Paychex, Inc.

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 October, 2014 Mr. [redacted] contacted Paychex requesting to cancel services...

and asked that we maintain the active status of the account for year-end processing. He asked his payroll specialist how much that would cost, and she stated it would be $49.00 per month. Unfortunately, the payroll specialist did not communicate to Mr. [redacted] that not only would he be liable for the $49.00 per month charge, but he would also see a charge for his Forms W-2 processing on his January invoice.On January 12, 2015, we removed the $49.00 minimum monthly billing charge from Mr. [redacted]'s account, which was for the month of December. Technically he should have paid that amount to close out the year, but when he called his payroll specialist regarding the amount, we gave him the credit.On February 24, 2015, Paychex removed the W-2 processing charge of $137.75 from his January invoice. Mr. [redacted] was responsible for this fee as well, but we decided to waive the fee instead, and we have also notified our collections department that there are no amounts due on Mr. [redacted]'s account.The payroll specialist will contact Mr. [redacted] to explain this and to apologize for the miscommunication. If you require additional information or have any questions regarding this complaint or Paychex' resolution of this complaint, please feel free to contact me at ###-###-####.Sincerely,[redacted]Senior Executive Client Relations

Good afternoon,We appreciate the opportunity to address this concern with our client. [redacted] has two accounts with Paychex in two locations, and we have made numerous unsuccessful attempts from both offices to reach the client to discuss this situation. We would like to work with our client to...

resolve this concern and believe we can come to a mutually satisfactory resolution, including a refund of some fees, but we must speak with the client to understand the amounts presented as they do not match our records. We will continue in our attempts at outreach.Regards,the Paychex Customer Service Team

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 occur. Our
client received an IRS notice because Paychex initially filed the company’s 1st quarter 2013 tax return using an incorrect federal identification number (FEIN).  We have since filed a corrected return with
the appropriate FEIN. We will follow up with the IRS in six weeks to confirm that
the client’s tax return has posted and the notice is withdrawn. We
notified our client on November 10th that the agency shows a balance
due of $115.45 from a time period prior to starting on Paychex service.  If our client incurs a penalty for a late
payment associated with our delay in filing, Paychex will accept responsibility
for that penalty amount.Of
course, if you require additional information or have questions, please feel
free to contact me directly at 310-338-7900, ext. 57300, or [email protected],Debi
W[redacted]Branch
Manager

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.To recap, on July 17, 2013, [redacted], [redacted], contracted with Paychex...

Retirement Services to initiate a company-sponsored 401 (k) plan with Paychex as its recordkeeper. Our client's plan administrator opted for a 401 (k) plan with an automatic enrollment feature. An automatic enrollment plan is designed to enroll employees automatically when they become eligible to participate in the plan, based on the eligibility parameters set forth by the plan. The employee is enrolled at a pre-determined percentage set by the plan administrator.The plan administrator is required to give each employee a 30-day enrollment notice prior to them being enrolled in the plan. This requirement is not a requirement of the recordkeeper, but of the plan administrator. Our records show that Ms. [redacted] was automatically enrolled on August 16, 2013, exactly 30 days after the plan was established. A plan participant has 90 days from the date of automatic enrollment to opt out of the plan without being charged a distribution fee of $65.00. All of this information would have been provided in the notice the plan administrator was required to provide to Ms. [redacted] 30 days prior to enrollmentThe $65.00 distribution fee is charged for from each participant for all first time distributions from the 401(k) plan. This fee is included in our Participant Fee Disclosure that was sent July 17, 2013, to the plan administrator for distribution and is also available on the 401 (k) participant website.Upon Ms. [redacted]'s separation of employment on October 7, 2013, Paychex sent her paperwork with instructions on how to request a distribution from the 401 (k) plan. We mailed the paperwork 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]. As of the date of this letter, Ms. [redacted] has not made an election to remove the funds, and we haven't processed a distribution. 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 from our clients and their employees very seriously, and we appreciate the opportunity to assist in the resolution of any disputes that may occur. Mr. [redacted] states that he was charged $5.00 by Paychex for a service...

