debited my account for the funds and the error was ADP's, not mine. I explained this would not work because I am not in the same state as my hotels. After 5 hours, they finally agreed to resend payroll the following day. They never did and my employees did not get paid until the following Tuesday. ADP debited their fees from my bank account the next day but my employees had not even been paid yet. The next payroll was still incorrect and I had to call in and have them resend my payroll. After horribly dissatisfying they agreed to run my next two payrolls for free. The next payroll they still got it wrong and I had to pay extra shipping charges to correct the problem. They even debited my account for the fees even though they stated my next two payrolls were free. I sent an email to [redacted] when I first signed on with ADP and informed him that my previous accountant stated our taxes were due the following week and asked if we needed to pay them. He stated as of today, ADP is liable for all of your taxes. Well three weeks later I have received a letter stating that I owe more than $5,000 in taxes. I have not been credited back my monies for the fees I was charged, the shipping fees I incurred, and my money that they debit is sitting out in "limbo" and I am delinquent on my state and federal taxes. I have called [redacted], [redacted] and neither of them have been successful in helping me fix anything. I called today and explained I have been charged $119 and [redacted] stated they don't know why and they cannot explain why I was charged and they will try to get my money back, but my account is already in overdraft.Desired Settlement: I need someone to call me and explain to me why I have received such poor service and make sure my taxes are paid and up to date and I need a refund for my services.

Business

Response:

This letter is in response to the complaint letter, assigned ID of [redacted] for the client ([redacted] Management). As a Client Loyalty Team member, l have reached out and l have spoken with the complainant in regards to the stated matters. In regards to the delinquent taxes, an exact total of what is due has been provided to client. We currently await approval from the client to debit their account in order to pay the taxes on their behalf. In regards to the shipping fees and other payroll related charges, a refund has been issued for the agreed upon amount the client is due back. Other service issues with the processing and delivery has been discussed and a solution has been reached. l have addressed each stated concern our client had. From that positive dialog and action taken on the part of this organization, we were able to achieve mutual solutions for all parties concerned. As of today, the client has confirmed that all issues stated, have been resolved to their satisfaction.

Review: ADP processes the garnishments for my employer. I had to send ADP my head of household affidavit yet ADP still deducted on my check at 25% and also deducted for two garnishements on the same check when each garnishment is to run one at a time; when one is done then the other starts. After making a million phone calls and a complaint with the Revdex.com I spoke to [redacted] and he resolved the issue and refunded me my overdraft fees. Now on the last check of the year ADP has done it again. I have two garnishment deductions on my check and the one for which I have submit the head of household affidavit several times and should not even be on my check is at a rate of 25%. My bank releases my funds on Thursday night after 7pm. I get a slight credit because I am overdrawn. I then take out the cash and all my bills are paid on Friday morning via courtesy pay because with my income and household size I am living below the Missouri poverty line so far as my income goes. If the money is deposited on Friday, my account will already be overdrawn thusly making it impossible to get the funds and do what I normally do had this error not occurred again. I can send proof of my Thursday deposits. I am going through credit restoration and in an attempt to improve my credit, I opened three new credit accounts and 2 of the payments are due tomorrow and since I won’t have the money tonight as I normally do, I cannot pay them thusly causing a negative mark on my credit due to this repeated error. My 7 year old daughter has an infected abscess on her tooth and it needs to be pulled immediately and I rescheduled this for Friday not knowing ADP would mess my check up again and now I cannot get the tooth pulled and my same daughter also turns 8 on Monday and I can no longer buy her a cake for a small celebration.Desired Settlement: I want to be refunded for the fees I was accessed as a result of this repeated error.

