Paychex, Inc.

Attn: [redacted], Complaint HandlerRe: [redacted] Inc. ID: [redacted]Dear [redacted]:Thank you for your inquiry regarding our client [redacted] Inc., ([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.After receiving the complaint notice from your agency, I attempted to call [redacted], our contact at [redacted], on Friday, April 8, and Monday, April 11, 2016. On both occasions, I was unsuccessful in reaching [redacted] and left a message asking him to call me so that I can help resolve the situation. Specifically, I’d like to discuss the service he experienced, the Section 125 Premium-only Plan billing, and the process for terminating a plan.If I don’t hear from [redacted] by close of business on Wednesday April 13, 2016, I’ll attempt to call him again on Thursday, April 14.If you have questions, please contact me at ###-###-####, ext. [redacted], or [redacted]Sincerely,Jennifer M[redacted] Client Relations Account Manager II

Thank you for your follow-up inquiry about [redacted]’s [redacted]. Paychex takes complaints from our clients very seriously, and we appreciate the opportunity to assist in the resolution of any disputes that occur.Our client’s complaint stated that Paychex filed a 2015 Form 944 for the organization when we should have filed a Form 941. [redacted]’s [redacted] subsequently received a penalty notice for not filing the Form 941 and states that Paychex should be held responsible.  Paychex has documentation from the Internal Revenue Service that supports the timely filing of the 2015 Form 944 for [redacted]’s [redacted]. Our clients are responsible for notifying Paychex of changes in filing status that they receive from tax agencies; the agencies do not notify Paychex directly. We have no record of receiving notification from [redacted]’s [redacted] about the 2015 change from filing Form 944 to Form 941 prior to May 2016.  If our client can provide such documentation, we will review it and consider other resolutions to this matter. Without documentation, we must maintain our current position, that we were not notified, and that the client is responsible for the situation and must deal with the tax agency directly to resolve the notice.  If you require additional information or have questions, please contact me at [redacted], ext. [redacted].  Sincerely,  [redacted]Client Services Supervisor

Thank you for your inquiry from [redacted] regarding [redacted] state unemployment insurance (SUI) tax penalties incurred by [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. The [redacted] Department of Revenue will not accept payments and returns from Paychex on behalf of clients unless the submission includes a valid identification (ID) number. Our clients must provide us with a valid (ID) and Power of Attorney (POA) so that we are authorized to file the returns and payments on their behalf. On February 6, 2013, we received the [redacted] POA signed by [redacted] for [redacted] with the federal employer identification number (FEIN) [redacted] and [redacted] ID status noted as “Applied For.” On March 20, 2013, our client contact [redacted] sent us a copy of a [redacted] Department of Revenue Liability Notice with a different FEIN of [redacted] and [redacted] ID [redacted] under the entity [redacted]. As Paychex did not have Power of Attorney (POA) for this entity, we were not authorized to respond to this notice. We contacted [redacted] and told her the [redacted] ID [redacted] did not match the entity we had on file for [redacted], FEIN [redacted].On May 30, 2013, we confirmed that we still did not have a [redacted] ID on file for [redacted], FEIN [redacted]. We then informed Ms. [redacted] that we would be unable to file the second quarter 2013 tax return and payment for [redacted] unless we received a valid [redacted] ID by the end of the quarter. On June 12, 2013, and July 3, 2013, we informed Ms. [redacted] that Paychex would be unable to file the second quarter 2013 [redacted] state unemployment insurance tax return or make liability payment due to not receiving a valid [redacted] ID. We also refunded the liability we had collected during second quarter 2013 totaling $66.47. We contacted our client on several occasions to resolve this issue, but were unsuccessful in obtaining the [redacted] ID. It is ultimately the employer’s responsibility to ensure that all required information is provided in a timely manner to the appropriate agency and to review all payroll reports for accuracy and instructions; therefore, Paychex is not responsible for the $2,500.00 penalty fees assessed as a result of this situation. If you have questions or need additional information, please call me at ###-###-####. Thank you for your assistance.Sincerely,[redacted]Senior Executive Client Relations Analyst

Paychex has received and reviewed your communication dated December 29, 2016 about the complaint from [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. Mr. [redacted] contracted Paychex to...

provide payroll services for Fun Unlimited of Utah’s Utah location in April 2011. In December 2015, he asked us to provide services for a second business location in Idaho. Mr. [redacted] states that he received tax notices from the Idaho Department of Revenue. We asked Mr. [redacted] to send us the notices to review; however, he has refused because he said that he had sent them previously. However, we have no record of receiving them.  To resolve this matter, we contacted the Idaho Department of Revenue and confirmed the following:  • On October 19, 2016, Paychex filed state unemployment insurance returns for fourth quarter 2015 and first and second quarters 2016 on behalf of Fun Unlimited of Utah. On December 6, 2016, Paychex also took responsibility for the penalty charge and paid $75 for the late filings.   • The Idaho Department of Revenue assessed Fun Unlimited of Utah a notice for missing returns for fourth quarter 2015 and first quarter 2016 and an estimated tax assessment for those quarters. A levy for $633.77 was issued and subsequently pulled from Fun Unlimited of Utah’s bank account in July 2016. On October 19, 2016, Paychex remitted 2015 fourth quarter returns that showed a tax liability of $16. The Idaho Department of Revenue assessed penalty/interest charges of $38.77 and moved the remaining balance of $579 to cover the assessed tax for first quarter 2016; the agency has yet to receive the return. Paychex filed Form 910 with the Idaho Department of Revenue on January 6, 2017. Once the agency receives the first quarter 2016 return, it will update the account and send a refund to the client.  We are willing to pay the penalty and interest of $38.77 resulting from this late filing as well as the bank levy fee of $100. We are also willing to pay any penalty or interest assessed once the first quarter Form 910 is applied. If you have questions, please contact me at [redacted]Sincerely, Tarey [redacted] Client Service Manager

