Paychex, Inc.

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.It is my understanding that [redacted]. stated that they received invoice charges...

for missing IDs as well as minimum monthly billing after cancelling services with Paychex. We will be processing an invoice refund for the amount our former client has requested, $394.96, which will be issued in the form of a check and sent overnight to their location. I believe the matter to be resolved to the client's satisfaction. If you have further questions, you can contact me at ([redacted].  Sincerely,  Laurie [redacted]  Client Services Manager

Re: [redacted]Case: [redacted]Dear [redacted]: Thank you for your inquiry regarding Jacqueline [redacted] of [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] requested that Paychex terminate the Paychex Benefits Account (PBA) and 401(k) plan for [redacted] and refund the administrative fees paid. Paychex terminated the plan on March 28, 2016. $835.00 had been collected for the 401(k) and PBA administrative fees. Paychex issued two refunds to Cloud4Device Technology Corp totaling $970.00 ($370.00 on March 25, 2016, and $600.00 on March 1, 2016). Paychex did not refund any of the HR Services setup fees.Paychex now considers this matter resolved. If you have questions or need additional information, please call me at ###-###-####, ext. 60093. Thank you.Sincerely,Mary S[redacted] 401(k)/S125 Client Relations Representative

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.It is my understanding that [redacted] stated that after he closed his account with us...

that he continues to incur charges to his bank account.  As of this date, I have contacted the client via email on 9/26/17 at [redacted] and via phone 2 times on 9/26/17 and 1 time 9/27/17 at 305-842-6339 and have not had a response about what specific charges have been made to his bank account. I see that the last amount billed of $58.00 on 9/11/2017 was refunded on 9/14/2017.  I believe the matter to be resolved to the client's satisfaction. If you have further questions, you can contact me at [redacted]. Sincerely,  Nisha V[redacted]  Client Services Supervisor

Dear [redacted]:Thank you for your inquiry regarding [redacted] LLC. Paychex takes complaints from our clients very seriously, and we appreciate the opportunity to help resolve any disputes that may occur.We contacted [redacted] directly on Wednesday, September 27th to address his concerns...

further. [redacted] stated that he cancelled the FSA plan but was still billed for services in June and July for $100 each month. We confirmed that the plan was cancelled on 9/11/17 but did agree to credit the client back the $200 as a courtesy due to the confusion. I followed up with the client to confirm that on 9/29/17 the $200 credit was deposited into his bank account. After speaking with the client he did confirm that this had resolved all of his outstanding concerns. We feel that we have completely addressed [redacted] LLC complaints. Please let me know if you have additional questions.Sincerely,Joshua S[redacted]Paychex 401(k)/S125 Client Relations Management

Hello,
 Per [redacted], she followed up with Mr. [redacted] on February 20, 2015 and let him know the refund would be in his account by the end of the day, February 25.  Per her conversation today, February 26, Mr. [redacted] has confirmed the funds are in his account.
 
Thank you,
[redacted]

Thank you for your inquiry regarding [redacted]. Paychex takes complaints very seriously, and we appreciate the opportunity to assist in the resolution of any disputes that may occur. On March 9, 2015, we contacted Ms. [redacted] directly to address the situation related to her [redacted] coverage. During...

our conversation, we explained that we will continue to help her with her pending [redacted] claims. If Ms. [redacted] has claims for the time period between January 1, 2015, and February 5, 2015, that [redacted] has not reimbursed and she believes they should be, based on her coverage, we will continue to work with her to address those claims immediately with [redacted]. We also explained that as the [redacted] participant, Ms. [redacted] is responsible for paying all [redacted] premiums. Paychex must receive these premiums as soon as possible to ensure payment to [redacted] prior to March 31, 2015. At this point, there has been no lapse in Ms. [redacted]’s coverage, and no loss of benefits. 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 ###-###-####, ext. [redacted].Sincerely,[redacted]PEO Health and Benefits Manager

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]