that no longer existed after he informed Paychex his business would be temporarily closed. As a courtesy, Paychex coded [redacted] as seasonal so they would not incur the minimum monthly billing of $49.00/month charged to non-processing clients who wish to keep their account open to cover costs of maintaining their records and producing the required quarterly tax returns.On July 31, 2014 Mr. [redacted] was billed an invoice fee of $10.00 for the delivery of his 2nd quarter end package. Paychex was not successful collecting the $10.00 from Mr. [redacted] as the account had been closed. As a result, Paychex charged a $75.00 non-sufficient fund (NSF) fee.After researching this incident, we believe that the Paychex representative accurately represented our service fees to Mr. [redacted]. We regret that our relationship with Mr. [redacted] was not to his satisfaction. As a courtesy, we will refund the $10.00 service fee and the $75.00 NSF fee to put the account at a zero balance.If you require additional information or have any questions regarding this complaint or Paychex' resolution of this complaint, please feel free to contact me at ###-###-####, ext. [redacted].Sincerely,[redacted]Client Service 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. These people are liars.  We have been trying to contact them and nothing.  We do have fees that are now showing up not just from June and July but apparently now they were making mistakes before.   Attached are the extra fees I have so far. Also attached the letter where it says all they were going to return but they didnt.  And NOONE notified me of that.  They did not give me back $ 8500.46, they only deposit back 6081.30.  Then apparently they ended up making a payment but reduce some money from it. This person "[redacted]" seems to me only copy/paste from the last response and has not taking the time to look at the details.   One last thing, I NEVER asked for a change on my bank account number.  THEY made that mistake.  THEY arbitrarily changed it!   I need to get the refunds.  I havent gotten ANY back.  Only time wasted trying to get them to do things right.  Regards,   [redacted]

I’m writing to follow up with you regarding the
second complaint from [redacted] of [redacted].We understand that Mr. [redacted] feels Paychex
is placing the blame on him, but that’s not our intention. Mr. [redacted] requested to cancel his account in November; however, we didn’t process this
change until December 2, 2015, which caused a minimum monthly charge to be
assessed to his account. We refunded this charge in January.The payroll specialist incorrectly believed
that Mr. [redacted] wanted us to prepare year-end documents, which included
Forms W-2 processing. We’re unclear as to why there’s a misunderstanding here
because when Mr. [redacted] contacted us about the charges for preparing these
documents, we refunded him both the Forms W-2 processing charge, and the
postage charge for sending them back to Paychex. We do apologize that the
refund process for both the minimum monthly charge and the Forms W-2 charge
took longer than expected for him to receive. According to the statement that the sales
representative “lied” to him about the pricing in 2014, Paychex has that
pricing proposal that is in line with the services that we were charging him
for. The expectation is that the sales
representative represents Paychex following the Paychex Values and Guiding
Behavior policies. It’s possible that the sales representative didn’t
stress clearly enough that the discount was only good for three months;
however, when Mr. [redacted] called us in 2014 to inquire about the increase
after three months, the manager extended the discount for a full year in order
to make up for any misunderstanding, and in an attempt to provide the best
quality service. If you have questions, please contact me at ###-###-####,
ext. [redacted], or [redacted].
Thank you.

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.[redacted] alleges that Paychex made an error causing a $67,000 overpayment to...

