APC Contractors

This business response was received by Revdex.com via email and is a copy/paste by staff member **; please also refer to the attached documentPayroll Solutions [redacted] *** ** [redacted] [redacted] February 27, 2018COMPLAINANT: [redacted] ***Client ID: # [redacted] DATE OF SERVICE AGREEMENT: September 23, RESPONSE TO COMPLAINT [redacted] is a payroll contact with [redacted] , who began processing with Heartland Payroll in September Elliot states that there has not been any appropriate follow up to his requests Heartland has thoroughly investigated this matter and the Santa Ana Payroll Director has reached out to [redacted] this afternoonViviana, payroll supervisor, and Christine, credit manager, both have been in communication with the client The account, [redacted] , was placed on a Wire Prior status due to a history of Non-sufficient funds when attempting to debit the fees for processing Elliot requested to pay fees in advance of billing to avoid future occurrences The request has been denied because we have no system in place to manage monies held for future processing All clients are required to remit fees via the standard direct debit billing method We do value the business and have worked diligently to address possible solutions to [redacted] that would allow a smooth payroll experience and avoid delays in the employees being paid The account manages their own tax liabilities and typically pays employees with live checks therefore, the only direct debit deduction from Heartland is for invoice billing Heartland does understand the added stress and burden to the company when payroll is not processed timelyThis has only occurred when the account has been placed on hold due to invoices not paid Heartland has not ignored the request nor wished for [redacted] to terminate services The request to make advanced payments is simply not a viable payment option Heartland has a record of instances since November where the direct debit has come back as non-sufficient funds The client was not put on a wire prior status until February which was quite lenient considering the history of his returned debits We did work with [redacted] repeatedly and have been fair in the assessment of the account Elliot is understandably frustrated by the inability to make pre-payments for processing fees We can understand his desire to do so and would happily oblige if we had a system in place to manage such an option DISPOSITION OF COMPLAINTAllen, Payroll Director, spoke to [redacted] today in an attempt to find a workable solution Allen graciously convinced the credit manager to lift the wire prior restriction for Bespoke as a courtesy with the understanding that should another insufficient funds return occur then a permanent wire prior requirement would be placed on the account without exception The invoice with the cash requirement can be obtained online as soon as the payroll processes to further support this action Heartland has carefully reviewed the details surrounding this complaint The issues stem from late payroll processing related to NSF for invoice payments We understand the frustration for the business and have been willing to find a reasonable solution Heartland Payroll is committed to follow through and exceptional client relations which should translate to a responsive, timely and accurate payroll and tax experienceHeartland strives to ensure that the payroll experience meets client expectation Heartland empathizes with Elliot’s concerns to be assured that employees are paid timely We are confident that Elliot will manage the billing successfully moving forward and processing can proceed as needed Please feel free to reach out to me directly with further inquiries or questions We appreciate your time and attentionJennifer S [redacted] Sr Director of Operations, Client Support Heartland – Payroll SolutionsA Global Payments CompanyP [redacted] heartlandpaymentsystems.com

[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 12165935, and find that this resolution is satisfactory to me. Regards, [redacted] ***