Paychex, Inc.

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.
Good Morning [redacted],Sorry I am a little late getting back to you, I was just able to speak with Mr. [redacted] about the dispute yesterday.  We ask that you apply a 48% discount to our account for the 2015 year as offered by Mr. Dennis S[redacted] on August the 24th through email.  We ask that if we choose to stay with your company that you personally contact him at least 30 days in advance of any price changes or increases in your fee structure. In addition, we will accept the amount of $516.65 that you have offered as credit back for the discount roll down period for years 2013/2014 and 2014/2015.  We also ask that you do not enable the discount roll down period, and instead adjust the discount accordingly only once at the end of your year ( April 30th). Nowhere in our service agreement does it say anything about a discount roll down period.Thank you,
Regards,
[redacted] P[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 they had requested all services be canceled in 2016 and still premiums were collected from their account for the renewal of the ERISA bond on 08/11/17. As of this date, the ERISA bond has been canceled with the carrier and premium in the amount of $ 127.00 has been credited back to the account of [redacted]. [redacted] have requested a return of monies associated with the previous term ERISA Bond from 11/14/16 – 11/1/17.  The account has been closed and a refund of the prorated 100.00 premium in the amount of $33.34 has been submitted to be credited back to the account of [redacted].  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 [redacted]  P & C Operations Manager

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 from PayChex do not accurately reflect the circumstance and deliberately leave out that we were told previously in April that our account was fully closed ... or that they continued to charge my firm via ACH after telling us that the account was closed and no more fees would be charged ...  Then there was the abusive and unprofessional behavior of the supervisor involved.Lastly, they still haven't provided the data disc they've been promising since April.  I will not accept any resolution until the fees they've charged have been refunded and the data disc delivered.  Regards,  [redacted]

Thank you for your inquiry about Ms. [redacted] G. [redacted]. Paychex takes complaints from clients very seriously, and we appreciate the opportunity to assist in the resolution of any disputes that may occur.  Ms. [redacted] contests that we collected funds without authorization and contends that the...

policies were not cancelled in a timely manner. Our client was enrolled in two payment services within the Paychex Agency Inc.: • Workers' Compensation (WC) Payment Service - a budgeting tool to help clients manage premium payments for workers' compensation. We make collections each pay period that are based on a calculation that incorporates estimated annual wages, state surcharges/credits, and correct classification of employees.• Business Insurance Payment Service – a budgeting tool to help clients manage installment payments for the Business Owner's Policy (BOP). We make installment payments monthly that are based on the estimates given by the client at the inception of the policy.At the end of each policy term, the carrier completes an audit to determine if there are additional debits or credits necessary on the account.Paychex Insurance Agency (PIA) secured WC coverage for our client through [redacted] effective November 20, 2015, and began payroll collections from our client on November 25, 2015. We secured coverage for the BOP from [redacted] in December, 2015, and began making payroll collections from our client on January 22, 2016.We continued to process payrolls for our client through the beginning of April, 2016, and successfully collected insurance premiums for the WC and BOP coverages. Starting with the April 1, 2016, payroll, we were unable to collect the WC premiums and canceled the WC policy effective May 21, 2016; the BOP remained active.On July 26, the client notified us that all coverages should be cancelled. We immediately sent a BOP cancellation form to Ms. [redacted] and canceled the BOP, effective May 21, 2016. The carrier audited the workers' compensation policy and determined that the client still owes $79.19. We were unable to collect these funds; therefore, we turned the matter over to the carrier for collections. [redacted] is also pursuing collections due on the BOP.Paychex is no longer pursuing collections for either policy. The carrier can independently pursue collections to make the policies whole. Without direct notification from the client, we cannot cancel the insurance policies, as it requires a signed loss policy release form.  If you have questions, please contact me at 585-338-4107 or [redacted].   Sincerely,   Mary [redacted]  Manager, Property and Casualty Operations

Thank you for your 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. In February 2015, Paychex was informed that a 402(g) return of excess...

