Paychex, Inc.

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 is not a true statement.  In my first conversation, within two days of closing our business, I contacted Paychex and told them that we had closed our business but wanted to be sure that they continued to file our quarterly, and annual, reports for 2016, including all the year-end forms.  I also told them that we had closed our bank account that they had on file and asked if they would prefer to call for payment or mail us an invoice.  The Paychex rep did NOT do what I asked and closed everything and made no notations of what I had asked to be done.  That led to all the problems that we had with reports not be filed, late fees, and bank account charges being reversed.  I worked with a few different reps, about a dozen e-mails, and phone calls, to try to resolve the issue.  I have the many e-mails still, including the very first one that I sent to two Paychex reps, two days after we closed our business.  I can forward this e-mail to you, but for now I will copy, and paste it here.  There were also numerous phone calls with Paychex reps, where I explained that we wanted Paychex to still do all the 2016 reporting.   (emails included have been removed)and there are many more e-mails, and phone calls too.  The real problem started with the first rep that I spoke with on January 13, 2016.  It was obvious, later, that he didn't know how to handle the situation, and didn't get a supervisor involved.  That is a problem with Paychex.  Many of their employees appear to not have much background in accounting, payroll details, and don't know how to correct errors, and when to get a supervisor involved.  I just hope that Paychex will change their policies and that their reps will know when to involve a supervisor.  Over a ten year period, errors were not corrected so many times (after a phone explanation) that it happened too often and every time required repeated phone calls.  Thank you,  [redacted]

Re: [redacted]Case No. [redacted]Dear [redacted]:Thank 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 may occur.[redacted] of [redacted],...

stated he should not owe $300 in Paychex 401(k) plan administrative fees, as he closed his Paychex Payroll and HR Services accounts in December 2015.The [redacted] LLC 401(k) Profit Sharing Plan & Trust was still active as of April 2016; the plan held assets and had active participants.As a courtesy, Paychex Retirement Services agreed to credit Mr. [redacted]’ account $400 in April. Our Paychex representative also spoke with Mr. [redacted] personally to explain the requirements for the plan, moving the assets out of the plan and terminating the plan.Our client was content with this resolution, and we believe submitted his letter to your organization prior to us reaching this agreement.Paychex now considers this matter closed. Of course, if you require additional information or have questions, please contact me at ###-###-####, ext. 49313, or by email at [redacted]Sincerely, Sara S[redacted] Client Service Supervisor

I have reviewed the response made by the business in reference to complaint ID [redacted], and am waiting for Paychex to provide evidence that revised reports have been submitted to the IRS and the State of Georgia. 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. 
The first response I received from Paychex was dated 10.04.16.  It was from [redacted]m and copied Mary [redacted].  If Paychex email trail has different documentation, please feel free to provide that.  My email shows 10.04.16 was the first contact made by the tax department to me.   Regards,  [redacted]

February 3, 2017Revdex.com100 Bryant Woods SouthAmherst, NY 14228 Attn: [redacted], Complaint HandlerRe: [redacted] [redacted]Case: [redacted]Dear [redacted]:Paychex received your letter dated 1/25/2017, and complaint from [redacted] with [redacted] [redacted]. Paychex takes...

complaints from our clients and their employees very seriously, and we appreciate the opportunity to assist in the resolution of any dispute.On January 24, a Paychex representative spoke with Ms. [redacted] regarding funds in her 401(k) account. The representative informed Ms. [redacted] that we allocated the plan’s forfeitures of $4,648.34 to her personal 401(k) account before she took a distribution. This was due to the plan being terminated on January 11, 2017.On January 26, we emailed Ms. [redacted] a trade report (957 Report) that confirms the plan’s forfeiture balance was allocated to her personal account before she took a distribution.I called Ms. [redacted] on January 31 and February 1 to see if she had questions. She wasn’t available when I called, so I left her messages and I have not heard back as of February 3 so I am assuming she understands the plan activity and she is all set.I apologize for any frustration or inconvenience Ms. [redacted] might have experienced when she called our customer service center about this matter.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 inquiry from [redacted] with [redacted]. Paychex takes complaints from our clients very seriously, and we appreciate the opportunity to help resolve any disputes that may occur.Mr. Nguyen’s complaint states that Paychex issued a direct deposit payment in the amount of...

