Paychex, Inc.

Thank you for the additional inquiry regarding [redacted] [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 response to Mr. [redacted]’s reply to our initial letter:? On June 27, 2017, Paychex processed a refund in the amount of $210.00 to Mr. [redacted]’s bank account via ACH for TLO services for April, May, and June.? On July 5, 2017, Paychex shipped the data disc via UPS to Mr. [redacted] at [redacted]1. We emailed Mr. [redacted] the tracking number and password to follow the location of the disc.? We addressed the conduct of the supervisor who handled the situation incorrectly.We regret any inconvenience this situation might have caused Mr. [redacted]. We consider this case to be resolved.If you have questions, please contact me at [redacted].  Sincerely,  Jeffery [redacted]  Client Service Supervisor

Dear Revdex.com Inc:Thank you for your inquiry regarding [redacted]. Paychex takes complaints from our clients very seriously, and we appreciate the opportunity to help resolve any disputes that may occur.   It is my understanding that [redacted]...

[redacted] stated he needed the Time and Attendance product restored to pull reports, so he can provide to his lawyer.As of this date, the request was escalated to our support team. The task has been assigned and will be completed within 24 hours. I followed up with [redacted] and provided him with this update. He is all set. Very happy with resolution. I believe the matter to be resolved to the client's satisfaction. If you have further questions, you can contact me at [redacted]  Sincerely,  Yocely G[redacted]  Client Service Manager

Re:      [redacted]Case:   [redacted]Thank
you for your inquiry 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. Ms.
[redacted] subsequently contacted Paychex on February 24, 2016, to request that
her 401(k) plan be terminated and administrative fees be returned.  We terminated the plan on February 26, 2016
and, on March 4, 2016, refunded $500.00 to [redacted], which was the
total cost of the administrative fees charged for the duration of the 401(k)
plan.Paychex now considers this
matter resolved.  If you have questions
or need additional information, please call me at ###-###-####, ext. 60093. Thank
you.  Sincerely, Mary S[redacted] 401(k)/S125 Client Relations Representative

Thank you for your inquiry regarding [redacted] LLC. Paychex takes complaints from our clients very seriously, and we appreciate the opportunity to help resolve any disputes that may occur.It is my understanding that [redacted] LLC stated there was a concern regarding an outstanding amount sent to collections after 2 payments were made to Paychex in January 2017. [redacted] LLC received numerous threaten phone calls from a collection [redacted] and they did not understand why as they did not owe the amounts indicated. [redacted] LLC also indicated that they keep receiving invoices. After initial resolution was sent, the collection [redacted] continued to call and the request payment arrangement was not set.  As of this date, I have spoken to [redacted] at [redacted] LLC and she has spoken to Brian [redacted], an internal collections representative, to set the payment arrangement as requested. Payments will be made on the 27th of every month online for 10 months in the amount of $200. The outside collection [redacted] has been notified to cease all calls to this company I believe the matter to be resolved to the client's satisfaction. If you have further questions, you can contact me at [redacted]  Sincerely,  Nacole H[redacted]   Client Services Supervisor

Thank you for your inquiry regarding [redacted]. ([redacted]). Paychex takes complaints from our clients very seriously, and we appreciate the opportunity to help resolve any disputes that may occur. I’m following up to the initial response letter I sent you on 09/02/2016 and the subsequent reply from [redacted]. Ms. [redacted] Hawkins challenges the statement that the tax recovery issue resulted from a bank account change. Our client’s bank account ending in [redacted] was (see attached) associated with the organization unit “[redacted].” This organization had been inactive for a period of time because it didn’t have active employees assigned to it. During the time the organization was inactive, [redacted] closed the bank account ending in [redacted], but failed to advise Paychex of the change. On June 30, 2016, [redacted] added an employee to payroll and assigned him to “[redacted]” (see attached). When we processed the 7/1/2016 payroll, we attempted to draft the employee’s pay and tax liability from the account ending in [redacted] (net pay of $259.85 and tax liabilities of $80.92), but were unsuccessful, as the account was closed. If Paychex cannot make tax deposits in full, we place the tax payments on hold. Paychex does not make partial tax payments. After this occurred, we contacted Ms. [redacted] on several occasions to obtain direction on which of her three accounts to debit, as we were unable to draft funds from the account ending in [redacted]. On July 7, 2016, Ms. [redacted] suggested that the appropriate bank account could be the one ending in 6925, but first wanted to speak with her payroll specialist who was out on vacation. Upon his return, the payroll specialist was unable to get approval from Ms. [redacted] to debit a different bank account and resolve the situation. Contact was made between our Recovery department and Ms. [redacted] on the following dates: July 7; July 12; July 14; and July 20, 2016. The situation was still unresolved when Ms. [redacted] cancelled Paychex services on August 3, 2016. At that time, we transferred funds we had collected for Taxpay (federal withholding) and used them to cover the $259.86 recovery balance. I’ve also attached a summary of the state and federal tax payments Paychex made on behalf of [redacted], all amounts we’ve refunded to the client, and the tax periods in which we’ll take responsibility for penalty assessments.  If you have questions, please contact me at 678-354-7776, ext. [redacted]. Sincerely,  Cheri [redacted] Branch Manager