Thank you for your recent inquiry regarding [redacted]. Paychex takes complaints from our clients and their employees very seriously, and we appreciate the opportunity to assist in the resolution of any disputes that may occur. Upon Ms. [redacted]'s separation on October 7, 2013, Paychex mailed paperwork with instructions on how to request a distribution from the 401 (k) plan directly to her home address, which we verified as the same address provided by Ms. [redacted] in her complaint to the Revdex.com. On March 20, 2015, we received a request from Ms. [redacted] to mail her the paperwork again, which we did; we also emailed it to Ms. [redacted].The information above, along with other details surrounding the distribution process, was provided in an earlier response related to ID # [redacted]. I called Ms. [redacted] on Thursday, May 7, 2015, and again on Monday, May 11, 2015, and left messages with my contact information and asked for her to call me back at her earliest convenience. On May 11, I received an email from Ms. [redacted] and I responded that in March 2015 and April 2015, and then again on May 7, 2015, paperwork was mailed to her home address. She confirmed she received the paperwork. I answered all her questions related to the paperwork and I provided her with my email address and fax number for her to send it directly to me. If you need additional information or have questions about this complaint, or Paychex' resolution of this compliant, please feel free to contact me at ###-###-####, ext. [redacted].Sincerely,[redacted]Client Product Relations Representative

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 had to go to the Department of Revenue office and fill this out in person. The late charge I had to pay increased to $336.11. This is not good business.  I will not accept any resolution less than getting my money back. Remember they charged my account for 6 months without providing any service. I'm not even going after that. Regards,  [redacted]

Thank you for your inquiry from [redacted] with [redacted] [redacted]. Paychex takes complaints from our clients very seriously, and we appreciate the opportunity to help resolve any disputes that may occur.Ms. [redacted] submitted a complaint about Paychex not filing first...

quarter 2016 tax returns to Nevada and the IRS. [redacted] [redacted] left Paychex’ service in first quarter 2016, and our records showed that we were not responsible for filing its 2016 returns. However, because the company was going out of business, Paychex could have filed final returns on its behalf if we were directed to do so.  We submitted the missing return to the IRS on November 23, 2016, and to the state of Nevada on July 19, 2016 and instructed the client to submit payment. We received confirmation on February 14, 2017 that this issue was resolved with the IRS, and no balance is due. Our records show an outstanding liability remains due to the Nevada Department of Employment, Training and Rehabilitation in the amount of $107.06, which includes penalty and interest. $80.85 of this amount is liability due and we refunded this amount on March 23rd, 2016 to the client. [redacted] [redacted], not Paychex, is responsible for remitting this payment. Paychex will credit the client $26.21 as goodwill for the penalty and interest portion.If you have questions, please contact me at [redacted], or [redacted].  Sincerely,  Dal M [redacted]

