Paychex, Inc.

Thank you for your inquiry regarding [redacted]. Paychex takes complaints from our current and former clients very seriously, and we appreciate the opportunity to assist in the resolution of any disputes that may occur. According to our records, we were unsuccessful debiting funds from Mr....

[redacted]’s account on May 10, 2012, for payment of his April payroll invoice. As a result, we assessed a $60 nonsufficient funds fee (NSF). As a gesture of goodwill, we will issue a $60 credit via check, which will be sent to Mr. [redacted] at the address provided in his letter. If you require additional information or have any questions regarding this complaint, or Paychex’ resolution of this complaint, please feel free to contact me directly at ###-###-####.
Sincerely,
[redacted]
Executive Client Relations

Revdex.com:
I have reviewed the response made by Paychex in reference to complaint ID [redacted], and find that this resolution is barely tolerable to me and not worth further debate with Paychex considering the small dollar amount involved.  I appreciate Paychex responded to you (Revdex.com) after ignoring my complaint letter to them.  Paychex's response to Revdex.com gave more of an explanation than their original letter to me only listing 3 months of extra charges and saying I owe a balance.  Paychex letter to me lacked any explanation of why they made a mistake in the balance charged.  Their response to you was still missing the calculations I asked for.  Disappointing that an accounting business can not provide calculations..
Regards,
[redacted]

[redacted] called to say he has been refunded by Paychex and the complaint is resolved.

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I have drafted a letter, signed it and returned it to Mrs. [redacted] on 11/10/16. I still did not receive the refund. I just rd forwarded the email verifying I did this to [redacted]. They were committed to have me sign a letter that stated I must keep using their services or be held liable for an IRS delayed processing time.     Regards,
[redacted]

Please review the attached document. Kind regards,  Mieux Williamsen   Paychex Client Relations/Client AdvocateDear [redacted]: Thank you for your inquiry regarding our client Multi Media Agency. Paychex takes complaints from our clients very seriously, and we appreciate the opportunity to...

help resolve any disputes that may occur.Multi Media Agency purchased our HR Essentials product in 2016, but the company claims it has not received any services after the purchase. Multi Media Agency has asked us to cancel the service and refund the entire $2,898.82 it spent. I can confirm that as of today, February 8, 2017, we have canceled the service and issued a full refund of $2898.82 as requested. We apologize for the inconvenience and consider this matter closed. Of course, if you need further information, please contact me at 585-336-6533, or [redacted].  Sincerely,  Stella [redacted]  HR Advisory Services Supervisor

Paychex is in receipt of your letter and complaint from [redacted] with [redacted], Inc. Paychex takes complaints from our clients and their employees very seriously, and we appreciate the opportunity to assist in the resolution of any dispute.  Dr. [redacted] is requesting a confirmation of...

contributions made into her personal 401(k) account through employee deferrals and company match.  On June 28, 2016, Dr. [redacted] requested Paychex work with [redacted], her Financial Advisor. Paychex sent Mr. [redacted] and Dr. [redacted] an email on July 1, 2016, detailing 2015 contributions. We believe this issue is now resolved.  If you require additional information or have questions about this complaint, please feel free to contact me at [redacted].  Sincerely,  Dan [redacted] Client Relations Management

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.[In reading the reply from Ms. M[redacted] and PayChex, she states some information that is factually incorrect.  First, based on the first instance of incorrect delivery by courier and the exposure of my entire staff's personal information, we had mutually agreed to have ONLY Fed-Ex or UPS perform the delivery moving forward.  So, that in one reason I'm filing this complaint.  That mutually-agreed directive was violated on the very next scheduled delivery.  Secondly, it was already mutually agreed that a signature was mandatory from myself or my Office Manager for the delivery to occur.  The courier tried to deliver our paychecks to the same location as the previous error, and was only corrected by the staff at that facility.  The courier did not, in fact, uncover the error, the other office did and alerted the courier; however, that courier was NOT Fed-Ex or UPS, it was a small, local courier that was used, again, which was directly in violation of our previous agreement.  Third, the courier was willing to accept ANY signature, not the proper signature.
It is my perspective that Ms. M[redacted] can write well and knows what to say to try and have issues 'disappear', but the truth is, this issue was completely avoidable if PayChex used reputable courier(s) and couriers that are mutually agreed upon.  I feel PayChex did support the exposure of my staff's personal information, but that happened only after I pressed the issue hard to have them alleviate the situation they caused.  Ms. M[redacted] did not provide ANY support, in fact she acted like there was not much to worry about initially.  Not the position I think a Branch Manager should be taking with such a sensitive data breach.  Would she have appreciated her personal information to be handled that way?  Doubtful.
We accept the overall company's resolution, but the record must reflect the truth, which is written above and only partly apparent in Ms. M[redacted]'s official reply.  Our practice had to go back to the CPA firm who referred us to use PayChex (read: Went over Ms. M[redacted]'s position) to get real resolution.  The tell will be the next delivery, if it's done correctly this correspondence was worth the time.  If it's handled incorrectly for a 3rd time, we will have no choice but to stop using PayChex and, at least, this issue is public for others to view.]Regards,Dr. [redacted]