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. On April 18, 2017, [redacted] contacted Paychex Retirement Services to...

question why he was still being billed. Our 401(k) representatives advised [redacted] that there were still funds in the plan, and Paychex would continue billing until participants removed these funds. The representative stated to the client that billing would continue until we received the termination paperwork back.I called [redacted] on January 12, 2018 and again on January 15 and had to leave two voicemails. After further review, the company’s plan continued to be billed all the way through December of 2017 as we never received this paperwork back. Currently, the client was sent to collections for Paychex to recoup this loss. [redacted] is aware that he needed to terminate the plan and if he has further questions he can reach out to me directly. I believe this matter to be resolved. If you have further questions, you can contact Dan M[redacted] Sincerely, Dan M[redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  It's too bad that after contacting Revdex.com I had to get the Department of Labor involved before they would admit wrong doing and fix the problem.  I'm just waiting to see what other hidden/illegitimate fees they'll charge us ages after ceasing our business relationship with them.
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.Paychex recognizes [redacted] was dissatisfied with our decision not to remove the Return of Concessions...

fees from their billing. I apologized to Mr. [redacted] if the sales representative misinformed him and provided him with a copy of our payment information form signed by Mr. [redacted].On September 22, 2017 I informed Mr. [redacted] Paychex will not waive the $1,500 transfer fee. However, Paychex has offered to return all set up fee, partial administrative and Return of Concessions fees, totaling $435 to Mr. [redacted]’s bank account and $19.63 to plan assets upon receipt of termination paperwork.I believe this matter to be resolved. If you have further questions, you can contact Krystal S[redacted] at ###-###-####, ext. [redacted], or [redacted]Sincerely,Krystal S[redacted]Paychex 401(k)/S125 Client Relations Management

Thank you for your inquiry regarding [redacted]. Paychex takes complaints from our current and former clients very seriously, and we appreciate the opportunity to assist in the resolution of any disputes that may occur. On December 18, 2014, [redacted] contacted Paychex requesting...

that we process her company’s payroll for the December 29, 2014, check date. We processed this payroll as requested. On December 22, 2014, she contacted us again requesting that we reverse the December 29, 2014, check date, and re-enter the payroll with a December 23, 2014, check date. At the time of this request, we notified Ms. [redacted] that her company bank account would need to have all funds available to cover the initial debit and credit associated with the original December 29 check date, and the subsequent debit associated with the December 23 check date. Because we informed Ms. [redacted] of this requirement, Paychex will not reimburse the company account for overdraft fees. Ms. [redacted] also inquired about a $65.00 401(k) distribution fee that she would like returned to her account. Unfortunately, we’re unable to return this fee because we provided Ms. [redacted] with 401(k) fee disclosures making her aware of all distribution fees associated with the plan. 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 [redacted]Sincerely,Alex SClient Services Supervisor

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]

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]

