Paychex

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 facilityAfter 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 claimsThe anticipated reinstatement date is September 20, 2016.Paychex considers this matter closedOf 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 regarding [redacted] Financial LLCPaychex takes complaints from our clients very seriously, and we appreciate the opportunity to help resolve any disputes that may occurIt is my understanding that [redacted] Financial LLC has been billed different amounts since starting with Paychex, and he was under the impression that the free payroll for referrals should have already taken effect immediatelyHe was also upset that there were added 401(k) fees that he was not made aware of when starting his plan with PaychexAs of this date, we've resolved the 401(k) charges and have refunded $for monies that Mr [redacted] was overchargedI am currently working with our billing department to check on the sales promotion, and when it will take effect for his accountI have also informed Mr [redacted] that I will follow up with him on Friday, August 4, to confirm the promotional pricing and provide any updates I have for him at that timeI am truly sorry for the miscommunications that occurred between us, but I believe the matter to be resolved to Mr [redacted] ’s satisfactionIf you have further questions, you can contact me at ###-###-####Sincerely, Jessica OClient Service Supervisor

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, Mr [redacted] contacted Paychex requesting to cancel services and asked that we maintain the active status of the account for year-end processingHe asked his payroll specialist how much that would cost, and she stated it would be $per monthUnfortunately, the payroll specialist did not communicate to Mr [redacted] that not only would he be liable for the $per month charge, but he would also see a charge for his Forms W-processing on his January invoice.On January 12, 2015, we removed the $minimum monthly billing charge from Mr [redacted] 's account, which was for the month of DecemberTechnically 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-processing charge of $from his January invoiceMr [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 miscommunicationIf 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

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 occurOn March 9, 2015, we contacted Ms [redacted] directly to address the situation related to her [redacted] coverageDuring our conversation, we explained that we will continue to help her with her pending [redacted] claimsIf Ms [redacted] has claims for the time period between January 1, 2015, and February 5, 2015, that [redacted] has not reimbursed and she believes they should be, based on her coverage, we will continue to work with her to address those claims immediately with ***We also explained that as the [redacted] participant, Ms [redacted] is responsible for paying all [redacted] premiumsPaychex must receive these premiums as soon as possible to ensure payment to [redacted] prior to March 31, At this point, there has been no lapse in Ms [redacted] ’s coverage, and no loss of benefitsIf 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***.Sincerely, [redacted] PEO Health and Benefits Manager

Dear [redacted] :Thank you for your enclosed 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 her letter, Ms [redacted] states that she has not been able to use the Paychex Flex website, as it locked her outAdditionally, Ms [redacted] expressed she has not yet received her Form W-and would like us to send it to her directly.Prior to receiving your letter, Paychex had resolved all outstanding issues with Ms***We determined that Ms [redacted] was not able to access the Paychex Flex website because she entered incorrect information during the login process, along with a slow internet connection we assisted Ms [redacted] with the issue, and she now has access to the website.Paychex mailed Ms***’s Form W-prior to January 31, We reprinted and mailed a copy of Ms***’s Form W-at her request on February 5, We also securely emailed Ms [redacted] an electronic copy of her Form W-that at her requestMs [redacted] has confirmed that her issues were satisfactorily resolved.Based on our assessment of the situation, Ms***’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***.Sincerely, [redacted] Senior Executive Client Relations Analyst

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] This is all I have been asking for these last couple of monthsI was told a waiver was sent in, yet IDES has no documentationI expect this to finally get completely resolved asap Regards, [redacted] Gallaway

Thank you for the additional 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 response to Mr***’s reply to our initial letter:? On June 27, 2017, Paychex processed a refund in the amount of $to Mr***’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] ***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***We consider this case to be resolved.If you have questions, please contact me at [redacted] Sincerely, Jeffery *** Client Service Supervisor

Please review the attached document.Kind regards, [redacted] Paychex Client Relations/Client AdvocateJanuary 19, 2017Revdex.com, IncBryant Woods South Amherst, NY Attn: ***, Compliant HandlerRe: [redacted] ***Case: [redacted] Dear ***: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 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 yearThis is the basis for deductions throughout the year, and this is why the 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***At that time, he was de-enrolled in the FSA for and the deduction on the check dated January was reversed.Mr [redacted] can submit claims on his balance during the day close out period, ending March 31, 2017, for any eligible services incurred during the plan yearAny 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***, or [redacted] Thank you.Sincerely,Dan M***Paychex Client Relations

