Pro Vision Impressions

Summary of outcome: Patriot Software sincerely regrets this customer’s frustration, and we have contacted this former customer by telephone to offer an apology and assure him we will refund him a check for $( [redacted] mailed 3/15/2016)This is for the May and June services and the $penaltyThe service fees for January and February were previously refunded back to his credit card before this complaint was filed.The customer has indicated he had no problem letting the Revdex.com know the issue was resolved once he has received the check.Details of investigation:This is the response of Patriot Software regarding complaint ID [redacted] After researching our correspondence records for this customer, including email, phone, and live chat, here are the events that transpired: 9/3/- [redacted] opened the account with Patriot and was offered help by a customer support representative.4/6/2015- [redacted] chatted one of our customer support representatives inside our software application and asked for the proper Internal revenue forms so he could send it to the respective places:(11:43:AM) [redacted] : you can give me the forms and I am send it to the respective places IRS/STATE(11:43:AM) [redacted] : Sure, so you would like to handle the taxes for quarter one, yourself then? (11:44:AM) [redacted] : well quarter one is already over (11:44:AM) [redacted] : have you guys not sent it? (11:46:AM) [redacted] : One moment please while I look into this for you(11:49:AM) [redacted] : Quarter has ended, but is not due until April 30, so we have not yet sent those inI also see that you have recently ran a payroll, we would have to collect the taxes for that payroll, or you would be responsible for distributing themAlso, we do not provide the forms for you to send in if you are not with our full-service package(11:51:AM) [redacted] : but I have paid the fees for april (11:52:AM) [redacted] : so you can take care of the april forms (11:52:AM) [redacted] : for last payroll, let me see what I need to do (11:52:AM) [redacted] : also how can I access those forms (11:54:AM) [redacted] : We can take care of all of April and switch you to Basic for future monthsOur billing cycle is in arrears for the previous month, so those fees were for March(11:59:AM) [redacted] : We will refund the tax money for your April payroll, and you will be responsible for paying those taxes(12:23:PM) [redacted] has left *Our customer support representative explained to him that we would file the first Quarter payroll taxesAll payroll tax liabilities run by him in April would be his responsibility, and we did not offer forms for customers with Basic Payroll.:5/27/- Customer support representative spoke to [redacted] on the phone about closing his accountIt was explained there would be a $charge to file taxes in June He was upset we could not close his account for him 5/27/and file for him in June alsoCustomer support sent an email detailing the options for [redacted] and asking how he would like the payroll taxes to be handled since the business was closing5/29/- [redacted] responded that he would like for us to file the taxes in June for the $chargeHe also asked how to contact the local and state governmentWe responded with numbers to the [redacted] and the [redacted] .6/5/-Customer support sent the last bill for filing second quarter taxes6/9/- [redacted] emailed support and said he received a notice from the stateHe indicated he would upload the notice the next day.6/11/- [redacted] uploaded the notice from the stateAfter an investigation by our support team with the [redacted] , it was determined that the [redacted] registered as a semi-weekly depositor.The reason for the notice was emailed to him, along with the correction that would be needed to resolve this:After talking with the [redacted] , it seems that you should have been selected as semi-weekly depositor instead of monthly that you have selected in our systemTo correct this a VA-will need [to be] file[d] which we will take care of on your behalf6/29/- [redacted] emailed support a penalty notice from the [redacted] .A Support Representative responded with an email:I had our tax specialist look over the documents you uploadedThis is a penitently from the result of having the wrong deposit frequency selectedThis made the return that we filed incorrect, which is why they have billed youSince this is a penalty we will not be covering this amountSorry for the inconveniencePlease let me know if you have any other questions[redacted] chatted support later that day:11:24:AM) [redacted] : I was wondering since ours is new business and it was a honest mistake, will taking to them help to waieve the panelty wrong deposit frequency, do you think if I talk to them will they do something about it?It was told to [redacted] that it would not hurt for him to try to get the penalty removed6/30/- Account was closed after the Qpayroll taxes were filed7/22/- [redacted] emailed asking if VA-was filedHe was informed that the VA-would be filed on the 31st of July (due date).8/5/- [redacted] emailed support and asked if he could see the filings with the VA-Support sent the Qtax filings to [redacted] [redacted] could not find the VA-form, and was concerned it was not filed on timeOur customer support representative attached a separate pdf with the VA-so [redacted] could see that the form was filed1/15/- [redacted] asked for access to the account to obtain the necessary W2s and reportsWe opened up his accountFrom support notes 1:15/at 3:p.m.:Opened account so he could get W-and reportsWhenever he contacts us to close it, make sure it is closed as of 1/so he is not charged [redacted] did chat our customer support once again about minutes later that he had everything and asked for the account to be turned offIn an oversight, we did not take the steps to shutdown the account, and the customer was billed 2/1/for a partial month in January, and 3/1/for FebruaryThe amounts of the bills were as follows:January $12.90February $25.003/2/- [redacted] emailed support and asked why he was charged 3/10/- Customer support received an email from [redacted] asking why he was being charged [redacted] Mar (days ago) to Nic The account was closed last year, may I know why I am being charged? Just because you have my credit card and bank info This is unacceptable, you guys already gave me hard time last yearPlease do not spray salt on the wounds [redacted] That same day our customer support supervisor, [redacted] responded by email:Hi [redacted] , I see that your account was opened so that you could get reports and W-2sAll we need to do is simply cancel your account again and refund your $feeOur apologies for the inconvenienceI will make this a high priority with the Accounting deptYou will see the amount credited back to your credit card in just a few business daysAgain our apologies for the inconvenience! Customer Support Team Patriot Software, Inc.Patriot Software sincerely regrets this customer’s frustration, and we have contacted this former customer by telephone to offer an apology and assure him we will refund him a check for $ [redacted] mailed 3/15/2016) for the May and June services and the $penalty.The service fees for January and February were previously refunded back to his credit card.3/14/ - [redacted] our customer support supervisor, spoke with [redacted] and apologized for any errors on our partWe are sending him a refund check which will be issued 3/15/We requested [redacted] contact the Revdex.com and let them know the issue is resolved once he has received his checkHe said he had no problem doing this and thanked us3/21/- As of 3/21/2016, the check had not been cashedOur customer support supervisor [redacted] emailed him and asking if he received the check:Hi [redacted] , We, at Patriot, hope everything is going well for youPer our conversation recently, I just wanted to reach out to you to make sure you received the reimbursement check that we mailed last weekWe look forward to hearing from you soon and resolving your complaint with the Revdex.com as soon as possible! All the best, Nic3/28/- [redacted] our customer support supervisor had attempted to reach [redacted] again to see if he had received the check [redacted] for $mailed 3/15/He was not able to make contact with [redacted]

