Netchex

We have been a customer with Netchex for less than 12 months but have had multiple issues with their service. The site is not very user friendly and many of the pages that load are redundant of the previous one. There is no option on the Netchex site to request support. Once I was able to locate their support page via a Google search, the page requires you to log into your Netchex account in order to submit a request for your company. When you log in, you're taken to your account page - that has no way to submit a support request - so back to square 1. I have sent multiple submissions of various issues we've been experiencing but no responses for over a month. The poor reviews of their service are echoing the issues we have.

All of the issues for this have been resolved and communicated to [redacted].  She also confirmed that she is satisfied with the resolution.  Thank you.

Hi [redacted], My name is Chris R[redacted] and I am the customer service manager with Netchex. I am writing you today in reference to the customer service issues you recently reported related to your Netchex experience. I would first and foremost like to apologize that we made you feel as if we are...

leaving you high and dry and that we are trying to charge you fees for everything you may need from Netchex. That is not at all our intention. Second I would like to let you know that we have received the notices you sent to us from both the IRS and the state of MS. I spoke with Mary M[redacted] yesterday, 4/21, and she has confirmed that she has worked with Jade C[redacted] and that the MS notice has been resolved. We are also working with the IRS to resolve the notice you received. This notice is currently being worked by Jade C[redacted] and is Netchex case #[redacted]. I do need to point out that while this notice has been resolved for MS we have not closed any accounts. To avoid future notices you will need to be sure to close all accounts with every state (usually you will have two accounts per state - state income tax withholding and unemployement tax) as well as with the IRS. The agreements (power of attorney) signed with Netchex do give us the ability to file, pay and communicate with the agencies on your behalf but they do not give us the rights to open or close an account. This will need to be done by an authorized officer of the company. Finally, I would like to clear up our policy related to access to data in Netchex after your final payroll processing. We do terminate access to the Netchex application when payroll service is terminated. However, we do not ever purge the data stored in our system. Access to all employee data and reports can be purchased on a monthly basis at a rate of $3/employee ($100 minimum). This payment allows you full access to all of your data to pull and store as much information as is necessary. I apologize if we made you feel as if the fee was for each report. I would be glad to give you access to Netchex for one month free of charge to allow you to retrieve any information you may need. Please let me know if this is something you would like to take advantage of and I will re-instate your access. Again, I apologize that we left you feeling high and dry after closing your business. That was not our intention. We have worked with your team to resolve the MS notice and are working to resolve the IRS notice. We will be in touch as this progresses. If you need any additional information from our system please let me know and I will re-instate your access for one month free of charge. Also, please be sure to close all tax accounts no longer in use to avoid any future tax notices. Sincerely,Chris R[redacted]

Review: We were good customers of Netchex or years. We were happy with their service and told others about how happy we were. We sold our company as of the first of the year and told them we would no longer need payroll services in 2016. However there were things that needed to be done to close out the year. The minute we told them we would not be using them in the near future they closed our account and started trying to charge us 100 for each and every thing we needed to get the year end closed. Today I received letter from the IRS saying they did not send out a payment that they were required to send. They never communicated with us to let us know what was needed to close out the end of the year and make sure we were in compliance, they just shut our account down. Never have I had company just leave us high and dry and charge us $100 for each and every thing we asked for, even a copy of a form once we figured out ourselves how to close out the year. I am very disappointed in how they handled the situation and now I have a tax problem because they did not fill out the forms and send the correct amount in as they were supposed to as our payroll company. They were supposed to finish out 2015 and they left us high and dry.Desired Settlement: Open the system and close us out with Mississippi for 2015

Business

Response:

Hi [redacted], My name is Chris R[redacted] and I am the customer service manager with Netchex. I am writing you today in reference to the customer service issues you recently reported related to your Netchex experience.