$941.04 to [redacted] on April 17, 2017, subsequent to his termination, and the company was unable to retrieve the erroneous payment from Mr. Baltimore.Paychex and [redacted]. have come to a mutual understanding. Paychex has agreed to reimburse [redacted]. in the amount of $941.04 for the direct deposit payment. We have also reimbursed [redacted] for any associated payroll taxes.We believe this matter is now resolved. If you have questions, please contact me at ###-###-####, ext. [redacted], or [redacted]Sincerely, Nicole P[redacted]Client Services Supervisor

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 problem is still being resolved, I hope. Paychex has charged my account $1,200; but, no details or correspondence as to what they are doing with it.  I do not have the details of the funds being returned to the employees; how much, to whom, andhow it is being returned.  I am responding as I do not want this to automatically close in five days because the transaction is not complete as of May 12th; even though I was charged May 9th.  Upon review of this conduct of our 401k account; the $1,200 fee should not be charged at all as we were driven away for the same reason it is difficult to get this resolved.  Paychex Retirement Services does notprovide service as they cannot seem to communicate what they are doing.  They can charge my account but not tell me what they are doing with the money. So, please keep this complaint open until we can get our employees' accounts in order as originally was requested to be don.Thank you.  Regards,  [redacted]

On January 8,
2016, Paychex received your letter about a complaint from [redacted]. Paychex
takes complaints from clients very seriously, and we appreciate the opportunity
to help in the resolution of any dispute. Ms. [redacted] contends
Paychex misled her about the setup fees and costs of 401(k)...

plan services. She
met with Paychex sales representative Eric C[redacted]. As stated in her letter,
Ms. [redacted] felt that the fee of $250 per quarter for three years seemed
reasonable so she signed up for the service. Ms. [redacted] also states that she does
not recall discussing the setup fee of $3,000.00 with Mr. C[redacted].  After she was
billed $250 for two consecutive months, Ms. [redacted] spoke with a Paychex client
service representative, who informed her that she needed to speak with a sales
representative to correct the charges. She was provided with the contact information
for the sales rep on September 9. Subsequently Ms. [redacted] decided to terminate
the plan. The plan was
terminated effective September 23, 2015, and on October 14, 2015, Paychex
agreed to waive the remaining installments of setup fees totaling $1,500.00.  Since that
time, Paychex has issued no further billing for the plan. In addition, Paychex
will issue no further refunds to this client.  If you require more
information, or if you have questions about this complaint or Paychex’s
resolution of this complaint, please contact me directly at ###-###-####.Sincerely, [redacted]Paychex Client
Relations

Thank
you for your inquiry regarding FSA 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. Ms.
[redacted] wrote about her concern with having a...

2014 charge applied to her Flexible
Spending Account (FSA) in 2015. The service date for the charge in question was
December 31, 2014, but we did not receive  proper documentation to substantiate the
charge until January 16, 2016. The charge was inadvertently applied to 2015
rather than to 2014.I
spoke with Ms. [redacted] on January 20, 2016, to apologize for any inconvenience she
experienced and confirm that we have subsequently applied the charge to 2014.
She does not owe any payment to Paychex, and her FSA debit card was reactivated
on  January 21,2016. I’m pleased we were
able to resolve this matter with Ms. [redacted].If
you need additional information or have any questions, please feel free to
contact me at ###-###-####, ext. 68715, or
[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.
The credit that they gave us was for charges that they deducted without merit from our checking account. We requested that they also credit us any administrative set up fees due to the fact that we did not use any of the services that we signed up for. The only service that we were satisfied with was the payroll processing that for two months was okay. We sent a written notice in November to have all of the services terminated on 12/31/2016. We will never use Paychex again and will not refer any of our clients to them either due to the fact that they still do not seem to care. We paid over $3700.00 to set up a service that was never used.  We only asked for half of that back. 
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted].  We are happy to have finally received confirmation that all of our accounts have finally been closed as per our request made in January 2015.  I do however dispute your repsonse: "Dear Mr. [redacted], Upon receipt of your letter, Paychex reached out to you directly to assist with your termination. Thank you for making us aware of this experience; I'm happy we were able to resolve this in a timely and professional fashion. Regards, Paychex Client Relations Team"You did not reach out to us, nor did you resolve this in a timely fashion (9 months is not timely).  The last time anyone from Paychex reached out to us, it was Sherlonda P[redacted] from Paychex Enterprise Risk Management who was threatening to send us to collections.  When we called Time and Labor it took significant effort to reach a live agent, after which my Office Manager spent about an hour arguing with them. 
Regards,
[redacted]