Thank
you for your inquiry regarding Dr. [redacted]. Paychex takes complaints from
our clients very seriously, and we appreciate the opportunity to assist in the
resolution of any disputes that may occur. I
apologize again for the acknowledged courier signatory error that occurred with
Dr. [redacted]'s payroll delivery. The mistake is undisputed, and we've taken
steps to update the delivery address name, obtain FedEx delivery, and print
required signatory instructions with every future delivery.The
couriers we use in the Sarasota area are reputable; however, I have also
requested Vendor Relations to review overall services to enhance other client
expectations going forward. We're committed to researching alternative delivery
methods such as FedEx or UPS at no additional expense to the doctor. We
did not commit to use only FedEx or UPS until November 5, when the decision was
made to use FedEx. Please
see the previous communications showing efforts beginning October 22, followed
by the final decision on November 5. These emails explain the steps taken as
addressed to Dr. [redacted] and his office manager, as well as many Paychex
employees engaged in the correction.Lastly,
as branch manager, I have taken this matter very seriously at every turn, have
included exception approval to pay for credit monitoring for each employee
potentially affected, and I personally initiated a security incident for
investigation, following it through to delivering the safeguard myself. Dr.
[redacted] has yet to acknowledge this service after multiple requests to confirm
receipt.I
too sincerely hope the FedEx delivery meets Dr. [redacted]'s expectations next
week. Had there been any more I could have done to prevent the initial delivery
and second signatory errors, I most certainly would have. At this point, I
believe Paychex has satisfied Dr. [redacted]'s concerns, and I will remain in
contact with Dr. [redacted] to be sure all issues are resolved. Of
course, if you require additional information or have any questions, please
feel free to contact me directly at ###-###-####, ext. 56600, or dm[redacted]@paychex.com.Sincerely,D.J.
M[redacted] Branch Manager

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
The statements made by Paychex are utterly false.  I did not refuse to complete the form they provided and have the e-mails to prove it.  See attached.  I requested the information needed to complete the form, which I clearly stated did not have access to.  Paychex refused multiple attempts to provide this information until this complaint was made with the Revdex.com.  Not until their abhorrent business practices were put on display did Paychex finally make an effort to remedy their mistake from two years ago.  Now they are attempting to slander me in order to cover up their bad business practices.  
Regards,
[redacted]

Attached is the signed agreement by the client for the package change and adding GL service.  These agreements do not have pricing on them and I did not see anything scanned into the system.  In the top left corner it shows the product the agreement applies to and you can see the client initialed next to GL to add that product as well.  Page 3, number 5 shows the details on reviewing documents within 3 days.  That is a tight time period so we have worked with existing clients if they catch something within a 30-60 day window and notify us we will honor the adjustment. Kind regards, Mieux [redacted]  Paychex Client Relations/Client Advocate

Please review the attached document. Kind regards,  Mieux W[redacted]  Paychex Client Relations/Client Advocate February 27, 2017Revdex.com, Inc.Thank you for your inquiry regarding our client [redacted], Inc. Paychex takes complaints from our clients very seriously,...

and we appreciate the opportunity to help resolve any disputes that may occur.We contacted Mr. [redacted] of [redacted] on February 21, 2017, to discuss the 401(k) plan. He informed us that he called Paychex Retirement Services around June or July 2016 to terminate the plan. Although we have records of Mr. [redacted] calling, we have no record of receiving completed termination paperwork.On January 26, 2017, Mr. [redacted] contacted us to inquire about the closure of the plan. We advised him that we never received termination paperwork, and the plan was still active. We received completed termination paperwork on January 26 and began the process of terminating the plan.Regarding his request for reimbursement of $1,152.00 in retirement plan fees, we advised Mr. [redacted] that we could discuss the matter further; however, we have requested a copy of the termination paperwork he claimed he sent in June 2016. Mr. [redacted] stated he would need more time to find a copy of that paperwork.We will continue to work directly with Mr. [redacted] about his refund request, and again the retirement plan is closed, so we believe the complaint to be resolved at this time.Of course, if you need further information, please contact me at ###-###-####, ext. [redacted], or [redacted]Sincerely, Jennifer M[redacted] 401(k)/S125 Client Product Relations Representative II

Re:                  [redacted] [redacted] Case #:            [redacted]Paychex is in receipt of your communication
dated 3/15/16, and complaint from [redacted]...