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 I have enclosed the complaint against Paychex, Inc(“Paychex”) for your reference, which asserts that our client was not informed of the $1,plan transfer fee charged to their company-sponsored 401(k) planIn the third quarter compliance package, Paychex provided written notice that the Paychex Retirement Service Agreement had been revised and was available on the Paychex Retirement Services website for reviewIn the client's original signed service agreement, it states that Paychex can modify any term of the agreement by providing a client with written notice of the change days prior to the effective date of the change The client is understood to agree to such changes unless they elect to terminate the agreement through written notice to Paychex days prior to the effective date of the changeWe did not receive any written notice from [redacted] Contractors.Paychex also provided a Retirement Plan Fee Disclosure Statement available on the Paychex website, which stated that there is a $1, plan transfer feeI have enclosed that document for your reference Emails were sent to [redacted] on December 11, and again on January 11, 2016, advising that the fee disclosures were available on the web.The Paychex plan transfer paperwork includes a notification of the $1,plan transfer fee.We feel Paychex provided adequate notification of this feeIf you require additional information or have any questions regarding this complaint or Paychex' resolution of this complaint, please call me at ###-###-####.Sincerely, Mary S [redacted]

Thank you for your inquiry about [redacted] of [redacted] Paychex takes complaints from our clients very seriously, and we appreciate the opportunity to assist in the resolution of any disputes that may occurMr [redacted] submitted a complaint about his account closure with Paychex In April 2017, Mr [redacted] notified Paychex he was going out of business and requested an historical data DISC and closure of his accountPaychex processed the account closure within one weekThis client also used our Time and Labor Online (TLO) service, which requires a separate form to close the online accountOur TLO department sent the TLO closure form via email to sign to [redacted] the primary contact on the accountMs [redacted] was no longer with the companyMr [redacted] called in again in May and Paychex sent the cancellation form directly to Mr [redacted] but he did not return to us Paychex also sent Mr [redacted] a standard history data link so he could download the Preview Hosting software and access historical dataMr [redacted] did not want to download the software and wanted a separate searchable DISC from usHe also did not want to sign the TLO closure form On June 22, Mr [redacted] called the supervisor who closed the accountThis supervisor explained all the steps needed to close the account and sent Mr [redacted] another TLO closure formHe added that once Paychex receives the form, we would close the account and refund all fees charged after April This supervisor also described how to download Preview software and access historical data, and he emailed the client another linkMr [redacted] refused to download the software and send back the TLO termination form The supervisor gave Mr [redacted] my contact information and explained he could escalate his concerns to me, the managerMr [redacted] did not call, but on June 22, 2017, I sent him an email and reiterated the steps needed to finish closing the account and access historical dataOn June 23, 2017, I worked with our TLO department to close the account without having Mr [redacted] sign the TLO closure formI also mailed a physical DISC to Mr***The DISC still requires Mr [redacted] to download Preview software, but I explained to him that he can save reports in a PDF format and once he has the reports he needs saved, he can remove the Preview software At this point, we feel we completely addressed Mr***’s complaints, but will continue to work with him to resolve any outstanding issuesIf you have questions, please contact me at [redacted] Sincerely, Jeffery *** Client Service Supervisor

First, thank you for the responseHowever, this response raises more questions than it answers and is unacceptableCrediting what was owed me in the first place does not resolve this issuePerforming actions I’ve paid you to perform only after a complaint is filed, is not a resolutionYour explanation doesn’t address why my payroll was held hostage to pay for a discrepancy that should have been handled through Paychex’s audit process in the first placeIt has become apparent that Paychex only took action because of this complaint with the Revdex.comIt does not address the lack of communication from Paychex after I first raised the issue in May and why nothing was done until I again raised the issue on July 6, with a subsequent complaint to the Revdex.comAnd to add insult to injury, I was charged a $“premium processing” fee because no one from Paychex bothered to contact me to discuss how we could, at the least, postpone the paymentTwo emails, and three or four phone calls went unansweredMy original demand for a complete refund from date of first service still stands Regards, Rai Stamps

[redacted] called to say he has been refunded by Paychex and the complaint is resolved