Business

Response:

[redacted]Attn: [redacted]Service RepresentativeRevdex.com Complaint DepartmentRevdex.com of New Jersey1262 Whitehorse Hamilton Square RoadBuilding ASuite 202Hamilton, NJ 08690 Via online submission 1/12/2015 Re: Case No. [redacted] -Consumer: [redacted] 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 order interpretation and resolution turn-around times regarding the wages that were withheld from her paychecks. Although we believe the processing times were proper, we strive to answer questions and resolve errors 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 [redacted] (ADP GS) processes garnishment orders on behalf of many employers, including [redacted]. On or around 11/03/2014 [redacted] received an Order for Withholding of Wages from the creditor attorney in the state of Missouri. ADP [redacted] (ADP GS) processing set up the order at 10% in compliance with an existing Missouri Head of Household Exemption already on file. As [redacted] garnishments processor, ADP GS set up a withholding and withheld funds from the consumer’s earnings from 11/21/2014 for 106.52 and 12/05/2014 for 106.52. Through these withholdings a total of $ 213.04 was withheld.On 12/02/2014, another creditor garnishment, the same state was received and processed. Due to a processing inaccuracy, the start date was not pushed forward to the end date of the existing writ. As a result, 10% (155.88) and 15% (185.83) totaling to the aggregate amount of 25% of post-tax income was taken from her check.On 12/17/2014, the consumer contacted the solution center, and was advised of the payments, the corrective steps to correct, and a refund was submitted on this date. On the next calendar day, 12/18/2014, the consumer e-mailed the solution center explaining the situation, the solution center alerted leadership and our liaison with [redacted] of the situation. The consumer also claimed damages of $67.40, however due to one of the items being an undisclosed amount of interest, in which a business decision was reached to request $80.00. The consumer and the solution center were in contact via e-mail, and the initial refund for 185.83 was between 12/19 – 12/22 depending on the financial instruction she banks with. The processing time(s) to request careful review of a situation of this manner; can take between three to six weeks depending upon the severity of the issue. ADP was notified of the Revdex.com concern on 01/03/2015 – the consumer agreed to allow us to work with her to expedite these additional fees. We had confirmation from the consumer, that these funds were received prior to 1/11/2015. Upon review of the consumer’s complaint with the Revdex.com and our logs of the consumer’s telephone calls and e-mails to our call center, it appears the explanation provided to the consumer regarding the processing times in reference to reimbursement of fees could have been much more timely and consistent. Thus, the consumer appears to be extremely unhappy to later hear that although they were identified the initial issue, addressed the amount to make her whole, that there were some service issues that could have been handled more appropriately and with a possible higher sense of urgency.ADP GS acknowledges that our representatives could have been more helpful in delivering this explanation, taking more personal ownership of the issue, and responding to the consumea faster turnaround time. We will address this matter further with the appropriate parties for possible training and review. Ms. [redacted] has an open service request open with the ADP [redacted] (ADP r’s remarks with GS) to continue to monitor her account. Respectfully, /s/ [redacted]

Review: I order 2 Metro Cards from ADP every month. And for the Month of September, I did not receive my Metro Cards. I called ADP and they told me that they will ONLY reimburse me for my OUT OF POCKET expenses. That is additional from what they took out of my paycheck for the initial Metro Cards. They said that they have no way to prove that I didn't receive them. But I gave them 2 ways to verify. 1) they could have put a tracking number on the envelope and 2) they can check the Metro Cards to see if they were used at all or not. But they still refuse to refund me my money for the initial purchase for $95.24Desired Settlement: I would like to get refunded $95.24 for the 2 Metro Cards I NEVER received

Business

Response:

The participant was informed of the correct refund process 3 different times and was routed to a subject matter expert on ADP’s commuter benefit program. The RCF (Refund Claim Form) process states that the participant must purchase an exact copy of the pass that was not delivered. Instructions provided to PPT on 9/3 in response to the PPT’s e-mail. Since the PPT had already purchased a different pass then they were sent, ADP made an exception to reimburse the PPT for the money they spent on alternative passes up to the value of the original lost pass on. Communicated on 9/5. The PPT proceeded to purchase more transit fare on 9/9/2013 and submit a receipt. Check was mailed to PPT on 9/14/2013 for total amount submitted in receipts. The exception was covered under ADP’s one lost pass per year policy. The PPT is requesting to be reimbursed for more than the amount of the pass originally lost. Therefore the PPT will not be reimbursed for the additional $95.24 that they are requesting. The PPT could have been reimbursed up to $95.24 had they met the deadline and followed the process communicated to them. A check was mailed on September 14th for his out of pocket expenses.