Hello, we are investigating and attempting to contact [redacted] now, and will submit a formal response as soon as we have all of the information gatheredThank you

We have talked to this customer on 3/29/at 4:00pm and are working on resolution that the customer feels is satisfactory

Summary of outcome: Patriot Software sincerely regrets this customer’s frustration, and we have contacted this former customer...

by telephone to offer an apology and assure him we will refund him a check for $90.00 ([redacted] mailed 3/15/2016). This is for the May and June services and the $40 penalty. The service fees for January and February were previously refunded back to his credit card before this complaint was filed.The customer has indicated he had no problem letting the Revdex.com know the issue was resolved once he has received the check.Details of investigation:This is the response of Patriot Software regarding complaint ID [redacted].  After researching our correspondence records for this customer, including email, phone, and live chat, here are the events that transpired:  9/3/2014 - [redacted] opened the account with Patriot and was offered help by a customer support representative.4/6/2015- [redacted] chatted one of our customer support representatives inside our software application and asked for the proper Internal revenue forms so he could send it to the respective places:(11:43:30 AM) [redacted]: you can give me the forms and I am send it to the respective places IRS/STATE(11:43:59 AM) [redacted]: Sure, so you would like to handle the taxes for quarter one, yourself then? (11:44:36 AM) [redacted]: well quarter one is already over (11:44:49 AM) [redacted]: have you guys not sent it? (11:46:21 AM) [redacted]: One moment please while I look into this for you. (11:49:19 AM) [redacted]: Quarter 1 has ended, but is not due until April 30, so we have not yet sent those in. I also see that you have recently ran a payroll, we would have to collect the taxes for that payroll, or you would be responsible for distributing them. Also, we do not provide the forms for you to send in if you are not with our full-service package. (11:51:46 AM) [redacted]: but I have paid the fees for april (11:52:00 AM) [redacted]: so you can take care of the april 30 forms (11:52:20 AM) [redacted]: for last payroll, let me see what I need to do (11:52:32 AM) [redacted]: also how can I access those forms (11:54:32 AM) [redacted]: We can take care of all of April and switch you to Basic for future months. Our billing cycle is in arrears for the previous month, so those fees were for March. (11:59:34 AM) [redacted]: We will refund the tax money for your April payroll, and you will be responsible for paying those taxes. (12:23:09 PM) [redacted] has left *Our customer support representative explained to him that we would file the first Quarter payroll taxes. All payroll tax liabilities run by him in April would be his responsibility, and we did not offer forms for customers with Basic Payroll.:5/27/2015 - Customer support representative spoke to [redacted] on the phone about closing his account. It was explained there would be a $25 charge to file taxes in June.  He was upset we could not close his account for him 5/27/2015 and file for him in June also. Customer support sent an email detailing the options for [redacted] and asking how he would like the payroll taxes to be handled since the business was closing. 5/29/2015 - [redacted] responded that he would like for us to file the taxes in June for the $25 charge. He also asked how to contact the local and state government. We responded with numbers to the [redacted] and the [redacted].6/5/2015 -Customer support sent the last bill for filing second quarter taxes. 6/9/2015 - [redacted] emailed support and said he received a notice from the state. He indicated he would upload the notice the next day.6/11/2015 - [redacted] uploaded the notice from the state. After an investigation by our support team with the [redacted], it was determined that the [redacted] registered as a semi-weekly depositor.The reason for the notice was emailed to him, along with the correction that would be needed to resolve this:After talking with the [redacted], it seems that you should have been selected as semi-weekly depositor instead of monthly that you have selected in our system. To correct this a VA-16 will need [to be] file[d] which we will take care of on your behalf. 