various taxing authorities and is requesting a refund from Paychex. As set forth in more detail below, Paychex denies this claim. The client processed the payroll in question on December 30, 2015, with a December 31, 2015, check date. [redacted]’ designated client contact, [redacted], entered and released the payroll and Paychex did not assist at any point in that process. [redacted] was solely responsible for verifying the accuracy of the information entered into the payroll system and had the opportunity to review the payroll both before and after it was final.  Based on a review of the payroll report for the December 30, 2015 payroll, which [redacted] received at the time the payroll processed, it included a total of $137,286.51 in federal and state taxes deducted and paid on behalf of Mr. [redacted]. Again, these amounts were entered and approved by [redacted]. [redacted] had three (3) business days to advise Paychex of any inaccuracies, but it failed to request a correction until January 29, 2016. Paychex is able to reverse the payroll in its system, but for [redacted] to obtain a refund of the overpaid taxes, it needs to file amended returns. As [redacted] is aware, once the tax returns are amended, [redacted] will receive a refund of those tax amounts. Paychex advised [redacted] in January 2016 that we are willing to amend the returns on [redacted]’ behalf for $250.00 plus $50.00 per hour to process the correction and the corresponding amendments. While Paychex did make this offer, we have no record that [redacted] has asked us to perform the service nor did we receive payment.  Despite the prior quote for the amended returns, Paychex is willing to prepare and file the amended W2s, 941x and G7 returns at no charge. Paychex received a letter from an attorney representing [redacted] at about the same time that it received this Revdex.com complaint, and will work directly with [redacted]’ counsel to resolve this matter.If you have further questions, please contact me at [redacted], or [redacted].  Sincerely,  Cheri C[redacted] Branch Manager

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.The client has stated that Paychex charged them excessively after the business joined our...

service, and they felt that many of the charges were hidden fees undisclosed at the time of sale. I've reviewed all charges to the client, and there were no undisclosed charges or billing errors. The client signed a Services Agreement that explained there would be additional charges for monthly billing (rather than electronic debiting), for late payroll processing (premium processing), and also for instances of nonsufficient funds. Paychex was in no way attempting to hide any of these charges from [redacted].We were sorry to learn that the client felt it necessary to switch payroll companies. We would have welcomed the opportunity to work out a compromise with the client and retain their business. In fact, we called the client today and left a voicemail still hoping to connect. The amount the client owes Paychex is currently $1,368.00. We would have offered to accept half of what was owed, $684.00, and forgive the balance. Even though we haven't been able to reach the client, we will still cut the charges in half and seek payment of only $684.00 to settle their account.We believe this complaint to be resolved. Of course, if you have further questions, feel free to contact me at [redacted].  Sincerely, Susan [redacted]Senior Manager Regional Service Center

Paychex has received and reviewed your communication dated July 28, 2016 about the complaint from our client, [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] filed a complaint disputing an audit balance due of $1,029.63 on its workers' compensation policy for the term of April 1, 2015, through April 1, 2016. Our client was enrolled in our Workers' Compensation Payment Service (WCPS), a budgeting tool to assist clients in managing premium payments with a goal of minimizing audit balances at the end of the policy term. We collect and remit premium payments on behalf of the client on a regular basis throughout the policy term. At the end of the policy term, the carrier completes an audit to determine if there’s additional debit or credit necessary on the account. The collections are based on a calculation that incorporates estimated annual wages, state surcharges/credits, and the correct classification of employees.After an audit at the end of the policy term, [redacted], the insurance carrier, calculated a premium payment due of $1,029.63. When our client brought this situation to our attention, we reviewed the audit and found that [redacted] had not taken into account the anniversary rating date of [redacted] We requested a premium revision, and the amount due was changed to $86.63 for increased limits requested during the policy term. Since Paychex already collected the original audit balance of $1,029.63, we issued a net credit of $943.00 to [redacted]We want to express that, while we understand the frustration and miscommunication, we were not able to resolve the issue earlier due to the carrier’s time constraints. Below, please see the series of events and our actions dating before the complaint was filed:• May 24, 2016 – The client called us after receiving audit paperwork from the carrier. We advised that Paychex Insurance Agency (PIA) would not receive those documents from the carrier for approximately 45 days. At that point, we would complete the audit and send a Statement of Premium Collections detailing the collection to the client.• July 6, 2016 – The client called into our service center twice to question the audit balance. In both instances, we explained that our audit team would contact the carrier, [redacted], for its audit notes, and the team could research the findings once it acquired that information.• July 11, 2016 - [redacted] provided the audit notes and findings to PIA.• July 11, 2016 - An audit specialist reviewed the findings and determined that [redacted] had not accounted for an anniversary rating date, causing an incorrect, higher rate to calculate the premium.• July 11, 2016 – An audit specialist reached out to [redacted] to revise the audit with the correct rates that accounted for the anniversary rating.• July 13, 2016 - PIA received the revised audit from [redacted] with a revised amount of $86.63 due. This balance accounted for increased limits requested during the policy term.• July 14, 2016 - The Audit Supervisor left a message with the client explaining the situation and confirming that the audit had been revised by the carrier. We entered a net credit of $943.00 into the client’s account.At this time, we feel the review of the audit and subsequent completed premium revision, along with the credit of $943.00, have resolved this issue. Additionally, we will issue a credit of $156.00 for last year’s WCPS fee to the client. We sincerely apologize for the delayed response and have established more consistent guidelines for communicating with clients as collections are requested.If you have any questions, please contact me at [redacted] or mps[redacted]@paychex.com.  Sincerely,  Mary S[redacted]   Manager, Property and Casualty Operations

