ADP, Inc.

Review: ADP,Inc Flexible Spending Account service acts very unprofessional and has bad business ethics.

During 2013 I had ADP Flexible Spending Account (FSA) supported by my former employer.

On November 7, 2013 my job was terminated and my employer provided me with [redacted] ([redacted]), so I could continue the related services. I enrolled for the FSA (ADP) [redacted] plan and I made a payment of $169.99.

During my FSA [redacted] enrollment period I had a dentist work done costing me around $ 2000. So I made a claim to ADP FSA to collect my savings. I expected to receive from ADP FSA $ 315.94 +169.99, this amount was left on my account.

However, ADP rejected the claim telling me that my [redacted] FSA enrolment is not on their records.

They are ADP [redacted]. During numerous phone conversations and emails I politely asked FSA ADP to contact my [redacted] ([redacted] Guard) in order to verify my FSA enrollment. They either ignored me or told that I have to contact [redacted] Guard by myself to fix their ADP [redacted] records . This does not make any sense, since I have no control on how ADP keeps the records.

Finally I obtained the [redacted] Guard certificate which clearly stated that I have FSA (ADP) [redacted] plan with the proper dates.

I emailed this document several times to ADP, but it was totally ignored. They started a formal escalation and did not do anything to solve the issue. Without my requests, ADP never got back to me. Each time when I have requested the status of the issue, their emails were meaningless, repeating the same words that they need another 7 -10 business days to investigate.Desired Settlement: I want to collect my FSA savings of $485.93

Business

Response:

Sergey Golubev has a termination date on his HC FSA account of 11/15/2013. ADP will only process claims that are incurred on or before the termination date of 11/15/2013. Our client, IMPACT medical or their [redacted], [redacted] has not advised ADP this participant elected to continue his FSA through [redacted] nor advised of his [redacted] paid thru date. ADP does not collect the [redacted] premiums for FSA. We are notified of [redacted] continuation and the PTD from the employer or the [redacted]. If we have not received this information, we will not process any claims after the termination date. ADP has contacted our client, IMPACT Medical, to obtain this information; however, we have not received a response as of 3/28/2014. Thus, we cannot process the claims. ADP Benefit Services (“ADP”) is a third party administrator that provides FSA administrative services for our clients. IMPACT Medical is an ADP client and contracted with ADP to provide FSA administrative services to their employees. As a vendor of IMPACT Medical, ADP does not make any plan decisions on behalf of the client. Since we have not received the [redacted] continuation information from IMPACT Medical, we cannot process the claims.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

My original complaint said that 1) ADP ignored the documental proof from [redacted] that I have [redacted] FSA account 2)ADP did not contact directly [redacted] to verify the information. 3)They have a terrible customer service.

ADP still did nothing in direction to resolve the complaint.

Instead of directly contacting the [redacted], ADP contacted my former employer, IMPACT Medical. I left the IMPACT on Nov 7 ,2013. IMPACT don`t have an information which [redacted] plans I selected then for continuation of healthcare coverage under the [redacted].

The ADP`s statement that “… [redacted], [redacted] has not advised ADP this participant elected to continue his FSA

through [redacted] nor advised of his [redacted] paid thru date » is not true.

I believe that [redacted] notified ADP several times regarding my election to continue [redacted] FSA (ADP). Because ADP had denied this fact, I asked [redacted] to give me an official document to prove my [redacted] FSA election during Nov-Dec

2013 . They generated a certificate ( pdf file), which has the all related information . I forwarded this certificate

to ADP more than once.

I am attaching this [redacted] FSA election document/certificate to my response

Regards,

Review: This company was hired by my ex's company to handle wage garnishments. He is court ordered to have $1049 taken out of each of his two paycheck a month. They have been deducting only $595 of each check since 11/27/15. They have made no contact with me ( the recipient of money) and have been holding money deducted from 3 of his paycheck sand refuse to send it to me. I have called them repeatedly about the inaccurate amount being deducted and their refusal to send me my support payments they just say that they are only taking 25% out his checks even though the court order states 50% and that they will hold deductions for 52 weeks before sending it. This money pays out rent. And is now 3 months past due. Also the total monthly amount is short about $1000 since they are taking out the wrong percentage.Desired Settlement: I want the percentage corrected. I want the money they have collected sent to me ASAP, and I want the additional money for the month of November sent as well. Total amount for November should have been $2098 they only deducted $595. They also only deducted $595 on 12-5-15 and $595 on 12-25-15 leaving $908 being owed for the month of December. I want this money sent to the address provided in the writ of garnishment immediately.