Paychex is in receipt of your letter regarding a compliant from [redacted] on 11/8/2016. 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 enclosed the complaint against Paychex, Inc. (“Paychex”) for your reference.  Ms. [redacted] contends that Paychex did not process the payroll dated October 31, 2106 as expected and mishandled the subsequent correction. I have carefully reviewed the facts of this matter and the allegations as stated in the complaint.  I spoke with Ms. [redacted] on October, 31, 2016, to discuss her concerns. Paychex processed corrections at no charge and issued a refund of $47.43 for the processing fees of the original payroll dated October 31, 2016. We’ve also offered our client a month of free payroll processing.  We have agreed to contact the client only via email or fax. The payroll total information was included in the enclosed email from Melanie [redacted] to the client on November 3, 2016. The client acknowledged the e-mail November 4, 2016.  At this time we are not aware of any further issues with [redacted] payroll. Paychex understands that that Ms. [redacted] filed this Revdex.com complaint prior to Paychex and Ms. [redacted] reaching a resolution of these matters.  If you require additional information or have questions about this complaint or Paychex’s resolution of this complaint, please feel free to contact me directly at [redacted], or by email at [redacted].  Sincerely, Melissa [redacted] Client Service 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.
1/19/2016 On January 14, I received an e mail from you stating that you received a letter from Paychex.  I read the letter and they responded that they will not issue further refunds to me.  I then called you and left a message on January 15, 2016. I feel that Paychex had taken advantage of me.  First of all I did not agree to pay the $3000 set up fee.  This amount is way too outrageous.  If I have known of this amount, I would not have signed up.  Sales person, Eric C[redacted], was not clear to me and my husband in the beginning of our meeting of the $3000 set up fee and this is why we are in this situation. The sales person did not leave us the contract for us to review when he left our house. After the second bill came, we started complaining because we were not expecting it.  This is the time when we found out about the $3000 set up fee.  From here on, we could not get things straighten out because the customer service is telling us different information than what our sales person is telling us. There was no effort by the customer  service to reach out to our sales person to sort out the confusion.  My husband and I were not happy at this point.  We were told from our sales person that we can always cancel anytime and they will not continue to bill  us.  Although our sales person  tells us that they will not bill us, the customer service  tells us that they will bill us. This becomes  frustrating and confusing.  Customer service tell me things that prevents me from canceling sooner such as transfer fee of $1,200 if I go to another $401 provider.  They tell me that I can’t open another 401k plan for a year after I close my account with them.  After talking to another 401k provider, this is not the case because I am a small business which me and my husband are the only once involve in the business. My 401 k provider at this time is with E trade and they are not billing me with anything.  So the administration that was sold to us was not even necessary.  Because I feel that this company had done us wrong, and they didn’t really do anything for me but collect money and given me frustration and waste of time, I need them to give me a refund of $1000 out of the $1500 they received from me. Sincerely,[redacted]
Regards,
[redacted]

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. Paychex claims in their letter that they have sent the IRS corrected 1099 in May. They told me they sent it last September. I asked that they re-send it and send me proof that they submitted it. Paychex claims that the IRS needs it from me, however the IRS has told me personally after a 3.5 hour hold time, that they need the company who originally filed to send them the amendment. All I asked for in my original complaint was that Paychex (re)send the amended 1099 to the IRS and send me proof of same. I have not received that, so the matter is not considered resolved. Regards,  [redacted]

Thank you for your inquiry from [redacted], employee of [redacted]. Paychex takes complaints from our clients and their employees very seriously, and we appreciate the opportunity to help resolve any disputes that may occur.Ms. [redacted] states that her 401(k) distribution was sent to the wrong place...

and has requested that Paychex withdraw funds from [redacted] and send to her directly.[redacted] contacted Paychex to initiate an involuntary distribution on Ms. [redacted]’s account on March 1, 2017. As stated in notices provided to her, Ms. [redacted] was required to request a distribution from her account within 60 days or the funds would be moved from the plan into an Individual Retirement Account with [redacted].As of April 30, 2017, Paychex had not received a distribution request from Ms. [redacted] and began the process of moving the funds to [redacted] on May 1. On May 1, Ms. [redacted] faxed distribution paperwork to Paychex, but it was, unfortunately, outside the 60-day timeframe. Ms. [redacted] will need to contact [redacted] at ###-###-#### to request a distribution of funds.If you have questions, please contact me at ###-###-####, ext. 60093, or [redacted].Sincerely, Dan M[redacted] 401(k)/S125 Client Relations Representative

Thank you for your inquiry regarding [redacted] LLD. Paychex takes complaints from our clients very seriously, and we appreciate the opportunity to help resolve any disputes that may occur.It is my understanding that [redacted] LLC stated they were not made aware of all...