Consumer

Response:

I am rejecting this response because:

What you don't understand is that my out of pocket expense is in ADDITION to what was taken out of my paycheck. So BESIDES for the $95.24 that was taken out of my paycheck, I went ahead and bought more Metro Cards which were reimbursed. So that means that I am still out the ORIGINAL $95.24 that was taken from my paycheck. Is this a better explanation?

Business

Response:

ADP has contacted the participant once again and explained the refund process to him. Currently, we have sent him a total of 95.24. The most recent check was overnighted to him and the tracking # indicates delivery has been made. The participant advised he will contact the Revdex.com and tell them the issue is closed.

Review: ADP is garnishing my check on behalf of my employer. I lost my job before I obtained the job where I am being garnished so I was aware of the garnishments. Because I knew the garnishment was coming, I called ADP and asked what I needed to do so far as submitting a head of household letter. I was told I could send in the head of household letter in anticipation of the garnishments. I sent in the letters. When the garnishment hit my check May 2014, 25% was deducted instead of the head of household 10%. I called ADP was told that they could not accept the head of household letter because the case # was wrong. Long and short, ADP mistyped the case # and rejected my head of household letter in error. Finally after rounds of phone calls my head of household letter was accepted and I had to wait for a refund. In the interim, I learned of another garnishment received for me by ADP. I was told I could submit the head of household letter for the second garnishment that would begin once the first one ran its course or was satisfied, which ever came first. Yesterday, August 14 2014, I had TWO garnishments on my check. A deduction for BOTH of the garnishments totaling close to $400. I called ADP and was told they did not know how it happened. But here I am once again SCREWED. I received $60 in overdraft fees due to the shortage in my check and I need ADP to give that money back to me for their error they keep making and don't know how or why they keep jacking up my check.Desired Settlement: I need my overdraft fees refunded back to me for a total of $60 and if it is sent to me in the form of the check, I need it to be $60 AFTER taxes and I need them to stop messing up my check.

Business

Response:

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]

Review: When I called in mid July to confirm that my claim had to be submitted by the end of July for my flexible spending account (#[redacted]), I was told by the ADP representative that this was not correct, and that I had until the end of the calendar year 2013. Based on this, I did not submit the claim. However, when I checked the account on 8/1/13, I was surprised to see that the accumulated funds in that account had disappeared. When I called ADP, I was informed that I had been given incorrect information; the claim had been due on 7/31/13. ADP told me that I was given the incorrect information because I had not talked to the Dependent Care group, but had relied on information provided to me by the Solution Center, who are apparently not qualified to give out that sort of information on Dependent Care FSA accounts. On 8/2/13, I was told to submit the claim anyway which I did along with all the necessary supporting documentation and it is this claim that was ultimately rejected. An appeal was filed, and this too was rejected. Neither rejection was accompanied by any explanation. When I called customer service for an explanation, I was told that I would have to speak to the Appeals Department. However, I was told that the Appeals Department did not, in fact, possess telephones and could not be directly contacted.Desired Settlement: I acted in good faith based on information provided to me by representatives of ADP; I should not be expected to ascertain which of their representative teams are or are not qualified to give me correct information, and it is fraudulent for them to profit from giving out incorrect information. As such, the claim was filed two days late, but should regardless be considered eligible. I expect the full amount to be credited to my account.

Business

Response:

The complaint has been presented and reviewed by the plan administrator, Total Source, for their review once again. The plan administrator has advised ADP their decision remains the same. The request is denied. A first and second level appeal was submitted to the client, Total Source, for their review and Total Source have denied both the first and second level appeal. [redacted] submitted a dependent care claim on August 2, 2013. The deadline for submitting claims was July 30, 2013. Call logs indicate Mr. [redacted] begin calling our solution center on 8/2/2013. ADP is not the plan administrator and consequently, is not authorized to make these determinations. 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.

