Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/28/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We are using Gusto for multiple companies and never had any security issues. I registered a new company ******************, verified the ********* account and everything got approved. On the day of the payroll I wanted to add the second account (from Bofa). When entering the account information, I entered the wire routing number and not the direct deposit one. I received an email from Gusto saying the payroll was locked and I couldn't run payroll. They asked for a screenshot of both bank accounts and I provided both. I also deleted **** account in order not to confuse anyone. So at this point we only had the Brex that was already verified. Gusto still wouldn't let us run payroll. Calling them led to nothing. the customer *** spent 20 trying to locate my email and said she couldn't do anything. She transferred me to onboarding team, they acknowledged it was done bye mistake and escalated the issue but couldn't run the payroll nonetheless. We still can't run payroll which makes it almost impossible to work with them. If they want to lock the **** account for ******************** processing - fine, if they want more information fine, but run the payroll from the **** account that was already verified.

  

  Business Response

  Date: 03/03/2025

  Hello ******,

  Thank you for reaching out and for your patience while we worked to resolve this. We  understand how frustrating this situation must have been, and I appreciate you providing the necessary information to help us move things forward.
  
  We are happy to share that your account is now unblocked, and payroll was successfully processed on 02/28/2025 from your verified Brex account.
  
  To help avoid any future delays, we recommend double-checking the routing type when adding a new bank account. If you ever need to make updates or have any questions, were always here to assist.
  
  Please dont hesitate to reach out if theres anything else we can do for you. We appreciate your business and look forward to supporting you!

  -Gusto

• Initial Complaint

  Date:02/28/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Jan 9th, 2025 I turned off all my payroll auto-runs and canceled my subscription to Gusto because I shut down my business as of 12/31/2024. I received an automated email stating that payroll has been run for 12/31/2024 so I contacted Gusto as soon as I could because they had run an authorized payroll run. I was told to reverse it on the platform, the *** also confirmed that the filings had not been made to the *** so I was in the clear (I have chat transcript proving this). Then on Jan 17th, 2025 I receive an email from their collections team claiming I owe Gusto money. I escalated again yet received no acknowledgement that the issue was their fault, no resolution, and a run around to other departments that they cannot do anything to fix their negligence. Gusto then attempted to debit my closed bank account for $146 for for a subscription fee on a canceled account. I emailed them immediately regarding this and have received no response. This caused them to auto-lock my account and they then demanded I wire the money they charged me for running an authorized payroll, plus the wire fee to restore my access. I have not been able to get my books finalized for last year and an updated W2 because of their negligence. After wiring the funds to them, they took 1.5 days to acknowledge receipt of the funds or restore my access. They will not refund the cost of the wire due to their unauthorized run of payroll and filing of reversed payroll to the ***.

  

  Business Response

  Date: 02/28/2025

  Hello 

  Thank you for sharing your concerns. We want to take the time to clarify the situation and provide you with the necessary information.
  
  Gusto is a subscription-based service, and we bill for the previous month at the beginning of the following month. The charge you received in February was for the subscription fee related to ******* 2025. When we attempted to debit your account for this charge, we encountered a bank error, which requires us to reconcile the funds.

  Since your account was canceled on ******* 9th, we are unable to refund the ******* charge, as it was for the previous month's subscription. We understand this has been frustrating, and I apologize for any confusion caused by our previous communications.
  
  We also encountered a bank error when attempting to debit your account for the final ********************. We've included the details of our conversation with you  regarding the amount owed and their intent to repay the balance.
  
  Regarding the wire payment used to repay the final payroll costs, we acknowledge your effort to resolve the issue. Once we received the funds, it took some time for us to confirm receipt and restore your access. Unfortunately, we are unable to refund the wire fees, as the payroll was processed before your account was canceled, and the charges were valid for that period.
  
  I hope this clears up any confusion, and we are here to assist with any other questions or support you may need.

  Customer Answer

  Date: 03/03/2025

   
  Complaint: 23003177
  
  I am rejecting this response because there are two separate issues that Gusto is not taking accountability for and providing a reasonable solution.

  The first is the payment for Jan subscription failing, as they were contacted immediately via email stating the payment isn't authorized or owed and there was never any communication back. See attached email that was sent and NEVER responded to by Gusto for resolving an unpaid balance for the last month of the subscription. 

  The second issue is the running of an unauthorized payroll after Gusto auto-run was turned off. This payroll was turned off manually but was automatically run anyway by Gusto. I contacted Gusto support immediately, see attached chat transcript, to fix the issue and I was given incorrect information that the issue was resolved. Now I am being charged a wire fee because of something Gusto did and being refused a refund for their negligence of their system issues. 