ON january  1 I contacted [redacted] about the excess charges to our bank account. I asked her to tell her admin people to stop taking money out and depositing money from our account as we were limited to how many transactions we can do per month. they had 18 transactions in just december. I also informed her they took out payroll on the wrong dates. there was one week on december that they forgot to take payroll out completely and I had to call  [redacted] that noone had gotten paid. January 6th I emailed again, requesting that someome call me in regards to the bank matter, in addition I questioned why an additional $350 had been removed from the account when payroll had already been called in last week of december. I finally got on the phone with [redacted] january 8th and we went through every charge that was in quetsion and eveery deposit. She returned and email to me on january, I asked her to have the acocunts person and her get on the phone with me asap. On january 12th I emailed again, no reply. on january 15th I emailed again no reply. January 21st I finally received a reply. it said that her and the account people went over the info and they saw nothing wrong......and that all teh amounts were accounted for. I emailed back same day and told her that I did not see that in the accounting and that I again request someone to get on the phone with me.  Our account bounced beause of what they did, my persona acocunt bounced and they never once informed me that they were having account issues......and were going to take money on the wrong dates.....I also questioned on January 22nd  why our w-2 charges had gone up since we had less employees, she stated there was a raise in prices, I replied to her that again, people were messing with the account and noone even informed me of this. I then told her that we would start looking for aother company to do our payroll. On the 22nd she send me a payroll  journal and it still did not match the dates of money that was moved in and out of our bank account, I again asked for the fourth or fifth time that an actual accounts person who did the transactions to get on the phone with me. I was refused again. I emailed again January 29th with the same request, that the document she sent me did not explain the charges and why money was taken out on the wrong dates. I received no reponse. Of feb 6th we found a new company and I passed their representative onto [redacted] to finsih the transfer of our account to theeirs. the issue with the retirement division stems from paychex breacj of our contract. I should not be held to any fees or charges because paychex already caused many fees and charges for bouncing our account.

Thank you for your inquiry from Dr. [redacted], owner of [redacted] T. [redacted], [redacted], PC. Paychex takes complaints from our clients very seriously, and we appreciate the opportunity to help resolve any disputes that may occur. For your reference, I’ve enclosed the complaint against Paychex, Inc. (“Paychex”) where Dr. [redacted] asserts that her payroll was processed incorrectly and her Paychex representative was not responsive.I attempted to contact Dr. [redacted] on April 10, 2017, to discuss this situation and the requested refunds. Sabrina [redacted], a client services supervisor, left a message for Dr. [redacted] on April 10, as well. I followed up with an email on April 13 requesting more information about the payroll issues and charges. On April 11, 2017, I tried to contact Dr. [redacted] again to discuss this matter. My manager, Heidi [redacted] also attempted to reach out to Dr. [redacted] on April 11 and April 27. To date, we’ve been unable to connect to Dr. [redacted] and she hasn’t responded to our messages; however, we’ll continue to try to contact her to resolve this matter.  Paychex issued a refund to Dr. [redacted] for two General Ledger credits totaling $32.83 on April 10; my records show that we had already waived the remaining General Ledger fees. Although the invoices indicated that Dr. [redacted] was charged for this service, she received a 100 percent discount, and therefore, was not charged. This shows in the discount line item grouped with other discounts.In addition, on April 13, we submitted a requested for a delivery fee credit totaling $105.25; however, we later discovered that this did not process accurately and the refund was included on the May 5th amount described below.  I’ve determined that the 2016 Form W-2 fees were billed appropriately at $132.50. The additional charges were for delivery as well as a minimum monthly service fee of $58.00. We refunded the minimum monthly fee via a live paper check on February 17, 2017. Although our records indicate correct billing, we issued a refund of $252.48, per Dr. [redacted]’s request; the funds were deposited electronically into Dr. [redacted]’s account on May 5, 2017.  I’ve manually calculated the FICA tax on the 2016 Forms W-2 that Paychex prepared and concur that they’re accurate. We’d like to help with the Form W-2 corrections if Dr. [redacted] would like us to. We request a conference call with Dr. [redacted], Heidi [redacted] (Regional Service Center Manager), Kathy Fohr (Client Service Manager), and myself to ensure Dr. [redacted]’s concerns have been resolved to her satisfaction. We propose that the call take place on May18, at 8:30 a.m ET.; May 23, at 12:00 p.m. ET; or May 23 at 3:30 p.m. ET. Dr. [redacted] may select one of these times or propose a new meeting time by contacting Heidi [redacted] at [redacted], ext. [redacted], or [redacted].   Sincerely,  Tarey [redacted]  Client Service Manager