Consumer

Response:

[redacted]

I am rejecting this response because:

ADP denies responsibility by pushing it off onto the plan administrator Total Source, which appears by any reasonable assessment to simply be part of ADP itself. The original incorrect information which resulted in the submission of claims being 48 hours late came from the ADP call center. It appears to be a convenient business model to give incorrect information on the phone, profit from that information, and then blame a third party administrator (which is part of ADP itself). If ADP is "not authorized to make these determinations", then the people at the ADP call center should, rather than give out incorrect information, point me toward the person within the conveniently labyrinthine company who would have the correct information.

Claim has now been forwarded to the New Jersey Division of Consumer Affairs.

Regards,

Business

Response:

We have reviewed our internal records and this participant was given information when he signed up for the dependent care FSA that the plan year ends on May 31 of each year and thereafter there is a 60—day runout period for all claims incurred during the plan year. We also send out notifications prior to the end of the plan year reminding participants of this rule and it is also included in the Open Enrollment materials for the next plan year which started on June 1, 2014. I have reviewed the internal notes as well and I do not see that he was ever given inaccurate information. We must follow our plan rules and this claim was not submitted prior to the end of the run out period so it should be denied. The FSA solution center [redacted] reviewed the call logs and this ppt was never given incorrect information

Review: ADP has been contacting our office for more than 6 months with solicitation phone calls regarding our payroll services. As we are happy with our current vendor I have asked the callers to please stop contacting us to no avail. Calls continue on at least a biweekly basis and have gotten to the point of harassing. Each person that calls tells me "this is the first time I have called you". This is an unacceptable business practice and needs to be stopped.Desired Settlement: STOP THESE PHONE CALLS!

Business

Response:

Thank you for the opportunity to review this matter. After thorough research, our records show that the complainant’s request to discontinue contributions to the Commuter Spending Account effective 01/01/2016 has been updated in our system. The complainant has a remaining balance of $323.25 that can be used for any eligible transit expenses incurred. Per IRS regulations the funds in this account are not permitted to be reimbursed. Rather, these funds have been placed on a Commuter Debit Card for the complainant’s use. This card was issued to the complainant on 12/19/2015 and mailed to the address on file. The complainant advised that she mailed this card back. The complainant may contact our Participant Contact Center at [redacted] to request another card be issued for the use of her funds. We again thank you for the opportunity to review this matter and look forward to assisting in any way possible.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:It has absolutely nothing to do with my complaint which was about harassing phone calls received from representatives of the payroll service ADP. Attaching this response must have been done in error. Please advise.

Review: In late 2014 our company was in search of a new payroll processing company. One of the providers we spoke with was ADP, and I was working with a sales rep by the name of [redacted]. I do not know which office he works out of and we never met in person. All communication was over the phone and via email. After gathering information from maybe 3 or 4 companies and comparing the pros and cons, we decided to move ahead with ADP.

During the conversations I have with [redacted] I asked no fewer than 2 times which services would be included in my package, and even listed the individual services I was seeking. We were seeking a company to fully take over our payroll processing, which was currently being handled by a local accountant. This was to include processing and direct deposit of payroll, calculation and payment of federal, state, and local withholdings, as well as withholdings for unemployment and workers comp. There were a total of 7 items I listed for him. He confirmed on at least 2 occasions that yes, all the services were included.

We began to use their services for payroll in early 2015. Around September, 2015 I received a notice from the state Bureau of Workers Comp (state of Ohio) stating that payroll data had not been reported to them. I followed the steps provided by ADP to email "tax notice forms" to them for review and was advised I would receive a reply within 72 hours. A week went by with no reply so I called them.

I spoke with a rep named Robin who said they don't do workers comp for Ohio. She transferred me to a customer service rep named Amy, who was very apologetic about the situation, but offered no resolution other than I could add a $14 a month package onto my processing to handle workers comp. I repeatedly advised her I have emails indicating this was to be included, and she again apologized.