Thank you for your inquiry from [redacted] with [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. I’m writing to follow up on my letter dated June 7, 2017, to provide additional details about the charges our client incurred on the enclosed invoices from April, May, and June 2017.In February 2017, we agreed to offer a discounted price of $34.00 per month (a discount of 76 percent) for April through mid-May 2017 for payroll processing. We agreed to provide a 100 percent discount on payroll processing mid-May through June 2017. As stated on the call and confirmed in the service agreement, this fee was for payroll processing services only. Additional services, including General Ledger Service, preparation of amended returns, and delivery of quarter-end returns and reports are charged separately.After reviewing the invoices, we believe they correctly reflect the discounted pricing agreed upon as well as the additional charges not included in the monthly fee for payroll processing. We’re sorry if there was any misunderstanding about the charges. As a gesture of goodwill, we will issue [redacted]. a refund in the amount of $228.60 for charges incurred for March, April, May, and June. Our client should receive the refund in the next 7-10 business days.  We believe this matter is now resolved. If you have questions, please contact me at [redacted].  Sincerely, Marquise L. [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.
Paychex NEVER sent me anything regarding the price increase.  Had I known I would have cancelled and signed up with another service PRIOR to processing the payroll.Also, as previously stated, had I known I was going to be charged for the W2 beyond the 1 year period I would have instructed Paychex NOT TO PREPARE IT.  I am a CPA and I am capable of doing my own W2 instead of paying the exorbitant amount that Paychex charged.PAYCHEX IS LYING TO YOU because there was never any notification of the price increase and I never agreed to being charged for the W2.  Regards,
[redacted]

Thank you for your inquiry from [redacted]. Paychex takes complaints from our clients very seriously, and we appreciate the opportunity to help resolve any concerns that may occur.We have tried to reach Ms. [redacted] numerous times via email and phone, but have been unable to reach her...

to discuss her concerns with her directly, unfortunately. Per the concern provided to Paychex regarding the monthly billing to be $35 a month, we were unable to find documentation of this quoted amount. We, however, previously updated the account with a 53.33 percent discount to create this monthly rate. In auditing the previous month’s billing we calculated the total overage with this adjusted rate we are honoring, and are just waiting for confirmation on the refund type (on the next invoice or to the bank account). We are happy to finalize this resolution with a confirmation from Ms. [redacted] or from Darin [redacted].The client can reach me at the following contact information so we can address the credit:###-###-####, ext. [redacted], or [redacted]Sincerely, Emma I[redacted] Client Service 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 find that this resolution is satisfactory to me.  Regards,
[redacted]

Thank you for your enclosed 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. After receiving your letter, Paychex has resolved all outstanding issues with Ms....