Please refer to attached letter of response from our 401(k) escalation team.Thank you for your inquiry from [redacted] regarding [redacted] 401 (k) Profit Sharing Plan and Trust. 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] asserts that he was billed for a 401 (k) plan without his authorization and did not receive a billing statement until seven months later. Paychex records show that Mr. [redacted] signed the agreement to set up a 401(k) plan for [redacted]. on August 22, 2014, to be effective on September 1, 2014. Paychex sent monthly billing statements, beginning September 3, 2014, to the following address provided on the plan set-up paperwork:[redacted]Beginning on March 11, 2014, Mr. [redacted] and administrative contact [redacted] called Paychex multiple times to request invoice amounts be refunded. We notified them that we could not refund them for services already rendered, but we would offer a future billing credit as a gesture of goodwill for any misunderstanding. Mr. [redacted] and Mr. [redacted] declined this offer.On March 19, 2015, Mr. [redacted] called to terminate the plan. We told him he would need to provide his employees and Paychex a 30-day notice to remove the [redacted] provision before terminating the plan. Paychex received this notice on April 6, 2015, and sent termination paperwork to plan participants. We received the signed termination paperwork on May 12, 2015.Paychex is currently in contact with Mr. [redacted] to discuss remaining fees. On June 11, 2015, we issued a $115.00 credit for May 2015 billing and disbursed all assets; the [redacted]. 401 (k) plan is closed. We will not issue a bill for June 2015 and consider this matter resolved.If you have questions or need additional information, please call me at ###-###-####, ext. [redacted]. Thank you.Sincerely,Dan M[redacted]401(k)/S125 Client Relations Representative

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.  I talk with Dan on yesterday and went over info I sent them in February of 2017 to discontinue this plan Dan is suppose to get back to me on a resultion which is still pending the letter he sent to you was prior to our conversation on yesterday  Regards,   [redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  Regards,   [redacted]

Here is the bill we received from NYSIF. My complaint is based on the fact that we cancelled Paychex because of the cost. At that point we assumed we'd cancelled everything which included NYSIF. My fort knowledge of the fact that we were still being billed by NYSIF was when I received a bill, then bills after. I reached out to Sebastian C[redacted] who was my rep with Paychex. Initially he tried to help then refused to answer emails, calls and texts as this escalated. Now I have disputed all of these charges because we converted from a W2 staff to a 1099 in January 2017. Paychex must take responsibility for this as they were negligent in making sure a customer was not signed up to something they had no idea of.  I still get bills from Paychex that I have to dispute. I don't know
who's in charge here but they do really underhanded business. Best,  [redacted](Attachments were included)

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] submitted the complaint to the Revdex.com to dispute the balance of $359.88...

he paid to [redacted] & [redacted] regarding a Paychex claim. Upon receipt of your letter, [redacted], Paychex client service manager contacted Mr. [redacted] to explain the fees were charged for year-end processing services, which Paychex was unsuccessful collecting resulting in multiple NSF fees. We did agreed to issue a credit of $110.00 on December 31, 2014 to offset the NSF fees. After speaking with the client service manager, Mr. [redacted] understood the reason for the fees, and indicated that he was satisfied with the response. The client service manager provided his direct contact information for further questions regarding this matter. 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

January 22, 2016            Case No. [redacted]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. The
situation our former client reported to your agency resulted from a
miscommunication in November 2015. We processed a payroll on November 27, 2015,
that [redacted] didn’t want us to process. Once we were notified
of the situation on December 3, 2015, we took corrective action. We refunded
the necessary funds through the same ACH process that originally occurred.  Since that time, [redacted] has requested proof from Paychex that
we filed Form 941 tax payments from February 2015 – November 2015 on its behalf.
We will be sending that proof via email no later than January 15, 2016. Home
Inspection Network also requested that we close the account with Paychex. We
officially closed the account on January 6, 2016. We communicated and confirmed
with [redacted] that we will not be preparing or filing any tax
forms on its behalf for fourth quarter 2015 or year-end forms for 2015. Finally, we’ll be delivering an apology letter no later than
January 15, 2016, for processing the November 27 payroll.We
consider this matter resolved; however, we’ll continue to work with Home
Inspection Network if it’s determined that additional materials are required. If you have
questions, please contact me at 954-443-0442, ext. 5221100 or
[email protected]. Thank you.Sincerely, Leslie D[redacted] Client Service Manager

I hav 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 states that they notified us "numerous times" to get them info regarding filing frequency.  That is not true.  I never received any such request.  Given that Paychex was late with 2nd quarter filing, if they were going to make such a request to us, I would think they would have done it then.  Likewise, when they were again late with the 3rd quarter payment, I complained, but got no response.  And, when I notified them that the 4th quarter payment was also late, I got no response at all. Also, they stated that "as a one-time courtesy" they would refund the $156.07 for the 3rd quarter late penalty.  That was dated Feb 6, and now on March 3, no such refund has been received.  Perhaps it is just slow, but I note that another company with a similar problem states to Revdex.com that such a refund was promised but never received.  I hope we will h**e better luck.  Regards,  [redacted]