I also received a followup in regards to a survey I completed, and again I received and apology but no resolution to the false information.Desired Settlement: ADP needs to provide the services that I thought I was getting when I signed up. We probably would have selected another vendor had we known this was not going to be included, as other vendors DO include this in their packages, and not for $14 more per month. My desired outcome is for ADP to cover my cost of having workers comp processed by my accountant (a cost of about $75 per 6 month period) or provide me with an ongoing $14/mo credit to offset the cost I will incur by having ADP process the workers comp as they were supposed to. I also expect an apology from the sales rep that clearly lied to me to get my business, and has since declined to respond to email inquiries (highly unprofessional in my opinion). It just makes him look like a shady salesman which reflects poorly on ADP.

Review: I had placed an order with [redacted] and used my [redacted] to pay for the order. A few hours later, I cancelled the order. [redacted] accepted and processed the cancellation. [redacted] refused to release my funds, stating that [redacted] still had the order in pending status. A call to [redacted] later brought to light that not only had the order been cancelled they had never received any payment for the order, being that order was cancelled so quickly--before the item had shipped. [redacted] insisted that the problem was on [redacted] end and that [redacted] still had the order as pending, even though I told them that I had the email confirming that the order was cancelled.[redacted] asked that I have [redacted] FAX them a letter on their letterhead, asking for my full name, last 4 digits of my card, the date of the transaction, the amount of the transaction and authorization number, why the hold needs to be released and A PROMISE THAT THEY WOULD NOT CHARGE THE CARD FOR THE AMOUNT! They also said that it takes 7 days to process. Then they changed their story to 3 days, both pending the receipt of the fax from[redacted]. I called [redacted] AGAIN, explained my situation and [redacted] responded in amazement with "Why would we send a letter to anyone for a payment that we never received." They then suggested I send the cancellation email to[redacted]. When I offered to forward via email, ,the cancellation notice, they insisted that faxing (In this modern age) was the only method. I explained that I did not have access to a fax machine and did not feel that I should have to pay for a fax to get MY OWN money. They also reinforced the 7 day wait. I then asked if they would keep my money forever if I cannot fax them and they said that they would release my money in 7 days. So why do I have to fax if no matter what, I will have to wait 7 days?

The customer service with this company is dreadful! They are incapable of addressing matters on an individual basis and only repeat policy over and over.Desired Settlement: I want my money returned and for having to make all the extra phone calls, trying to correct their issue, compensation of some kind.

Business

Response:

November 3, 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 October 26, 2014 filed by[redacted]. [redacted] ([redacted]) 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 Mr. [redacted] account, ADP confirmed that on October 25, 2014, Mr. [redacted] contacted customer service regarding a pending transaction on his Prepaid Access (payroll card) account ending in[redacted]. The pending transaction was for an online purchase made at [redacted] for $139.55. The transaction hit the pending status in the [redacted] system because the merchant submitted an authorization request for the transaction on October 24, 2014. In reviewing Mr. [redacted] account, the transaction from [redacted] was still in a pending status on October 25, 2014, despite the information Mr. [redacted] received from [redacted] that the transaction was voided. When a transaction is in a pending status in the [redacted] system, a corresponding amount on the card account is put on hold, which reduces the available balance on the card account, until the merchant either properly reverses or settles the transaction. If the merchant does not properly reverse or settle the transaction, the transaction will remain in a pending status for 7 calendar days, which is the card industry standard for online (card not present) purchase transactions. At Mr. [redacted] request, he spoke with a supervisor as he did not feel the transaction should still be in a pending status if the transaction was voided by the merchant. Because [redacted] had not properly revered the transaction in their system, Mr. [redacted] was instructed to send in a letter of release for the hold from [redacted] as proof that the transaction was voided. On October 27, Mr. [redacted] again contacted Customer Service stating that [redacted] refused to provide a letter requesting release of the hold and he wanted his funds to be made available to him. To resolve the matter, ADP released the hold in good faith without having received the letter. Mr. [redacted] was notified that the hold had been released and his funds were available to him. I hope this response adequately addresses the concerns of Mr. [redacted] and the Revdex.com. Should there be any further questions, please feel free to contact me directly. Sincerely, [redacted] ###-###-#### Ext. [redacted]

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Description: Payroll Service, Insurance - Employee Benefits

Address: 2979 Triverton Pike Dr Ste 20, Fitchburg, Wisconsin, United States, 53711-7506

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