Thank you for your inquiry about [redacted], a contractor of our client [redacted]. Paychex takes complaints from our clients and its employees very seriously, and we appreciate the opportunity to assist in the resolution of any disputes that may occur.  [redacted]...

contends that Paychex has not filed a corrected Form 1099 with the IRS on his behalf to correct duplicate wages we reported in 2013. Paychex sent [redacted]’s amended 2013 Form 1099 information to the Internal Revenue Service in May 2015.  Mr. [redacted] received a CP2000 notice from the IRS in Feb/2015 and shared it with his employer. Upon receiving word of this notice, Paychex sent the corrected copy of the Form 1099 to our client [redacted] to distribute to Mr. [redacted]. The IRS notice is requesting the contractor send this information.  According to a May 10 email Mr. [redacted] sent to us, he has a copy of the corrected Form 1099. He must send this to the IRS along with the CP2000 letter he received. Paychex cannot correspond with the IRS on behalf of Mr. [redacted], as we do not hold Power of Attorney for him, only for his employer. The IRS will not require anything further; therefore, by submitting this documentation to the IRS, [redacted] will close the case.  Paychex now considers this matter concluded. Of course, if you require additional information or have questions, please contact me at [redacted], or by email at k[redacted]@paychex.com. Thank you for your business.  Sincerely,  Karen [redacted] Senior Branch Manager

Please review the attached document.Kind regards,[redacted]Paychex Client Relations/Client AdvocateJanuary 19, 2017Revdex.com, Inc.100 Bryant Woods South Amherst, NY 14228 Attn: [redacted], Compliant HandlerRe: [redacted]Case: [redacted]Dear [redacted]:Thank you for your inquiry...

regarding our client [redacted]. and its employee, [redacted]. Paychex takes complaints from our clients very seriously, and we appreciate the opportunity to help resolve any disputes that may occur.Mr. [redacted] states that he was unable to cancel his Flexible Spending Account (FSA) during the 2016 year, and that he should be reimbursed for his payroll deductions into the account.According to Internal Revenue Service (IRS) regulations, employees’ individual annual elections are available for them to use at the start of the plan year. This is the basis for deductions throughout the year, and this is why the 2016 election could not be changed mid-year.On December 23, 2016, Mr. [redacted] called Paychex and we provided him with the form to change his enrollment; Paychex received the completed form on January 10, 2017, from Mr. [redacted]. At that time, he was de-enrolled in the FSA for 2017 and the deduction on the check dated January 6 was reversed.Mr. [redacted] can submit claims on his 2016 balance during the 90 day close out period, ending March 31, 2017, for any eligible services incurred during the 2016 plan year. Any unused funds will be forfeited to the employer to benefit the FSA plan.We consider this matter resolved; however, we’ll continue to work with Mr. [redacted] if he has any additional questions.If you have questions, please contact me at [redacted], ext. [redacted], or [redacted]. Thank you.Sincerely,Dan M[redacted]Paychex Client Relations