Thank you for your inquiry from [redacted] regarding [redacted] LLCPaychex takes complaints from our clients very seriously, and we appreciate the opportunity to assist in the resolution of any disputes that may occurOn March 2, 2017, we inadvertently created an invoice that included a charge of $for a direct deposit non-sufficient funds fee that happened after [redacted] LLC closed their account with PaychexWe processed a refund for this charge, and on March 16, 2017, we deposited $in [redacted] LLC’s bank accountTherefore, we consider this case closedI regret any inconvenience this situation might have caused Ms [redacted] If you have questions, please contact me at ###-###-####, ext [redacted] , or [redacted] @ [redacted] .comSincerely, Jennifer GSupervisor, Implementation

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.Ms [redacted] submitted a complaint about Paychex not filing first quarter tax returns to Nevada and the IRS [redacted] left Paychex’ service in first quarter 2016, and our records showed that we were not responsible for filing its returnsHowever, because the company was going out of business, Paychex could have filed final returns on its behalf if we were directed to do so We submitted the missing return to the IRS on November 23, 2016, and to the state of Nevada on July 19, and instructed the client to submit paymentWe received confirmation on February 14, that this issue was resolved with the IRS, and no balance is dueOur records show an outstanding liability remains due to the Nevada Department of Employment, Training and Rehabilitation in the amount of $107.06, which includes penalty and interest$of this amount is liability due and we refunded this amount on March 23rd, to the client [redacted] , not Paychex, is responsible for remitting this paymentPaychex will credit the client $as goodwill for the penalty and interest portion.If you have questions, please contact me at [redacted] , or [redacted] Sincerely, Dal M [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 occurWe have reviewed the details of Mr [redacted] complaint at our corporate office, and have reached out to him directly to address his concernsAt this time, the complaint has been resolved to the client's satisfactionIf you have questions or need additional information regarding this complaint or Paychex' resolution of this complaint, please call me at ###-###-####Thank you for your assistance.Sincerely, [redacted] * [redacted] Paychex Client Relations

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

Thank you for your inquiry regarding [redacted] Paychex takes complaints from our clients very seriously, and we appreciate the opportunity to 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 billingI 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, I informed Mr [redacted] Paychex will not waive the $1,transfer feeHowever, Paychex has offered to return all set up fee, partial administrative and Return of Concessions fees, totaling $to Mr [redacted] ’s bank account and $to plan assets upon receipt of termination paperwork.I believe this matter to be resolvedIf you have further questions, you can contact Krystal S [redacted] at ###-###-####, ext***, or [redacted] Sincerely,Krystal S [redacted] Paychex 401(k)/SClient Relations Management

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 occurMs [redacted] called Paychex on September 30, 2014, shortly following her terminationDuring the conversation, Ms [redacted] and a Paychex representative discussed the ramifications of her termination on her flexible spending account (FSA)The Paychex representative advised her that although she had access to $438.82, she had only contributed $into the FSA plan as of that dateWhen an employee who is a participant in the FSA plan is terminated, she has days to submit documentation for any open debit card claims that require substantiation.Generally, we send terminated employees written notification of this timeframeTwo of Ms [redacted] 's claims were on hold as of her termination date; however, we sent the 90-day notice to her work email addressDespite this oversight, the 90-day timeframe is outlined in the Summary Plan Description (enclosed) at the bottom of page Because we did not receive the required documentation from the participant within days of her termination date, the claims were deemed ineligible, and on January 5, 2015, we mailed Ms [redacted] notification that she needs to repay Paychex $in unsubstantiated claimsThe notification was mailed to [redacted] , ***, [redacted] , TX ***Based on the employee's communication with Paychex, she received this letter.I regret that although this situation was the result of a misunderstanding on Ms [redacted] 's part, we administered the plan exactly per procedure; therefore, Ms [redacted] must repay the $out of pocketIf you have questions or need additional information, please call me at ###-###-####.Sincerely, [redacted] Executive Client RelationsEnclosures

February 3, 2017Revdex.comBryant Woods SouthAmherst, NY Attn: ***, Complaint HandlerRe: [redacted] Case: [redacted] Dear ***:Paychex received your letter dated 1/25/2017, and complaint from [redacted] with [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) accountThe representative informed Ms [redacted] that we allocated the plan’s forfeitures of $4,to her personal 401(k) account before she took a distributionThis was due to the plan being terminated on January 11, 2017.On January 26, we emailed Ms [redacted] a trade report (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 and February to see if she had questionsShe wasn’t available when I called, so I left her messages and I have not heard back as of February 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***, or [redacted] .Sincerely,Jennifer M [redacted] Client Relations Account Manager II