(ROE) check for Ms. [redacted] should not have been issued. The ROE check for $9,125.00 was voided and the amount was reinvested into the plan on February 24, 2015. We wired the balance to the new recordkeeper on February 27, 2015; by then the balance was $9,107.45.Once the money was reinvested, Paychex prepared an earning analysis based on the Department of Labor (DOL) underpayment rate. We took the following into consideration:• January 21, 2015 - the original trade date the money was removed• February 24, 2015 -the trade date the money was placed back into the planThe earnings analysis based on the DOL underpayment rate was $25.53. This amount was funded by Paychex and a check was issued on March 30, 2015 to the plan administrator at the company address. If you need additional information or have questions about this complaint, or Paychex' resolution of this complaint, feel free to contact me at ###-###-####, ext. [redacted].Sincerely,[redacted]Client Product Relations Representative

Thank you for your inquiry regarding [redacted]. Paychex takes complaints very seriously, and we appreciate the opportunity to help resolve any disputes that may occur.  COBRA Participant [redacted] learned that his medical and dental insurance was terminated after a visit to an...

urgent care facility. After researching this matter, we discovered that the group's policy was canceled due to nonpayment, so we worked with the client to get the policy paid and the group's insurance reinstated.  The group has now paid its policy, and Mr. [redacted]' coverage will be reinstated to reimburse his recent claims. The anticipated reinstatement date is September 20, 2016.Paychex considers this matter closed. Of course, if you have further questions or need additional information, please contact me at [redacted]7, or [redacted].Sincerely, Nicole [redacted] COBRA Service Center Supervisor

Thank you for your inquiry from [redacted] 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. On March 2, 2017, we inadvertently created an invoice that included a charge...

of $99.00 for a direct deposit non-sufficient funds fee that happened after [redacted] LLC closed their account with Paychex. We processed a refund for this charge, and on March 16, 2017, we deposited $99.00 in [redacted] LLC’s bank account. Therefore, we consider this case closed. I regret any inconvenience this situation might have caused Ms. [redacted]. If you have questions, please contact me at ###-###-####, ext. [redacted], or [redacted]@[redacted].com. Sincerely, Jennifer G. Supervisor, Implementation

Thank you for your follow-up regarding [redacted] IQ (“[redacted]”). Paychex takes complaints from our clients very seriously, and we appreciate the opportunity to assist in the resolution of any situation that may occur.We are responding to the inquiry made by [redacted] requesting information about when amended returns will be filed with the Internal Revenue Service and the state of Georgia. All amended returns have been completed. The State of Georgia return was filed electronically and the federal return was sent to the IRS by overnight mail on Thursday, July 7, 2016. We will provide the tracking and/or confirmation information to our client, so they can confirm. Once the agencies process the returns, refunds will issue directly from the agencies to the client. If you have questions, please contact me at 678-354-7776, ext. 5225512, or cc[redacted]@paychex.com. Sincerely, Cheri C[redacted]   Branch Manager

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. Ms. [redacted] submitted a flexible spending account (FSA) claim to Paychex on March 11, 2015, for two copay...

amounts, each for $60.00. We reviewed the claim and due to an administrative oversight, we inadvertently placed the claim on hold on March 13, 2015. Ms. [redacted] contacted Paychex regarding the status of her claim on March 17, 2015. At that time, we reviewed the claim, determined that her documentation was in fact acceptable, and notified Ms. [redacted] that we had updated her claim to a pay status. On March 18, 2015, we mailed a claim reimbursement check for $120.00 to Ms. [redacted]'s address on file. 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] Client and Product Support Manager

Hello,
Please refer to the attached letter of response.
Regards,
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. On August 11, 2015 Ms. [redacted] took a lump sum distribution from the [redacted], 401 (k) plan. The fees in question are taxes required to be withheld from a lump sum distribution. We have reached out to Ms. [redacted], and she has indicated that she will return the check she received to have it be processed as a rollover; therefore no taxes will be removed. At this time, we are currently waiting on return of the check. If you have questions or need additional information regarding this complaint or Paychex' resolution of this complaint, please call me at ###-###-####, ext. [redacted].Sincerely,[redacted]Client Relations