Business

Response:

I contacted the custodial parent on 01/07/2016 and advised her that we researched her concern and have addressed and corrected the issue with her support payments. Additionally, I reviewed with her that, as shared with her on her previous calls to our call center, ADP sent her a check on 12/28/2015 by regular mail for the amount of $1048.70, check #8365027 and that this check includes the partial deductions that occurred within the check dates of 12/11 and 12/24, 2015. The custodial parent confirmed that she has received check [redacted]. In addition, ADP has sent her another check via overnight courier for the amount of $1856.23 to compensate for the amounts that should of have been withheld going back to the date the support order was processed. I will follow up with the custodial parent today, 01/08/2016, to provide her a tracking number for this check. ADP has apologized to the custodial parent once more for any inconvenience this issue might of have caused her and invited her to get in touch with me should she have any other questions or concerns with which I may be able to help her. We will work to ensure the custodial parent does not have any further issues with her support order attributable to ADP.

Review: ADP now manages my employer's 401k plan. I had a loan out and I sent a $15750.00 cashier's check to the address on their "Loan prepayment form" to the address specified. They received the check, but did not deposit it into my account as intended. The check cleared their bank however, although when I asked the 401k advisor to check on it, he was informed that they'd "hang on to it" until it was closer to the payoff amount in about a month, by virtue of my payroll deductions. The loan balance was not decreased during this time, mind you - they continued to charge interest on the outstanding amount as though I had not made that payment, though it sat in their account the whole time.

I resolved this by sending them an additional check ($251.76) to bring up the total to the payoff amount.

If I had paid less, they would have kept my money for months, or possibly years, while I paid interest - even on the amount I'd paid - and enjoyed a fee-free, interest-free loan from me, against my will. Nowhere did it say that prepayment could not be accepted. In fact, the form was titled a prepayment form. They also did not inform me of this policy after they put my money in their own account. I checked my balance and inquired. I was not contacted by them. I was careful to check both because it's a large sum and because I've had issues with them in the past holding onto money needlessly. My Dependent Spending Account reimbursements used to be paid promptly on payday. Now ADP takes money from my check on payday and doesn't process the reimbursement until a week later, despite the fact that I always have my claims ready and waiting beforehand and they handle all HR for our company from paychecks to DSA to 401k.Desired Settlement: I'd like these unfair practices to stop, and to have my claims and payments processed promptly. Otherwise, what should be a service that helps me and my employers other employees be productive actually becomes a distracting source of worry.

Business

Response:

Regarding 401k Loan: Employee and Administrator mailed in a loan prepayment form that was marked up. Loan Prepayment form clearly asks the Participant and Plan Administrator to sign off on the fact that the amount on the certified check or money order matches the Loan Payoff Amount pre-populated on the form by ADP. ADP received the check (10/10) and the form and deposited into a non interest bearing account to await possible pending payments feeding in from payroll. Subsequent check was received prior to any attempted contact with client. From the Plan Administration manual: Checks received by ADP Retirement Services by 12:00 p.m. ET each business day will be sent to the Trustee for deposit and updated on the participant’s records within three business days. If a check is received without a properly completed loan payoff form, the funds will be deposited in the Lockbox in a non-interest bearing account. An attempt will be made to contact the Participant or Plan Administrator to obtain the required form. If ADP Retirement Services does not receive a properly completed form within 30 days, ADP will return the funds to the participant. From ADP Totalsource regarding Dependent FSA issue: According to Flex site all the claims pertaining to Dependent FSA have been paid out via direct deposit on a timely manner. As you are aware with Dependent FSA the funds need to reflect with Flex Direct in order for claim payments to take place. The only payment contribution that has not yet posted on Flex site is the one for 10/31 pay date. The file that I just ran on Monday captured data from 10/25-10/31. It is a timing situation because the client may have processed payroll later and the file will not pick up that payment contribution until next week’s file. Flex is currently reflecting claims paid out in the amount of $1,875.06, which matches the YTD payment contributions.