[redacted].  Paychex takes complaints from our clients and their participants very
seriously, and we appreciate the opportunity to assist in the resolution of any
dispute. Our client was charged the minimum policy
premium for his policy with [redacted] from April 16 through December 18, 2015. The
client was on our Worker’s Compensation payment service program, but didn’t
understand that his policy would still be subject to an audit regardless of his
chosen billing option, nor did he understand that he would
be subject to a policy minimum, which was disclosed clearly in
the proposal and the declaration pages of the policy. Since Mr. [redacted] did not process enough
wages to meet the policy minimum, the carrier added a charge at audit,
resulting in the client owing $570.00, in addition to the $25.00 owed for the
expense constant (carrier maintenance fees). Mr. [redacted] received a credit of $75.00
for deposits. The total earned premium was $1,350.00, minus
the total generated premium from his actual payroll $829.86, leaving
a balance of $520.14 for the policy. The client claims he didn’t receive notification prior
to the debit of $520.14.It is standard for Paychex Insurance
Agency to send out a final audit packet 10
days before the debit is made so the client may review and set up a
payment plan if needed. Mr. [redacted] didn’t receive the final audit package as
promised, so he was caught off guard by the charge. I apologized to Mr.
[redacted] that he didn’t receive the final audit packet; however, since
the policy minimum premium was disclosed in
the proposal document prior to the start of the policy, there
was no way it could be discounted or deleted. I offered to send Mr. [redacted] a copy of
the paperwork reflecting the policy minimum, but he was not
interested in receiving a copy, nor did he want to hear any
explanation of the charge.If you have questions, please contact me at
###-###-####, ext. [redacted], or [redacted]Sincerely,Jess L[redacted]Supervisor, Paychex Insurance Agency

Thank you for your inquiry regarding [redacted]. Paychex takes complaints from our clients very seriously, and we appreciate the opportunity to help resolve any disputes that may occur.  [redacted] requested a bank change that we entered incorrectly, resulting in a recovery issue for the July 1, 2016, check date. The recovery issue was still unresolved when the client cancelled Paychex services on August 3. Funds were then transferred from our Taxpay balances to cover the recovery balance in the client's account.  [redacted] was refunded and advised of her tax responsibilities on August 4. This was after taxes were due, which resulted in late federal and Georgia state income tax payments. Paychex will take responsibility for any penalty and interest assessed by the state of Georgia Department of Revenue for the June and July income tax liabilities originally due on July 15 and August 15 respectively.Regarding federal income tax liability date July 1, due July 7, Paychex will assume responsibility for any penalty and interest assessed by the IRS from July 7 to August 18 only. Paychex will not take responsibility for any penalty and interest accrued after the refund was issued and received on August 18.   We believe this situation to be resolved. If you have questions, please contact me at 678-354-7776, ext. [redacted].  Sincerely,Cheri [redacted] Branch Manager

Thank you for your inquiry regarding our client [redacted] Paychex takes complaints from our clients very seriously, and we appreciate the opportunity to help resolve any disputes that may occur.We contacted Ms.[redacted] of [redacted] on February 28, 2017,...

to discuss the Employer Shared Responsibility (ESR) requirements. She informed us that their email server was blocking Paychex emails. This has now been corrected and Paychex ESR Supervisor, Carol R[redacted] is working with Ms. [redacted] on the form 1095C corrections.Ms. [redacted] communicated (attached) that she would be removing the Revdex.com complaint.Of course, if you need further information, please contact me at ###-###-#### or email at [redacted]Sincerely, Mieux W[redacted]Paychex Client Relations/Client Advocate

Thank you for your inquiry regarding [redacted]. Paychex takes complaints from ourclients very seriously, and we appreciate the opportunity to assist in the resolution of anydisputes that may occur.We have reviewed the details of Mr. [redacted]'s complaint at our corporate office, and...

willcontinue to monitor this client's account to avoid a recurrence of these events.If you have questions or need additional information, please call me at [redacted] Thankyou for your assistance.