[redacted], including the reimbursement of funds in the amount of $200.00 to be credited to her account within 5-7 business days. Additionally, we contacted [redacted] State to confirm Ms. [redacted]'s account is up to date. Based on our assessment of the situation, we have addressed Ms. [redacted]'s 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 from [redacted] 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. Ms. [redacted] states that Paychex has not taken action on...

closing the [redacted]’s 401(k) plan and that the company continues to be billed. Our records show that Paychex received termination paperwork on October 4, 2013. We then notified Ms. [redacted] via email that there were discrepancies that [redacted] would need to resolve before we could process the termination. We received the completed paperwork on January 29, 2014, and the plan was cancelled. We informed the client that we needed to receive completed distribution paperwork before we could cease billing the assets on the account. This was noted in the termination paperwork that the client received. We sent distribution paperwork for completion to Ms. [redacted] by US mail on January 31, 2014, and April 11, 2014. We emailed the paperwork to [redacted].net on July 11, 2014. Paychex has not yet received the completed distribution paperwork and continues to bill the plan assets. To resolve this matter, [redacted] must return the distribution paperwork to Paychex via fax at ###-###-####. As a gesture of goodwill, we have already provided three months of credit to [redacted] due to the delay in processing the cancellation between October 2013 and January 2014. If you require additional information or have questions about this complaint, please contact me directly at ###-###-####.Sincerely,[redacted]Executive Client Relations

Paychex is in receipt of your letter regarding a compliant from [redacted] on October 21, 2014. Paychex takes complaints from our clients and their participants very seriously, and we appreciate the opportunity to assist in the resolution of any dispute. In summary, Mr. [redacted] contends that he requested 401 (k) plan cancellation and a refund for improper billing, but has not received the refund. I have carefully reviewed the facts of this matter and the allegations as stated in the complaint. Paychex contacted Mr. [redacted] to discuss the status of the 401 (k) plan and any further action needed for a full closure of the participant accounts on the plan. At this time, Paychex will be refunding a total of $675.00 to Mr. [redacted]. Additionally, we contacted the last participant in the plan directly to assist with the removal of his 401 (k) assets. At this time we are not aware of any further issues with the account and believe that the issue has been resolved to the satisfaction of [redacted]. It is also Paychex' understanding that Mr. [redacted] filed this Revdex.com complaint prior to Paychex and Mr. [redacted] reaching resolution of these matters. If you require additional information or have questions about this complaint or Paychex' resolution of this complaint, please feel free to contact me directly at ###-###-####.Sincerely,[redacted] QKAPaychex, Client Relations