Please review the attached letter and three accompanying documents. Kind regards,  Mieux [redacted]  Paychex Client Relations/Client AdvocateThank 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.Here is a timeline in regard to [redacted]’s complaints about the purchase, fund collection, and transfer of its 401(k) plan: • August 18, 2016 – One of the owners of [redacted], LLC, [redacted], signed a service agreement and plan adoption agreement to set up a 401(k) plan with Paychex Retirement Services. Mr. [redacted] elected for auto-enrollment and signed an enrollment form to enroll himself in the plan at 1 percent payroll deductions.• August 26, 2016 – Paychex Retirement Services sent a welcome email to [redacted] to confirm its plan effective date of September 16, 2016. The email advised [redacted] to contact Human Resource Generalist (HRG) Allison [redacted] with questions about the plan.• September 16, 2016 – Paychex Retirement Services activated the 401(k) plan.• October 16, 2016 – We automatically enrolled any eligible employees of [redacted] into the 401(k) plan. In turn, Paychex withheld contributions from employees’ wages and then collected the funds from [redacted]’s bank account to invest in the plan.• January 2017 – [redacted] contacted Allison indicating they were looking to transfer the 401(k) plan to another provider.• February 10, 2017 – [redacted], [redacted]’s financial advisor, emailed plan transfer paperwork to Allison. Allison responded saying the following corrections needed to be made to finalize the paperwork:     o Provide a future payroll end date for #2 of page four for the date of the final 401(k) deductions     o Enter authorized contact at [redacted] recordkeeper on page four     o Put wire instructions need on company letterhead and address to:          Paychex Retirement Services          1175 John Street          West Henrietta, NY 14586     Include [redacted] recordkeeper's wire instructions, as shown on page six• February 20, 2017 – Paychex received updated plan transfer paperwork; however, the wire instructions were handwritten and not on company letterhead, per the instructions.• March 6, 2017 – Paychex received updated typed wire instructions, but the instructions were not on company letterhead.• March 7, 2017 – [redacted] sent Paychex updated wire instructions but did not complete the plan transfer fee form.• March 13, 2017 – Paychex received the completed plan transfer fee form (the last document needed) and expedited processing [redacted]’s forms and sent the plan conversion timeline the same day.• May 8, 2017 - [redacted]’s 401(k) plan is set to transfer to its [redacted] recordkeeper the week of May 8, 2017.In regards to the most recent complaint indicating that [redacted] was unaware of what he was signing, we attached documents showing Mr. [redacted] was aware that he was starting a 401(k) plan with Paychex for [redacted]. I attached a signed Organization Resolution Adopting Paychex Employee Benefit Plan that states Mr. [redacted] was setting up a 401(k) plan on behalf of his company effective plan year 2016. Additionally, page 18 of the attached signed Service Agreement states;“Client warrants that it possesses full power and authority to enter into this Agreement (Rev. 5/16) on its own and on the Plan’s behalf and has read and agrees to the terms and conditions listed above and on the preceding pages. The person signing below as the Client’s representative warrants, as an individual, that he or she is the Client’s representative authorized to sign this Agreement and that his or her signature is genuine.”Lastly, on August, 26, 2016, Paychex emailed the attached 401(k) Welcome Email to Mr. [redacted] informing him that a 401(k) plan with Paychex was set up effective September, 16, 2016, and to contact his HRG Allison [redacted] with additional questions.Attached is the plan transfer paperwork that [redacted] was required to complete to transfer their plan. The paperwork has clear instructions on how to complete it, and in no way does Paychex attempt to make a transfer or termination process tedious or difficult. Paychex notified the client each time there was a discrepancy. After we received completed forms for [redacted]’s plan transfer request, we processed the transfer the same day and emailed them the conversion timeline.We feel that we have completely addressed [redacted]’s complaints. Please let me know if you have additional questions.   Sincerely,  Joshua [redacted]    Paychex 401(k)/S125 Client Relations Management

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.
 
In her letter, Ms. [redacted] states that Paychex did not respond to the...

clients inquiries regarding the status with their Time & Labor Online product setup process.  Additionally, Ms. [redacted] has not been able to make any contact with their original Paychex sales representative.
 
Prior to receiving your letter, Paychex had resolved all outstanding issues with Ms. [redacted], including confirmation of their Time & Labor Online setup completion. 
 
Based on our assessment of the situation, Ms. [redacted]’s concerns have been addressed 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 Executive Client Relations Analyst