ComplaintsforWagepoint Inc.

• Initial Complaint

  24/02/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Background: I had been using their service for two years. They charge my account each months for employee's wages and collecting government tax. I paid their service fee and they help me sending wages and submitting government documents and tax.Last year on Dec, i received a letter from ** department of commerce saying that they didn't received my quarterly report for the 3rd quarter. So i log in into my account, and then i found out that i am owing employer tax for 3 months and because it was late, and i have to pay late penalty and interest on it. This was supposed to be done by wagepoint, because they had charge these tax and fee for that quarter. I don't know what happen. Why they charged the tax and didn't send it to my state government.In order to compliance the letter and avoid more interest, i paid it again using my account. And then i immediately message the wagepoint for the issue. At first, i submitted a ticket on dec 2022. and they said because it was a technical issue at that time period. That's why they didn't file it successfully. They ask me for couple days, they will check it. And i told them that, i already paid it on my own. So i need them to refund me the fees i paid. (the fees are: 3monthes tax they charged from my account and haven't file plus the penalty and interest ) They said they will check it, and saying my state has giving a period for them to file and no penalty will occur. And ask me to wait. Their team will contact me. Over a week, nobody contact me. So i submitted a new ticket for them. And they replied that it is still investigating, which will take a while. If i did paid it, there will have a refund from the tax team. So i keep waiting. Over a month, nobody contact me. I didn't receive my refund. I don't know where is my tax which i was charged on the 3rd quarter of 2022. And this week, i submitted a new ticket regarding to the same issue with the old case number. Nobody reply me. It's a worst experience. I shouldn't trust them

  Business response

  16/03/2023

  Wagepoint sent in a third quarter SUI tax deposit before the 10/31/22 deadline to ** .  ** had a system wide issue that caused, as ** said, many'' employers to not have their deposits applied correctly to their accounts.  This was not a Wagepoint issue.  Because so many employers had missing deposits, it has taken quite a while to resolve this issue.  On January 6th, Wagepoint sent *********** an email letting them know that the state had an issue applying the deposit we sent into their account and we were working with them to get it resolved.  Wagepoint did get it resolved and ** applied the deposit to ****** ****s account.  However, *********** had already paid the taxes again.  Wagepoint is currently working with ** to issue a refund.  The pending refund is on ****** ****s ** account under Accounts Payable.  Wagepoint's last communication with *********** was on March 8th, when we received an email from ** letting ** know that they had sent an inquiry to their Accounts Payable department.

  The underlying issue is the ** system wide failure.    Wagepoint has been working with ** to resolve the issue and has been communicating updates to ************  Wagepoint had asked ** for a waiver of the late filing fees due to the poor performance of the ** website.  *********** paid that fee of $12.50 to **, so Wagepoint will issue a refund of that fee.

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