applicable charges they could incur when deciding to resume using our service again. Thus, they are disputing their recent charges in the amount of $89 and requesting those fees be forgiven. They are also seeking documentation listing out their pricing in its entirety. [redacted] is also requesting confirmation that their taxes have been paid and allocated appropriately based on the information provided to Paychex and that the customer service they have received thus far be improved upon in order to receive more timely responses.As of this date, in a gesture of good faith, we have credited the charges in dispute which included our monthly inactively fee and year end processing fees totaling $89.00. We have also provided [redacted] LLC with an alternative pricing package so he can evaluate what fits best with his needs. Ultimately, Mr. [redacted] decided to stay on the pricing package he is currently on.Mr. [redacted] is also seeking guidance on some tax inquiries that were prior to coming to our service and/or are typically the responsibility of the business owner to determine. However, given the circumstances Paychex will be providing him with limited guidance so he can at a minimum comply with the requests of the tax agencies. In addition, we have addressed his overall service concerns and will be assigning the account to a new representative moving forward.I believe the matter to be resolved to the client's satisfaction. If you have further questions, you can contact me at ###-###-#### or by email at: [redacted]Sincerely,Valoree D[redacted]Zone Implementation Manager

Thank you for your follow-up inquiry regarding [redacted] Jr., LLC. Paychex takes complaints from our clients very seriously, and we appreciate the opportunity to assist in the resolution of any disputes that may occur.The tax collections on March 25, 2011, and September 30, 2011, that Mr. [redacted] previously pointed out in his bank statements, were for payments of federal income tax, federal unemployment tax, and Georgia unemployment tax. [redacted] Jr., LLC was on our Taxpay® service for federal income tax, federal unemployment, and Georgia Unemployment; therefore, we collected and remitted payments to those agencies on his behalf.The company was not on Paychex Taxpay service for Georgia withholding at that time, because we didn’t receive a Georgia state identification number from Mr. [redacted] until December, 2011. As a result, [redacted] Jr., LLC, was responsible to collect and remit payment directly to the agency prior to December 30, 2011.For reference, I have enclosed the notification from the Georgia Department of Revenue indicating the agency assigned the Georgia state identification number to [redacted] Jr., LLC, on November, 2011.If you have questions, please contact me at ###-###-####, ext. [redacted], or [redacted] Thank you for your considerationSincerely,Cheri C[redacted]Branch Manager

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]

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.
I already know all the history of my account as stated in this complaint.  What I am now complaining about and still complaining about is that the people that represent this business are making false statements.  I have still not received any paperwork from them to close my account out.  I was told 10 days from March 20th as stated in my earlier complaint.  It has been almost 2 years and every time I call and request paperwork it never comes.  Isn't that amazing in itself.  I don't think it got lost in the mail 3 times.  You have my mailing address on file.  I have lived at the same address for 15 years.  You also state you sent the paperwork by email.  That is a flat out lie.  What email address did you send it to?  I have never received it either.  Prove where you sent the mail and email.  What was the email address you sent it to?  Did you even bother to verify if you had the correct one on file.  No you did not.  No one has ever asked me.  No one ever told me they would be sending paperwork by email.  Apparently no one ever sent it regular [redacted] mail either.Quit giving me a hard time and send my paperwork to close this account.  Prove to the Revdex.com that you are not lying.  Where did you send the stuff.  I think you didn't send it at all.  Surely over 2 years the post office is not that incompetent to lose my paperwork several times.  If I asked for it on March 20th and it still hasn't arrived, that tells me once again you did not send it.  You should have a record showing it was sent out.  I can't believe that you mailed and emailed it and still I did not receive it.  Send it again.  However, make sure your contact information is correct first.
Regards,
[redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. This assuming they do what is promised at the next billing cycle. 
Regards,
[redacted]

Hello,
Please refer to attachment for our response.
Sincerely,
Missy P[redacted]Thank you for your inquiry regarding [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. Paychex...

Implementation Supervisor, Mark B[redacted] is currently reviewing the details of Ms. [redacted]'s complaint at our Ventura office, and will continue to work with her directly throughout resolution. Paychex will make all corrections on behalf of Ms. [redacted] upon receipt of required documentation. If you have questions or need additional information, please call me at ###-###-####. Thank you for your assistance.Sincerely,Missy P[redacted]Senior Executive of Client Relations