Hello,
Please refer to the attached letter of response.
Missy P

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 response from Nicole B[redacted] contains a number of false statements that I'm not going to ignore. In her response Nicole is shifting the blame back to me, for problems that Paychex caused.Nicole says, "We understand that Mr.[redacted] requested that we not provide these documents; however, he requested that we not provide them after they had already been shipped." This is simply not true. I cancelled my account on 11/3/15 and have a copy of the email confirmation. Paychex continued to bill us for the next two months. They refunded for November and December; the amount they refunded for December was not entirely for the W-2s, it also includes account maintenance for that month but it is all lumped into one payment - I have the invoice in front of me - so again, no, we should not have been billed at all.Nicole stated, "We refunded the cost of the forms on February 4, 2016, for a total of $193.75. Mr. [redacted] then requested a refund for the cost of shipping the forms back to us;" No - I was told I would be reimbursed for the shipping beforehand. If this was my fault, why would they reimburse me for shipping?Nicole also says, "We’ve also verified that Mr. [redacted] pricing does match the pricing proposal he agreed too; however, in 2014, we extended his three month discount for one year as a courtesy." This is also not true. Why in the world would they extend a huge discount for an entire year if there had not been a problem? They extended the discount for a full year because the salesperson I originally spoke with lied to me about the pricing, plain and simple.Paychex is taking steps to correct their errors, but I am not going to accept a response which seeks to not only minimize Paychex's role in this, but shift the blame entirely onto the customer.
Regards,
[redacted]

Hello,
Attached is the letter of response additional to the signed price proposal.Thanks,
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. Mr. [redacted] contests that Paychex charged a higher payroll processing fee than originally agreed upon with the sales representative. Mr. [redacted] contracted to use Paychex services that are included in our Proprietor Package. The Proprietor Package costs $65.00 per pay period; Mr. [redacted] was offered a six month 40% discount which brought the per period cost down to $39.00, as stated in the signed proposal form. We also billed our client for the following items in 2015:• Non-sufficient funds fees and late charges for the January 15 and May 29, 2015, payrolls (Our client did not have sufficient monies to cover tax liability, invoice payments, and direct deposit for one or both of these payrolls.)• $25.00 for each missing [redacted] state unemployment insurance identification number; we issued credits on July 22, 2015, for three of these charges• Postage and handling fees of $4.94 for the March 19, 2015, payroll; we credited this amount to our client on July 22, 2015.• Direct deposit premium processing fees of $50 each for the April 30, May 21, and May 29, 2015, payrolls that our client did not submit two business days prior to the check date• A minimum monthly fee of $54.00 on June 25, 2015; we credited this amount to our client on July 22, 2015.Mr. [redacted] currently has a $300 balance with Corporate Collections due to direct deposit returns on the May 29 check date. Paychex covered the net pay to ensure employees were paid on time.Paychex has credited our client $133.94 in invoice fees; we'll apply these monies to our client's final open invoice dated June 25 (original balance due $307.99). Our client still owes $174.05 for this invoice. Additionally, we are closing this client's account based on a request we received from Mr. [redacted] on July 16, 2015.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