Good afternoon,   Attached above is a copy of the email sent to Mr. [redacted] on 7/5/17 advising of the UPS package tracking and encryption key.  I have tracked the package, and it was signed for on 7/6/17 by [redacted].  Please advise if the package has not been received.   Kind regards,  Mieux [redacted] Paychex Client Relations Advocate

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. Mr. [redacted] submitted the complaint to the Revdex.com because he continued...

to have fees debited from his bank account after he requested that his Paychex account be canceled. The fees were charged to maintain the active status of the account for year-end processing, which Mr. [redacted] requested when he closed the company's account. We have agreed to refund minimum monthly fee of $49.00 for January 2015. The client service manager, [redacted] will continue to monitor this issue to completion. 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]Senior Executive Client Relations

Per your request.The price kept changing.The start date kept changing.The price was not approved by upper management?Rep refused to give written contract with all terms and conditions.Rep wasted employees time and collected ss# dob# ect....and failed to follow up and now this has caused...

everyone to be very concerned.Rep took employees banking information.Rep took business banking information.Rep promised referral program between Paychex and [redacted]Rep refused to start payroll.Rep hung up phone when trying to get payroll started.Rep did not answer email.Rep did not answer follow up phone call.Rep did not respond to messages.Rep misrepresented Paychex product and mandated start date.Rep failed to return to help with conversion of payroll as promised.Rep failed to provide start up training with training on system and how employees could access records as promised.Thank you,

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 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 Paychex agreed to reimburse all service fees...

and to return taxes collected, but continued to remove monthly service fees for services not rendered.As of this date, Paychex has processed the cancelation of services and returned $59.00 in service fees collected in error.  I believe the matter to be resolved to the client's satisfaction. If you have further questions, you can contact me at [redacted] Sincerely,  Nick [redacted]  Client Service Manager, Online Services

Hi [redacted]:
 
The notice from [redacted] that the client sent does not specifically say which tax period they are basing the assessment on – it just merely states the total accrued amount due through 03/31/15.  I’ve submitted it to the Penalty Abatement Center with urgent status so they can...

research and work the issue.
 
Client Service Supervisor, Mia A[redacted] has set herself as the point of contact for the issue and will continue to work directly with The [redacted].
 
Thank you,
Missy P[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.
Regards,
[redacted]

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 inquiry about [redacted], Inc. 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. Thompson’s dispute concerns the $1,200 transfer fee that Paychex charges clients who leave our...

service. We notified our client of the transfer fee in the Retirement Plan Fee Disclosure Statement, which we mail to clients and post on the Paychex website. The disclosure states that there is a $1,200 plan transfer fee.  Ms. [redacted]’s complaint was that the transfer fee was collected from plan assets instead of the business bank account. Paychex is in the process of returning the assets to the plan and collecting the $1,200 from the business bank account per Ms. Thompson’s request. Once we complete this transaction, we consider this matter closed.  Of course, if you require additional information or have questions about this complaint or its resolution, please feel free to contact me at 800-472-0072, ext. 65788.  Sincerely,  Mary S[redacted]   Client Relations Manager

I’m following up to [redacted]’s with [redacted].com, LLC response to our previous letter.  Ms. [redacted] did not accept our gesture of goodwill to arrange the transfer of wages from Texas to Florida at no cost, and at this time, we aren’t making any additional offers.  We regret that Ms. [redacted] is not satisfied with our offer or the services we provided.  If you have questions, please contact me at [redacted].Sincerely,  Alicia [redacted]  Client Services Supervisor

Thank you for your inquiry regarding [redacted] Inc. 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] Inc. does not believe they were tied to NYSIF and were not aware they had a policy that was accruing premium.  Upon review of the account, Paychex Insurance Agency was initially the broker on this account between the client, [redacted] Inc. and NYSIF. The premium collected by Paychex totaled $292.66 and these funds were remitted to NYSIF on 11/15/16.  Paychex Insurance Agency was notified by a NYSIF representative on 10/31/16 that the client, [redacted] Inc., contacted them and requested to be switched to direct bill as they were no longer doing business with Paychex Insurance Agency Inc. At that time, billing of the premium ceased by Paychex Insurance Agency. The billing relationship became solely between [redacted] Inc. and NYSIF. NYSIF calculated premiums due and sent notices directly to the client for payment.Any concerns as to the methods of calculation and premiums due must be addressed with NYSIF as Paychex Insurance Agency has no insight to these calculations as of 10/31/16 when [redacted] Inc requested to NYSIF that the bill method be changed to direct bill. Ending business with Paychex does not allow Paychex to request cancellation on a direct bill policy for coverage that is compulsory in New York State.I believe the matter to be resolved to the client's satisfaction. If you have further questions, you can contact me at [redacted].  Sincerely, Mary S[redacted]  Operations Manager