Thank you for your inquiry about [redacted] and her business [redacted]. Paychex takes complaints from our clients very seriously, and we appreciate the opportunity to assist in the resolution of any disputes that may occur.Ms. [redacted] contends that Paychex did not communicate clearly...

with her about payroll pricing upon account setup.  Paychex contacted Ms. [redacted] to review all pricing. Also, as a professional courtesy, we processed [redacted]’ 8/5/2016 and 8/19/2016 payrolls at no charge. Our intention with all clients is to communicate clearly and openly about all pricing and fees. Paychex now considers this matter closed. Of course, if you require additional information or have questions, please contact me at [redacted].  Sincerely,   Matthew [redacted] Sales Manager

Thank you for your inquiry from [redacted], owner of [redacted] T [redacted] PC. Paychex takes complaints from our clients very seriously, and we appreciate the opportunity to help resolve any disputes that may occur.  For your reference, I have enclosed the complaint against Paychex, Inc....

(“Paychex”), which asserts that [redacted] T [redacted] PC’s Paychex representative was not responsive, and that payroll was processed incorrectly.  I attempted to contact Dr. [redacted] on April 10, 2017 to apologize for this situation and discuss the refunds you had requested. Paychex issued two separate refunds for General Ledger and delivery fees in the amount of $32.83 on April 10 and $105.25 on April 13, 2017. On April 11, 2017, I reached out to Dr. [redacted] again to discuss this matter, but I have yet to receive a returned call. Sabrina [redacted], a client services supervisor, left a message for Dr. [redacted] on April 10 as well. I followed up with an email on April 13 requesting more information on payroll issues and charges. We will continue to reach out to Dr. [redacted] to resolve this matter.  If you have questions, please contact me at [redacted], or [redacted].   Sincerely, Tarey [redacted] Client Service Manager

Thank you for your inquiry regarding [redacted] Services. Paychex takes complaints from our clients very seriously, and we appreciate the opportunity to assist in the resolution of any disputes that may occur. I have been in contact with Mr. [redacted] regarding his request for a refund of the penalty he was assessed. I agreed to refund Mr. [redacted] $336.11. Mr. [redacted] advised me he preferred we issue a paper check instead of an ACH deposit to his bank account. A request for the check was submitted and approved. The check is being processed, and I contacted Mr. [redacted] today. He advised he has not yet received the check, but he will send me an email when he does. I will follow up with Mr. [redacted] until he has received the check and make sure he is entirely satisfied with the resolution.  I believe this complaint will be resolved shortly, and Mr. [redacted] promised to rescind the complaint once he receives the check. If you have any additional questions, please feel free to contact me via email at d[redacted]@paychex.com, or by phone at ###-###-####.   Sincerely,  Deborah [redacted] Client Services Supervisor

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Problem Description:i had filed a previous complaint, I was then contacted and offered a response and settlement regarding canceling our 401k plan with a refund for improper billing. I agreed to the terms. the plan has been canceled as promised by paychex, but no refund has been received as promised. to top it off they are currently billing 135$ per month to one off my employees who has been unable to roll his money out of Paychex and into another financial institution. I should have gotten a written confirmation in regards to proper settlement, I'm now sorry that I trusted they would handle this responsibly and in good faith thank you [redacted]Desired Outcome:refund for 12 months administration fee of $ 135 per month TOTAL $1,620.00 refund for $ 270.00 direct to my employee ( [redacted])
Regards,
[redacted]

Please review the attached document.Kind regards,Mieux [redacted] Paychex Client Relations/Client AdvocateThank you for your inquiry regarding [redacted]. Paychex takes complaints from our clients very seriously, and we appreciate the opportunity to help resolve any disputes that may occur. We...

spoke with [redacted], owner of [redacted], on November 11, 2016. Mr. [redacted] expressed his dissatisfaction with our sales representative, who Mr. [redacted] felt did not fully or properly explain the retirement plan through Paychex or the fees related to the plan. Mr. [redacted] sent us a letter on November 15 asking us to cease the transfer of the 401(k) plan, and also to terminate the plan effective December 31.  We informed Mr. [redacted] that we would credit his account all setup fees previously paid, along with any additional 401(k) setup fees related to the plan. We further informed him that we'd waive December's base administration fee, and we would credit his account the $1,200 transfer fee as well.  We apologized to Mr. [redacted] for any confusion or frustration he experienced with our service. We will terminate the plan on December 31, 2016, as he requested. We believe we've resolved this situation to the client's satisfaction and consider the matter closed. Of course, if you have further questions or need additional information, please contact me at 800-472-0072, ext. [redacted], or [redacted] Sincerely,  Jennifer [redacted]  401(k) Client Relations Account Manager II