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.
Thank you for your 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. Paychex has documentation from the Internal Revenue Service that supports the filing of the 2015 Form 944 for [redacted]’s [redacted]. We filed the 2015 Form 944 on time. 
CLIENT: [redacted] from Paychex emailed me a copy of the 2014 IRS letter, after I filed the Revdex.com complaint. I pointed out to him, as I am pointing out to you, that the IRS letter is related to 2014. This letter is not applicable to 2015 payroll tax filings or all future filings by default, because payroll has to meet and sustain 944 eligibility requirements to continue conveniently filing just once a year using Form 944 (versus once a quarter as required by Form 941). In addition, it is the IRS itself that is stating Paychex filed the wrong form for 2015. [See email thread between me and [redacted].]
We closed this client’s account in February 2016 due to non-payment. 
CLIENT: (1) No, Paychex did not close the account in February 2016 do to non-payment by GSM. Rather, in January 2016, GSM asked Paychex to close the account for a year because our one employee was not drawing a salary in 2016. Moreover, in February 2016, Paychex actually completely reimbursed/credited our account for a balance of charges after they realized they mistakenly continued overdrawing the account in 2016 - twice to be exact and charging fees both times. This occurred while the GSM president was overseas in Mongolia. He emailed me asking if I would talk to Paychex because he was unsuccessful in getting these wrong charges resolved via email. When Paychex figured out their mistake and returned my call, they were very helpful and reimbursed the wrong charges immediately.  [See Jan 2016 email thread where GSM requests closing of account for the year.][See Feb email thread between GSM President, multiple Paychex’s personnel, etc. about Paychex mistakes in overdrafts and fees.] 
In May 2016, [redacted]’s [redacted] provided Paychex with a tax notice from the IRS stating the company should have filed a 2015 Form 941. It was at that time, after closing the client’s account, that Paychex became aware of the filing status change.
CLIENT: (1) Paychex found out about Paychex filing the wrong form for 2015 within days of us being notified by the IRS in May of 2016. Paychex’s 2015 responsibilities were for filing the correct forms in and for 2015 regardless of and before anyone closed the account in Feb 2016. Paychex's awareness of tax laws and proper use of forms and proper filing status/eligibility based on the clients payroll is the very thing clients are paying Paychex to know. Paychex paid the proper taxes quarterly but they didn't file the proper IRS forms. [See the two May email threads between myself and Paychex regarding the IRS notice.] [See July email to [redacted] at Paychex that has May 23, 2016 IRS notice/letter attached as PDF.]
It is our contention that Paychex performed tax services as agreed per our contract with [redacted]’s [redacted]. 
CLIENT: Since the IRS states Paychex did not file the correct tax forms for the 2015 payroll, Paychex did not perform the tax services as agreed.
Because we do not hold Power of Attorney for this client as of February 2016, [redacted]’s [redacted] must work with the agency directly to resolve the notice. 
CLIENT: As stated in the original Revdex.com complaint, we have already had to address correcting Paychex’s filing mistakes ourselves to meet the IRS imposed deadline. Since Paychex appears to not want to genuinely try to resolve this complaint, I request Revdex.com to ammend our complaint to also include reimbursement of lost wages in the amount of $480 for my having to be away from consulting work for the day to fix Paychex’s tax filing mistake; yes, my hourly rate and the communication to work, as to why I needed to take the day off, can be provided to substantiate the amount.
Of course, if you require additional information or have questions, please contact me at [redacted], ext. [redacted].
CLIENT: The facts remain unchanged and as we originally stated them in the Revdex.com complaint. With all due respect, Paychex has not resolved this complaint.
Sincerely, [redacted]  Client Services Supervisor
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.  What Paychex is stating is completely false.  I have attached a picture of my bank statement showing that they indeed have not refunded the amount they are stating ($32.83 on April 10, and $105.25 on April 13, 2017).  This has also not taken place (Although our records indicate appropriate billing, we have issued a refund via ACH refund of $252.48 per Dr. [redacted]’s request.  I confirmed that the Forms W-2 Paychex prepared accurately represent our records. We request that Dr. [redacted] send us her specific concerns about the Forms W-2, or let us know of a specific time to touch base with her so we can make sure these returns are accurate.  If you have questions, please contact me at [redacted], ext. [redacted], or [redacted].)   The problems with the W-2's is that they did NOT take out appropriate taxes of one of my employees checks.  They withheld Fed and State but not SS or medicare.  For the record, I have contacted their office on Apr 24th @ 5:24 pm. 4/25 @ 11:33am, 4/27 @ 8:47am 4/28 @ 8:13a, and 4/1@ 7:18am  That's just the last 2 weeks worth.  NO reponse back.  thanks  Regards,  [redacted] Pc

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.  Due to a miscommunication, [redacted] believed there was no charge to...

leave [redacted] payroll account inactive; however, Paychex charges clients a monthly fee of $54.00 if they have an account but don’t process payroll. This fee is outlined in the Paychex Service Agreement (Item # 8 Payment of Fees) signed by [redacted].  [redacted] hasn’t processed payroll with us since March 2016; therefore, we charged them $63.25 on their April invoice consisting of the $54.00 monthly minimum fee and $9.25 to deliver the quarterly tax package.  To resolve this situation, Paychex will refund [redacted] $63.25 and close their payroll account.  Thank you for the opportunity to address this complaint. If you have questions, please contact me at 954-443-0442, ext. [redacted], or [redacted].  Sincerely,  Leslie [redacted] Client Service Manager

Good afternoon,Please see the attached response to our client's inquiry. We look forward to resolving this concern, and appreciate the opportunity to serve Ms. [redacted]. Regards, Paychex Customer ServiceThank you for your inquiry about [redacted]. Paychex takes complaints from our clients very seriously, and we appreciate the opportunity to assist in the resolution of any disputes that occur.On August 18, 2015, Ms. [redacted] called Paychex because she had received a lump sum distribution check, and advised that she had intended to request a rollover. Ms. [redacted] was instructed to return the check and complete the proper paperwork for a rollover. The fees to do so were disclosed during the phone call.Paychex charges a $65.00 fee for processing a distribution, as well as a $75.00 fee for voiding and reissuing a distribution check. Paychex did not charge the $75.00 fee, and only the $65.00 distribution fee was assessed. Both of these fees are listed in the fee disclosure that is provided. These fees are standard for the 401 (k) industry.Paychex records indicate that Ms. [redacted] elected to receive electronic notification of the fee disclosures. Please note the most recent notification provided prior to her distribution request was sent May 25, 2015.If you have questions please call me at ###-###-####, ext. [redacted]. Thank you.Sincerely,Mary S[redacted]Client Relations