Thank you for your inquiry from [redacted] with [redacted], LLC. Paychex takes complaints from our clients very seriously, and we appreciate the opportunity to help resolve any disputes that may occur.We have tried, but been unable to reach Ms. [redacted] to discuss her concerns with her directly. This...

letter confirms that Paychex filed third quarter 2016 returns with the Minnesota Department of Revenue, confirmation # [redacted]. The agency did not assess a penalty for late filing.  As Ms. [redacted] requested, we are issuing a refund to reimburse [redacted], LLC, for Paychex year-end processing fees.  Paychex considers this matter closed. Of course, if you have further questions or need additional information, please contact me at 877-266-4860, ext. [redacted], or e[redacted]@paychex.com. Sincerely, Emma [redacted]   Client Service Manager

Thank you for your inquiry from [redacted] with [redacted], LLC. Paychex takes complaints from our clients very seriously, and we appreciate the opportunity to help resolve any disputes that may occur.Mr. [redacted] inquired about charges received after cancelling services with Paychex. Our...

records show that we were first notified of the client wanting to cancel Health and Benefits insurance services in December 2016. We subsequently cancelled the service effective December 31, 2016, and refunded the company as well as the employee for premium payments through payroll.We received notification to cancel COBRA service on February 16, 2017. This service will be cancelled today, February 20, and be effective as of December 31, 2016, the same date that the employer-sponsored health insurance was cancelled.After researching this issue, we discovered that [redacted] cancelled its health insurance policy directly with the insurance carrier in June 2016, but failed to notify Paychex, the administrator, until December. As a result, we continued to charge for services. As a gesture of goodwill, Paychex will refund $480 of charges collected since July 2016 via ACH direct deposit into the bank account we have on file for [redacted].If you have questions or need additional information, please contact me at ###-###-####, ext. [redacted], or by email at [redacted]Sincerely,Deb M[redacted] Client Services Supervisor

Please review the attached forwarded emails to the business contact with information on obtaining a FL Unemployment ID number.  Kind regards,  Mieux [redacted]   Paychex Client Relations/Client Advocate

Thank you for your enclosed inquiry regarding [redacted], 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. In her letter, Ms. [redacted] states that Paychex did not return funds of $1,919.70 in...

tax liability that were left in balance after the Paychex account had been canceled. Prior to receiving your letter, Paychex had resolved all outstanding issues with Ms. [redacted], including the reimbursement of funds, with the exception of New York State withholding in the amount of $249.65, which had been refunded to the company account on February 16, 2015. Based on our assessment of the situation, we have addressed Ms. [redacted]' concerns, and we believe there are no outstanding issues with her account. 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]Senior Client Relations Analyst

Thank
you for your inquiry regarding COBRA plan participant [redacted]. Paychex
takes complaints from our clients and plan participants very seriously, and we
appreciate the opportunity to assist in the resolution of any disputes that may
occur. Mr.
[redacted] wrote about his concern for the...

time it took to activate his COBRA
insurance coverage with health insurance carrier Health Net. He experienced his
qualifying event on October 15, 2015, when his employment was terminated with
Yulex Corporation. Paychex received notice of the qualifying event on October
21, 2015, and mailed him a qualifying event package on October 22, 2015. We
received his initial premium payment on November 13, 2015, but did not receive
the required carrier forms from him until November 30, 2015.  We faxed the
enrollment request to Health Net on November 30, 2015.  Normal processing
time is 7 to 10 business days, for an estimated completion date of December 11,
2015. Health Net had not completed the request as of that date, so we resent the
forms to the carrier on December 14, 2015,  when we were informed that the fax number we
were using was not valid.  We then emailed the forms to Health Net on December
14, 2015, and requested they be processed on an expedited basis.  On
December 14, 2015, I received a request to reach out to Mr. [redacted]’s wife, [redacted] about the matter. She was upset with how much time had passed and they were
still not active with the insurance carrier. I explained the timeframes and how
Paychex administers the plan on behalf of our clients, but we rely on the
insurance carrier to process the forms. We
followed up with Health Net on December 15, 2015, to see if the processing was
completed and were told it takes up to 48 hours to complete expedited requests.
On December 16, 2015, we confirmed that the request was processed and that Mr.
[redacted] was active with the carrier. I emailed Mr. [redacted] on December 17, 2015, to
confirm that his coverage was active, and he responded that he was satisfied
that his concerns were resolved. If
you need additional information or have any questions, please feel free to
contact me at ###-###-####, or [redacted]Sincerely,Erin
M[redacted]Manager,
PIA Operations and COBRA