Heartland Payroll Solutions, Inc.

Good Afternoon;I thank you for reaching out to Heartland!!~ I have forwarded your complaint for #*** - *** *** / *** *** *** ***., to the processor for handling Please allow Heartland business days to process this request. Respectfully,Albina
I***Senior Administrative Assistant877-729-2968, ext#

Good Morning;I thank you for reaching out to Heartland!!~  I have forwarded your complaint for #NP45 - Liron S[redacted] / 8 Circle Media LLC to our California office.  Please allow Heartland 10 business days to process this request. Respectfully,Albina I[redacted]Senior Administrative...

Assistant877-[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 12165935, and find that this resolution is satisfactory to me. 
Regards,
[redacted]

This business response was received by Revdex.com via email and is a copy/paste by staff member **; please also refer to the attached document. Payroll Solutions[redacted] [redacted]  **  [redacted]   [redacted]       
February 27,...

2018COMPLAINANT:                        [redacted]Client ID:    # [redacted]DATE OF SERVICE AGREEMENT:      September 23, 2016 RESPONSE TO COMPLAINT [redacted] is a payroll contact with [redacted], who began processing with Heartland Payroll in September 2016.  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 afternoon. Viviana, 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 timely. This 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 11 instances since November 2016 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 experience. Heartland 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 attention. Jennifer S[redacted]Sr Director of Operations, Client Support Heartland – Payroll SolutionsA Global Payments CompanyP [redacted]heartlandpaymentsystems.com

Good Afternoon; We have received your complaint #[redacted] for [redacted].   This complaint has been forward to the proper department for resolution. Please allow 10 business day for a response to this complaint  Respectfully,Albina I[redacted] Senior...

Administrative Assistant[redacted]

First, we apologize for any delay in responding to Mr. [redacted]’s complaint. We have recently discovered that consumer complaints were not being directed to the correct department. Mr. [redacted] complaint stems from the fact that his first payroll run was not processed satisfactorily on the April 7, 2017 check date. [redacted]'s company, [redacted], originally planned to move to Heartland Payroll in January 2017. They engaged [redacted] in October 2016 with the intention of moving from [redacted] to Heartland for a January start. Client has business called, [redacted], client ID [redacted].   [redacted] was understanding upset about what occurred in his first payroll run in April. There are several extenuating circumstances surrounding this account which we will provide. Please review the timeline below with a summary of events and communications from October 2016 through April 2017. We do not believe that Heartland Payroll acting irresponsibly or intended to put [redacted]/[redacted] in jeopardy. The details related to the April payroll are detailed below.     The new business application was received from the sales rep, David B[redacted], on 10/11/2016. The client provided David with a first check date of January 13, 2017 along with login information to [redacted]’s existing payroll provider to pull the necessary information to setup their account in the Heartland system.     Heartland approved the account on 10/19/2016 and assigned it to a New Client Specialist, NCS, Sandra C[redacted]. Sandra sent a welcome email to the client on 10/21/2016 introducing herself.   On 11/3/2016, Sandy emailed David, the sales rep, to request details in regards to a few employees retirement contributions as the previous login credentials were no longer valid. On 11/17/2016 the sales rep followed back up with Sandy with the information she requested.   On December 23, 2016 [redacted] emailed Sandy to inform Heartland that he decided to push his start date to the second payroll in January because he, [redacted], would be out to town for the first two weeks of 2017.   On 1/20/2017 Sandy followed back up with [redacted] recapping the conversation that their first payroll with Heartland would be for a check date of 1/27/2017. Sandy informed [redacted] that the [redacted] login credentials sent in October would no longer be valid. Sandy requested new log in credentials to pull the 1/13/2017 wages and tax liabilities to install into our system. Sandy further requested details on any new hires, terminated employees and any updated employee information to ensure all the employee information was accurate and up to date prior to the first payroll run.   On January 25, 2017, the client responded to an automated email in regards to processing his payroll and he said he is just not ready. [redacted] had already submitted payroll with [redacted] for the pay period. She also went on to explain that we are not able to login to the client’s [redacted] site, and that we still are in need of the missing payroll registers and updated information, before we are able to proceed with processing the clients first payroll with Heartland on 2/8/2017.   [redacted] and Sandy continued to correspond to ensure the payroll for February 3, 2017 was ready to process. During one of these discussions, [redacted] discovered that [redacted] would cut him off from any historical data once he terminated services. [redacted] then requested that he hold off switching providers until March. Sandy suggested that he, [redacted], wait until second quarter to allow [redacted] to process and file all of the first quarter payroll and tax filings. [redacted] agreed and followed up with updated login credentials to his [redacted] account.   [redacted] did process his first payroll with Heartland for a check date of 4/7/2017. On this payroll, there were three employees whose direct deposit information had changed and that Heartland was not made aware of. As a result these three EEs did not receive a direct deposit. The three employes impacted were Dawn C[redacted], Misty S[redacted] and Mary V[redacted]. No funds were lost to the client and the employees were paid by check. Another employee, Phoenix G[redacted], was paid incorrectly as her salary amount was increased without notifying Heartland. As a result we processed an additional payroll at no charge to the client to pay Phoenix the additional $242 she was owed.   DISPOSITION OF COMPLAINT   The desired settlement the client has requested was in reference to the billing fees on their first invoice. A conversion fee of $200 was part of the total $407.27. The remaining $207.27 was for the actual payroll processing, tax filing and shipping fees. [redacted] chose to terminate services with Heartland after the initial payroll run. As a good faith gesture, we will be refunding [redacted] a portion of the conversion fee of $200.00. A credit will be issued for $150.00.   Heartland has carefully reviewed the details surrounding [redacted] account. The errors that occurred in the first payroll in April were in part due to multiple changes to employee status that were not reported to Heartland. Initially the account was to be converted for a January start date and the delay was part of the challenge in ensuring all payroll data was accurate.   Heartland Payroll understands the frustration that comes with payroll errors such as employees not paid as agreed or the correct amount. We are sorry for any misunderstanding. Heartland Payroll is committed to follow through and exceptional client relations which should translate to a responsive, timely and accurate payroll experience. We want to ensure that the payroll experience meets client expectation. Heartland empathizes with [redacted]’s concerns in that he wanted to assure his employees would be paid accurately.   Please feel free to reach out to me directly with further inquiries or questions.   We appreciate your time and attention.   Jennifer S[redacted]Director of Operations, Client Support Heartland – Payroll Solutions A Global Payments Company [redacted]