6/29/2015 -  [redacted] emailed support a penalty notice from the [redacted].A Support Representative responded with an email:I had our tax specialist look over the documents you uploaded. This is a penitently from the result of having the wrong deposit frequency selected. This made the return that we filed incorrect, which is why they have billed you. Since this is a penalty we will not be covering this amount. Sorry for the inconvenience. Please let me know if you have any other questions.[redacted] chatted support later that day:11:24:25 AM) [redacted]: I was wondering since ours is new business and it was a honest mistake, will taking to them help to waieve the panelty wrong deposit frequency, do you think if I talk to them will they do something about it?It was told to [redacted] that it would not hurt for him to try to get the penalty removed. 6/30/2015 - Account was closed after the Q2 payroll taxes were filed. 7/22/2015 - [redacted] emailed asking if VA-6 was filed. He was informed that the VA-6 would be filed on the 31st of July (due date).8/5/2015 - [redacted] emailed support and asked if he could see the filings with the VA-6. Support sent the Q2 tax filings to [redacted]. [redacted] could not find the VA-6 form, and was concerned it was not filed on time. Our customer support representative attached a separate pdf with the VA-6 so [redacted] could see that the form was filed. 1/15/2016 - [redacted] asked for access to the account to obtain the necessary W2s and reports. We opened up his account. From support notes 1:15/2016 at 3:14 p.m.:Opened account so he could get W-2 and reports. Whenever he contacts us to close it, make sure it is closed as of 1/15 so he is not charged. [redacted] did chat our customer support once again about 30 minutes later that he had everything and asked for the account to be turned off. In an oversight, we did not take the steps to shutdown the account, and the customer was billed 2/1/2016 for a partial month in January, and 3/1/2016 for February. The amounts of the bills were as follows:January $12.90February $25.003/2/2016 - [redacted] emailed support and asked why he was charged.        3/10/2015 - Customer support received an email from [redacted] asking why he was being charged. [redacted] Mar 2 (8 days ago)  to Nic  The account was closed last year, may I know why I am being charged? Just because you have my credit card and bank info.  This is unacceptable, you guys already gave me hard time last year. Please do not spray salt on the wounds.  [redacted]. That same day our customer support supervisor, [redacted] responded by email:Hi [redacted], I see that your account was opened so that you could get reports and W-2s. All we need to do is simply cancel your account again and refund your $25 fee. Our apologies for the inconvenience. I will make this a high priority with the Accounting dept. You will see the amount credited back to your credit card in just a few business days. Again our apologies for the inconvenience! Customer Support Team Patriot Software, Inc.Patriot Software sincerely regrets this customer’s frustration, and we have contacted this former customer by telephone to offer an apology and assure him we will refund him a check for $90.00 [redacted] mailed 3/15/2016) for the May and June services and the $40 penalty.The service fees for January and February were previously refunded back to his credit card.3/14/2016  -  [redacted] our customer support supervisor, spoke with [redacted] and apologized for any errors on our part. We are sending him a refund check which will be issued 3/15/2016. We requested [redacted] contact the Revdex.com and let them know the issue is resolved once he has received his check. He said he had no problem doing this and thanked us. 3/21/2016 - As of 3/21/2016, the check had not been cashed. Our customer support supervisor [redacted] emailed him and asking if he received the check:Hi [redacted], We, at Patriot, hope everything is going well for you. Per our conversation recently, I just wanted to reach out to you to make sure you received the reimbursement check that we mailed last week. We look forward to hearing from you soon and resolving your complaint with the Revdex.com as soon as possible! All the best, Nic3/28/2016 - [redacted] our customer support supervisor had attempted to reach [redacted] again to see if he had received the check [redacted] for $90.00 mailed 3/15/2016. He was not able to make contact with [redacted].

Hello, we are investigating and attempting to contact [redacted] now, and will submit a formal response as soon as we have all of the information gathered. Thank you.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint I[redacted]nd find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.I have not encashed the check will do today or tomorrow.
Regards,
[redacted]