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 still have yet to receive a call from Paychex in regard to the matter.  The $100.00 credit is great, but since the original complaint Paychex themselves charged me yet another 99.00 fee for another error on their end.  So my question becomes - are they crediting the new fee that they charged me?  Or are they indeed crediting the original 100.00 that I was fined from the state as well as the new 99.00 fee that Paychex charged me.  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.
Regards,[redacted]
July 8, 2016 responseIt is apparent that Paychex does not record or save messages, nor so they check their communications. They incorrectly stated dates and misinterpreted the facts. All of the dates that Paychex detailed that I attempted to contact them have been incorrect when they restated them in the complaint. They claim to have emailed me on January 7, 2016; I have no email record of them contacting me in any of my email history. They also claim to have sent a letter via mail on January 14, 2016; Again, I have no record of that letter whatsoever.  So if they sent these documents to the wrong mailing or email address, that is not my wrongdoing. The first formal contact that I received from Paychex was the 2 consecutive letters I received in April; Again, which I contacted Paychex on 4/19/16. They claim they have no record of these phone calls, yet my phone records indicate that I called Paychex at 2:18pm on 4/19/16 (where the representative stated to "disregard the letters" and that I am "all set"). I again reached out Paychex one week later at 2:36pm on 4/26/16. So, my phone records proves that I made  several attempts to contact Paychex to try to resolve this issue. On Monday 5/2/16, a Paychex representative (Tyler [redacted]) reached out to me via email stating that I needed to send in more documentation and attached the appropriate documentation for me to complete and return. Paychex claims that I failed to fax the appropriate documentation them, but then again, my later email contact and communication with a Paychex representative (Tyler [redacted]) clearly shows that we made the appropriate steps to try to resolve and settle the issue with documentation, etc. I also faxed the appropriate documentation to your representative, Tyler [redacted],  which he attached in an email to me on Monday 5/2/16 and was faxed on Friday 5/6/16 at 4pm. On Monday 5/10/16, I emailed Tyler [redacted] to see if he received my fax, and I have not heard anything since. I re-emailed him on Wednesday 5/25/16 to see if everything was all set, assuming this time frame was enough time to get things in order, and again, I have not heard anything from him. I proceeded to contact Paychex (according to my phone records), which was on Thursday 6/2/16 during regular business hours at 1:37pm (not on Memorial Day as Jennifer stated). This was to see if anything was resolved at that time. When I called the Paychex phone number, I was transferred to the Cobra extension, where I had to leave a voicemail, since no one answered. My voicemail stated that I was in contact with Tyler and he completely stopped communication, and that I needed to get this resolved. Again, no one returned my phone call. I don’t know what kind of game Paychex is playing, but this is a very serious issue. It almost seems like Paychex was trying to procrastinate to avoid providing me the Cobra service.With all this being said, I did NOT need any clarification, as Jennifer implied (accusing the client/customer to be at fault). I needed someone on the Paychex end to do their part and actually assist me and communicate with me throughout this entire process, not just say they sent out communications. Tyler began to assist me, then dropped off the face of the earth and left me hanging. I know you are going to say that I “failed to provide the necessary forms”, like you repeatedly did, which is untrue as I followed through with all the instructions since the first communication in April. Since Paychex’s communication, cooperation, and guidance is sub-par, it shows that they put ALL the blame on their clients and none on themselves, which is narcissistic, unprofessional and poor customer service.

Thank you for your inquiry from [redacted] regarding [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.We contacted Ms. [redacted] regarding the concerns addressed in the...

complaint. In a March 9 conversation, Paychex agreed to return 401(k) administrative and participant fees charged from January 2017 to March 2017, issue a credit on the April invoice (total of $820.00), and refund $3,602.68 due to frustrations experienced with payroll.Ms. [redacted] agreed to these offers; therefore, we believe this complaint has been resolved.If you have questions, please contact me at ###-###-####, ext. [redacted], or [redacted]Sincerely,Krystal S[redacted]Paychex 401(k)/S125 Client Relations Management