Consumer filed a new complaint since they had not had time to respond:I recently filed a complaint regarding a service from Paychex and the complaint was "closed" since I had "not responded". Since I work long days and hours does not mean I do not wish to work on resolving this issue. It means that I was not able to provide an immediate response. Therefore, I am continuing to complain about the service, or lack there of, Paychex did not provide, along with the closing of the complaint without receiving my response. My previous complaint is regarding the following ID number and communication: My initial complaint: Please refer back to complaint #[redacted] for details Paychex Response: his message originally read on 6/24/2016 Please review the attached document. June 16, 2016?Revdex.com, Inc.?100 Bryant Woods South?Amherst, NY 14228?Attn: [redacted], Complaint Handler?Re: [redacted]?Case: [redacted]? Dear [redacted]:? Paychex has received and reviewed your notification dated 06/12/2016 about the complaint from [redacted]. Paychex takes complaints from our clients and their participants very seriously, and we appreciate the opportunity to assist in the resolution of any disputes that may occur.?We received [redacted]’s election form and processed it on January 4, 2016. His election form wasn’t accompanied by payment or the required carrier election form; therefore, we emailed Mr. [redacted] on January 7 to request that he complete the carrier form and send it to us. On January 14, we sent a follow-up letter to Mr. [redacted], again requesting that he complete and return the required carrier form.?We included a carrier form in the email sent on January 7 and the letter sent on January 14, and in both communications we explained to Mr. [redacted] that without the required form we wouldn’t be able to enroll him in coverage with the carrier.?While we were waiting for Mr. [redacted] to send us the completed carrier form, we identified that the rate Mr. [redacted] was provided for the coverage was incorrect. We subsequently corrected the rate in our system and sent Mr. [redacted] a letter and payment coupons reflecting the correct cost for his coverage. Although Mr. [redacted] did make a payment, he failed to send in the required carrier forms necessary for his coverage to be activated with the carrier.?In April, we contacted the carrier to inquire about obtaining coverage for Mr. [redacted]. The carrier informed us that because Mr. [redacted] didn’t return the required forms on time, they’d only be able to provide coverage effective March 1, 2016.? On April 18, we sent Mr. [redacted] a letter letting him know that if we received the form by April 26, the carrier would enroll him effective March 1. Mr. [redacted] called the COBRA department on April 26, again asking about his coverage. We emailed Mr. [redacted] on May 2 to once again request the carrier form. Mr. [redacted] responded that he was unable to email the form to us but would be able to fax it. On May 6, we informed Mr. [redacted] that faxing was acceptable; however we have no record of the form being faxed to us. Despite our multiple attempts to obtain a completed form, Mr. [redacted] did not send the required carrier form to the COBRA department. As a result, his coverage was not reinstated with the carrier. On June 1, 2016, we refunded Mr. [redacted] via check for all payments he sent us for coverage.?Due to Mr. [redacted]’s failure to provide the required forms within the requested time frames, we’re unable to have his coverage reinstated with the carrier back to January 1, 2016, as he has requested. ?If you have questions, please contact me a[redacted] Sincerely,?Jennifer [redacted]?PIA Cobra Processing Supervisor I would like to start off by stating I initially mailed in the appropriate forms on December 20, 2015 after receiving them on 12/17/15. My first communication from Paychex was after 1/8/16 with regards to the receipt of payment stubs only. I did not receive any information upon sending my initial information about the payment amount, and therefore the first payment was cashed on 1/15/16. oter payments were sent appropriately on the consecutive months through may 2016 and cashed by Paychex. The next form of communication from Paychex wasn't until April 2016 when I received 2 letters on 2 consecutive days regarding a non-payment letter and a reinstatement letter, which prompted me to contact the Paychex office. As stated previously, when I contacted the Paychex representative about these letters, they stated "disregard them and that I was all set". Again, since I spoke with a representative who said to disregard them, I was under the false impression that I was "ALL SET" as Paychex stated. Apparently, Paychex does not keep records of communication because I actually contacted their representative on 4/19/16, not 4/26/16 as they stated regarding the letters I received a few days prior. I had never received any letters prior to the April notifications and would have contacted Paychex much sooner if I had. I have no records of receiving any letters or email in January, as Paychex claims to have sent with regards to incorrect rates or reinstatement coverage forms. Then again, repeating myself, the next form of communication from Paychex was an email from Tyler, who completely stopped all forms of communication from 5/6/16 on. During my attempt to provide these documents that I was apparently all set for, I received no form of communication either by mail, phone or email, which had pushed everything well beyond the target date to reinstate my insurance. MY line of communication was open the entire time with regards to the letters and attempting to provide the appropriate forms necessary, however, Paychex had not returned any of my contacts or even attempted to get in contact with me, even after faxing the appropriate forms prior to the deadline, or leaving a voicemail to COBRA's direct line during the Memorial Day week. Since Paychex completely stopped communication and any attempts to resolve this issue is why I am continuing to file this complaint, and will keep complaining until this is resolved. They refunded my COBRA insurance payments without my authorization (especially since my line of communication was constantly open and my attempts to reach out to them was continuous after receiving the only letters in April); which has forced me to be without insurance for over 6 months, with a chronic medical issue nevertheless. because of their negligence, I am beyond the required 63 day timeframe of insurance coverage and now need to wait 1 year before any insurance carriers will cover any of my "pre-existing conditions" with my chronic illness. If I need any procedures, medication or office visits, it will be completely out of pocket and not covered. So Paychex needs to open their line of communication and resolve this. I never had any issues with any other insurance carriers like I have with Paychex. They seem to put all the faults and mishandelings on the hands of their customers and they will not accept any faults or wrong-doings of their own. This whole experience with Paychex was mishandled, unprofessional and negligent, especially for a reputable entity.Desired outcome: I want Paychex to cover any denied claims in full and avoid any gaps in
coverage with my chronic medical issues. I am also going to keep my
refund and request Paychex cover my medical insurance from 1/1/16
through 6/30/16 to avoid a gap in coverage due to their lack of
communication, misappropriation and unprofessionalism.