Craig Gouker Roofing & Home Improvements

ADP Benefit Services (“ADP”) is a service provider who contracts with employers to perform Commuter administration services. These contracted services include processing Commuter claims to the participant according to the client’s plan provisions and federal regulations. For Transit eff 1/1/2016...

participants can no longer submit claims and only have the card to use. ADP provides Commuter administrative services, as described, for our client, the Complainant’s employer. ADP is not the Plan Sponsor or Plan Administrator, in regards to the client’s plan. While the employer is the plan administrator, the Internal Revenue Service (IRS) determines the Commuter regulations. ADP migrated all clients to a new system, this required the system to be shut down for a period of time to ensure all data was transferred with no interruptions to the data or funds. ADP sent several communications that went out to the main client contact, as well as any participants with an email on file. We communicated to the client that anyone missing an email address would need to have one loaded in order to receive communications. The complainant has an email on file and our records indicate communication was sent to this email address. The client transitioned during March and went live on the new system effective 3/17/16. Prior to that ADP provided client communication and participant communication (noted below) starting in Jan 2016. 75-Day AVM/Webinar: 1/4/16 60-Day Client Notice: 1/18/16 45-Day AVS Notice: 2/2/16 30-Day Client Notice: 2/17/16 14-Day Client Notice: 3/4/16 Go-Live Notice: 3/17/16 The participants including the complainant were sent an email on 2/2/16. Participants can call the number on the back of their cards to find out the balance of that card (old card or new card). The “old” cards will remain turned on until 4/30/16. For balances left on the “old” cards as of 5/1/16, those funds will be transferred to the new wire commute site but not in time for the June benefit month but rather for the *July benefit month. *Legacy Wired Commute CheckCard balances cannot be moved until after the 2nd order window under the new systems Wired Commuter has closed. 5/2/16 (3:15 pm EST) – participant was called and explained the above process regarding the transition. His employer was provided transition information going back 75 days prior to the transition. In the participant communication it clearly states “These balances may take up to 60 days to post to into your new Parking or your new shopping card for Transit.

Hello [redacted], I'm sorry for the trouble you're having. I have escalated your case and a team member will be contacting you to over your concerns. Thank you

In order for me to assist I need additional information. Company code, region, company name all as they appear on ADP documents are needed so that I can further research.

We thank the Revdex.com for bringing the above-referenced matter to our attention.  We regret that the consumer may have had an unsatisfactory experience in seeking an explanation of the processing times regarding the wages that were withheld from her paychecks.  Although...

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

We have spoken with our client and the Louisiana Workforce Commission and have processed needed amendments to have the issue corrected. Louisiana has indicated it could take 2 weeks to process the amendment on their system so we have assigned an associate to monitor the status of the amendment and...

provide updates to the client on a weekly basis until it is resolved. We will post a further follow up once the issue is completely corrected.

At this point you will need to work directly with our Tax Team on any amendments to get these corrected.

Based on our investigation, it appears Ms. [redacted] attempted to process an ACH payment using the Routing and Account number for her Prepaid Payroll card. On November 22,2017, the ACH debit payment was returned as it is not permitted on the card.
On November 28,2017, ADP spoke to Ms....

[redacted] briefly regarding this matter. We were unfortunately unable to reconnect with her at further length until today, Friday Dec 1.  At which time, Ms. [redacted] confirmed that the issue with merchant Vanguard has been resolved.  However, she had not received any of the informational e-mails sent to her earlier in the week, as she is currently locked out of her account. Ms. [redacted] provided ADP with an updated e-mail address and requested that we re-send the information required to log onto the consumer website.  This has been completed as well as additional details on how to use the bill pay feature.
Ms. [redacted] has direct call back contact information for our paycard team, should she need any further assistance logging onto the website and/or using the bill pay feature. We will follow up with her as well, to ensure she has accessed the consumer website successfully and to ensure all of her additional concerns are addressed.

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

As mentioned previously the only solution I was seeking was to make sure other clients will know what happened to me and think twice before they use their services.  I still would like to see my complaint posted for other Customers to see.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:The business did refund me, however, they did not address the fact that their false charges caused me over $250 in overdraft fees that they need to reimburse to me.

I have asked our COBRA Service Team to research and resolve with the employee. They will be reaching out shortly and once we have resolution I will respond to this case.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
The missing forms were emailed to me and I was told they were filed with the IRS. As long as the IRS accepts the forms - this will take 6-8 weeks - I believe this matter is closed. If the IRS rejects the forms, for whatever reason, I can simply reopen the complaint. Thank you for your help with this matter. It's sincerely appreciated. 
Regards,
[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the...

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

I have requested the Wage Garnishment Leaders review and resolve for the employee. I will also respond here once resolution has been reached.

have spoken with the complainant and they have responded with the following:Please let me know if I need to do anything further to close this out or if you have any questions. Thank you  Hi, [redacted] I really appreciate your concern. I realize that large companies often have...

little control over the personnel and processes that are in place. Isolated incidents happen, but I was partially at fault, too, by not familiarizing myself with the procedure. The issue is closed as far as I'm concerned, and no resolution is required.  Thanks for your help! Cheers,

Business Response to a ComplaintComplaint ID#:[redacted]Company Name:ADP Payroll ServicesCompany Contact:Nidia E[redacted]Company Phone:[redacted]Company Email:[redacted]Person Who Sent the Complaint:[redacted]Staff Member:[redacted]Response:Upon review of our client’s account,...

we find that 3 credits were processed (in the amounts of $200.00, $17.04, and $14.64). These credits were posted to our client’s account on or about February 19, 2015. We further audited based on this inquiry and located an additional credit of $45.53 and $66.34, which will be available to our client on or about 4/3/2015. Our client also confirmed receipt of the $200.00 check issued to [redacted] from our [redacted] IRA department. We believe that this rectifies the matter in full. We have reached out to our client [redacted] [redacted] to confirm this on March 26, 2015 and our client is in agreement.

I have sent a request to our Paycard team to research and respond. I will follow up here.

Complaint: [redacted]
I am rejecting this response because:  no resolution has been achieved between ADP and myself.  I get a phone call once a week and am given paperwork that I need to review and provide...

documentation for. Provide info verifying their info is incorrect and keep pulling funds out of our account and no one know why these funds are being withdrawn.  Extremely frustrated.
Regards,
[redacted]

Company code [redacted], for [redacted] in San Francisco, California.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted].  They mentioned that they will investigate and revert back to me.  I will give it a day or two, while waiting for the results of the investigation.
As I mentioned earlier, I have a lot of unpaid bills because of this garnishment,
Regards,
[redacted]