Larry's Auto Lube

We have reviewed the supplemental complaint of Ms*** * ***, dated January 12, *** *** *** *** *ADP) provides our clients with an efficient way to pay their employees electronically, and a beneficial financial tool for their employees, through a *** branded payroll card
All prepaid cards are mailed to the cardholders with a fee schedule includedMs*** fee schedule provided her freeATM withdrawals at any domestic in-network ATMS (*** ***, *** ***, or *** ***, which she could locate on ADP’s website at ***, (which site is listed on the back of the pay card)and a $charge for any out-of-network ATM withdrawalsIt also states that other third parties, such as ATM owner, may charge additional feesIn reviewing Ms*** prepaid payroll card account, ADP was able to determine that on October 2, 2015, Ms*** contacted cardholder services a couple of times to inquire about ATM fees and locationsShe was informed of in network ATMs she could use for free access to her funds (in accordance with her fee schedule)Ms*** was also informed that she could log onto the consumer website to access the ATM locator which provides a listing of all in network ATMsCardholder services offered to locate the nearest in-network ATM machine and *** member bank (where she could also could obtain free access to her funds through an over the counter teller transaction)On October 6, 2015, Ms*** made an ATM cash withdrawal using an out of network ATM, which caused her to incur a fee in the amount of $On November 13, 2015, Ms*** contacted cardholder services and requested the prepaid payroll card be closedDuring this call Ms*** was informed that once the card is closed it can no longer be reactivated and the remaining balance on the card will be refunded after all transactions clear on the accountMs*** was told that in order to allow time for the transactions to clear, the refund will be initiated in daysOn November 23, 2015, a check in the amount of $was mailed to the Ms*** place of residenceOn December 1, 2015, Ms*** contacted cardholder services to inquire about the status of her checkCardholder services informed Ms*** that the check was mailed on November 23, and will take up to business days for deliveryOn December 11, 2015, Ms*** contacted cardholder services on December 11, 2015, stating that she hadn’t received her check and was asked to call back on December 14, if she did not receive the checkOn December 16, 2015, Ms*** informed cardholder services that she had not received the check and requested to speak to a supervisor with the cardholder services teamThe supervisor verified Ms.*** address and submitted an escalation requesting the check to be canceled and a new check to be issuedA second check was subsequently sent to her but based on our conversations with Ms***, as of January 20, 2016, she still hadn’t received that check eitherADP requested a stop payment on the second check, and had a new check issued and sent to Ms*** that day via *** overnight deliveryADP contacted Ms*** and provided her the tracking information in an effort to help her avoid any further delay or additional frustrationOn January 22, 2016, ADP reached out to Ms*** and confirmed Ms*** received the checkI hope this response adequately addresses the concerns of Ms*** ** *** and the Revdex.comShould there be any further questions, please feel free to contact me directlySincerely, *** *** *** *** *** *** *** *** *** *** ***

[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 ***, and find that this resolution is satisfactory to me
Regards,
*** ***

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, *** I really appreciate your concernI realize that large companies often have
little control over the personnel and processes that are in placeIsolated incidents happen, but I was partially at fault, too, by not familiarizing myself with the procedureThe issue is closed as far as I'm concerned, and no resolution is required. Thanks for your help! Cheers,

Paystubs are provided by the EmployerADP does not provided them directly to employees of clients for security purposesPlease contact your employer and request themIf they need help pulling the needed documents they can contact their ADP Support Team directly Thank you

I contacted the custodial parent on 01/07/and advised her that we researched her concern and have addressed and corrected the issue with her support paymentsAdditionally, 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/
by regular mail for the amount of $1048.70, check #*** and that this check includes the partial deductions that occurred within the check dates of 12/and 12/24, The custodial parent confirmed that she has received check ***In addition, ADP has sent her another check via overnight courier for the amount of $to compensate for the amounts that should of have been withheld going back to the date the support order was processedI will follow up with the custodial parent today, 01/08/2016, to provide her a tracking number for this checkADP 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 herWe will work to ensure the custodial parent does not have any further issues with her support order attributable to ADP

[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 ***, and find that this resolution is satisfactory to me
Regards,
*** ***

We have requested our service team look into this and will respond here

In our research it was determined that this was in fact an ADP error and the complainant is correctThe correct information was provided, however the employee’s SSN was keyed incorrectly causing the delayOne payment that was already sent to the Alabama SDU in the amount of $remitted on
07/03/We have also addressed retroactively for check dates 05/19/2017, 06/02/and 06/16/for a total of $which will remit on 07/10/This will make the recipient wholeWe do apologize for any distress this has caused

Hi, I am sorry for the frustrationsCan you please send the email you received to *** and *** so that I can help ensure it gets removed as quickly as possible? Thank you

We apologize if Ms*** is not happy with our responseSponsors of group health plans are required to follow the group health plan rulesIn the absence of plan permissible exceptions, we cannot allow a change unless there is a qualifying event

Complaint: ***
I am rejecting this response because: I'm dissatisfied with the service I received from ADPI twice called ADP for service, and was twice given incorrect/informationBoth conversations were tapped and can be reviewed for verificationADP failed me as a customer, and ADP should take responsibility for the actions of their employeesI was promised a full refund of my transit card balance, and I expect a full refund of my balanceADP should never have made this promise (TWICE!) if they were unable to deliver on it.
Regards,
*** ***

In order for us to assist we need the company name as it shows on ADP documents, company code and region and client contact name as it shows on pay stubsWe are unable to locate any information based on what was provided.Thank you

We have provided a credit of the fees and are working with the complainant to review why the fees occured

[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 ***, and find that this resolution is satisfactory to me
Regards,
*** ***

I HAVE ASKED THE service team to reach out to assist

Thank you for your feedback. We have investigated the concernIt has been determined that there was confusion regarding the type of business entity Ms*** has. Both Ms*** and the sales associate responsible have been contacted an ADP Sales Vice President

***, I am sorry to see the frustrationsOur relationship is with your employer and that means we are only authorized to speak with them directlyWhat you can do is ask your employer to contact their ADP Support Team to address and troubleshoot as to why you are having the issueHopefully
that will help resolve it for you Regards, ADP Social Care Team

Client code is #*** Midwest Region
Regards,
*** ***

Ms***, We do apologize for any concerns raised and for the lack of quality service you receivedWe have asked our service team to address with their associates for better service moving forwardRevdex.com we have done all we can both service and
product wise we can for Ms Eaton at this time and respectfully ask that this be considered resolved. Thank you

Hi ***, I want to help but need some information to do soPlease provide the name of your company, company code and region as they appear on ADP documents so that I can get our team involved in resolving this for you. Thank you