Initial Business Response /* (1000, 10, 2016/10/07) */
Wagepoint Payment Services Inc.
October 7, 2016
Revdex.com: Case # [redacted]: [redacted]
Wagepoint Response
The customer contacted Wagepoint (WP) to let us know that she had applied for the necessary state tax ID. When she submitted it, it was...
forwarded to the tax payment agency that WP works with in order to update their system. However, the customer did not inform us that we had to submit the 4th QE return for 2015, which is why it was not filed (to avoid double submission). Some WP customers, especially those who begin service mid-quarter decide to do submit themselves, which is why we need to be informed if that isn't the case. In March, we were contacted by the customer and she stated that she hadn't actually filed the return, so we asked our tax payment agent to do so on her behalf. We acknowledge that the agency caused some delays - and we have taken corrective action to make ensure that does not happen in the future. However, when the agency did file the return, they found out that the customer has filed it already - which resulted in a double submission.
Our comment about the UI rate is that not everyone has the same rate and any change from the default of [redacted]% has to be updated by the user, which this customer did after processing three payrolls.
While we can empathize completely with the customer, it should be noted that this situation was caused only during the setup time and for Q4 2015 and all subsequent QE reports that payments were made on time and accurately. Although we acknowledge some delays on our part and in particular with our payment agency, we also understand that some of it was caused by the customer's general lack of knowledge about payroll and what appears to be confusion around WP processes. At this point, we can confirm that the customer is not owed anything from WP and that all the subsequent filings have been made in a timely and accurate manner.
Additionally, WP would like to bring to your attention the reviews we get from other customers because at WP we take customer satisfaction and happiness quite seriously:
[redacted]
This situation is unfortunate and as mentioned we are taking corrective action to avoid further incidents like this.
Initial Business Response /* (1000, 10, 2016/10/07) */
Wagepoint Payment Services Inc.
October 7, 2016
Revdex.com: Case # [redacted]: [redacted]
Wagepoint Response
The customer contacted Wagepoint (WP) to let us know that she had applied for the necessary state tax ID. When she submitted it, it was...
forwarded to the tax payment agency that WP works with in order to update their system. However, the customer did not inform us that we had to submit the 4th QE return for 2015, which is why it was not filed (to avoid double submission). Some WP customers, especially those who begin service mid-quarter decide to do submit themselves, which is why we need to be informed if that isn't the case. In March, we were contacted by the customer and she stated that she hadn't actually filed the return, so we asked our tax payment agent to do so on her behalf. We acknowledge that the agency caused some delays - and we have taken corrective action to make ensure that does not happen in the future. However, when the agency did file the return, they found out that the customer has filed it already - which resulted in a double submission.
Our comment about the UI rate is that not everyone has the same rate and any change from the default of [redacted]% has to be updated by the user, which this customer did after processing three payrolls.
While we can empathize completely with the customer, it should be noted that this situation was caused only during the setup time and for Q4 2015 and all subsequent QE reports that payments were made on time and accurately. Although we acknowledge some delays on our part and in particular with our payment agency, we also understand that some of it was caused by the customer's general lack of knowledge about payroll and what appears to be confusion around WP processes. At this point, we can confirm that the customer is not owed anything from WP and that all the subsequent filings have been made in a timely and accurate manner.
Additionally, WP would like to bring to your attention the reviews we get from other customers because at WP we take customer satisfaction and happiness quite seriously:
[redacted]
This situation is unfortunate and as mentioned we are taking corrective action to avoid further incidents like this.