  
  
  Sincerely,
  
  ***** *****

  

  Business Response

  Date: 03/05/2025

  Hello *****, 

  Thank you for your response; we can certainly understand your additional concerns and appreciate the opportunity to provide clarity here. 

  It has been explained that the unpaid invoice you received in January 2025 was reflective of the last month's service (December 2024), as Gusto bills for the monthly payroll services the month after they are rendered. We sincerely apologize that this was not explained in response to your email outreach last month on the 10th via case 37183776. 

  As it relates to the timing of your manual input to turn off auto-pilot, it looks like from the chat provided, " ... my accountant didn't notify me that autopayroll was a manual step I had to change." that you may have been unaware of this setting. This inadvertent submission was reversed in time to back out all wages and taxes before the final reporting.  If this is something that you would like us to further investigate, we are happy to take another look; just reach out to us at ************************************************************   

  We truly value the time it took to share your experience and hope that this helps to clarify any unresolved questions. 

  Sincere Regards, 

  Gusto

• Initial Complaint

  Date:02/24/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am reaching out again regarding the $8,800 that was drafted from our brand-new business account without authorization, leaving us in debt. For the past two weeks, I have repeatedly requested that these funds be returned, yet your company has refused to take responsibility.Instead, I have been told that we must pay for a wire transfer to send the money backa fee your company is unwilling to cover, despite this being your error. Additionally, $2,800 of this amount was for taxes, and now we are being told that we still owe those ******** this point, it is clear that your company is shifting 100% of the burden onto us instead of taking ownership of this mistake. This is unacceptable. I need a clear resolution immediately and expect your company to rectify this situation without further financial burden on our end.I would like this matter escalated to the highest level of management for review. Please confirm receipt of this email and provide a prompt response on how you intend to resolve this.

  

  Business Response

  Date: 02/24/2025

  Hi ******,

  Thank you for bringing this to our attention.  We truly apologize for any inconvenience this may have caused and completely understand how frustrating this situation can be. Our top priority is to make things right and appreciate the opportunity to review the issue in depth. We've located your open case and want to assure you that we will escalate it promptly to take immediate action. Please allow us to work through this matter within your existing case ********, so that we may set the proper expectation with you and bring this to resolution.

  You can expect an outreach within ***** hours.

  Sincere Regards,

  Gusto

• Initial Complaint

  Date:02/21/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have had multiple payroll tax filing errors from Gusto. Last year I had to hire an outside accountant for $1500+ to fix serious errors made to W2s they failed to correct. This year I had received multiple letters from the state of IL for unpaid payroll taxes, one of which nearly had a lien put on my condo. All payroll was run on time through Gusto this year with no outside payrolls. Now my state account has a balance of over $300 over paid taxes for 2024. Gusto then sent me the email I uploaded stating I had requested them to correct Q1 2024 tax filing, which I never requested and still have no idea what the error is. They asked for immediate access as a 3rd party to my IL Withholding tax; this is not even possible in IL. I requested to add 3rd party access and am still waiting for information the state has reported they will be sending before I can add a 3rd party. I have also never had a payroll company need to access this, and Gusto has not replied to explain what is going on with my taxes I paid them to take care of.

  

  Business Response

  Date: 02/23/2025

  Hello *******,
  Thank you for reaching out regarding the Q1 2024 amended return failure for Illinois State Income Tax. Upon reviewing your account and the information provided, we see that the amended return submission failed. When this occurs, Gusto receives a general error notification from the agency.
  Since you mentioned that an external CPA adjusted your returns and W-2s, this may have contributed to the failure. When generating an amendment, Gusto relies on the information available in our system and makes adjustments based on the original filing. If changes were made externally, those updates wouldn't be reflected in our records, which could result in a mismatch and cause the amendment to be rejected.
  A specialist has been assigned to your case (********) and is available to guide you through any further questions. Please reach out to them directly, as we do not provide direct support through the BBB. However, we are committed to ensuring you get connected with the right team to assist!
  

• Initial Complaint

  Date:02/17/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Gusto keeps emailing me again and again. I closed my account. I requested several times to stop contacting me. They said they would stop but they were just lying. I have told so many people to stay away from this company.

  

  Business Response

  Date: 02/17/2025

  Hi ******,
  We understand your frustration and want to make sure you have control over the emails you receive from Gusto. You can manage your email notification settings by following the steps outlined here:
  Manage Your Notification Settings :***************************************************************************************************************
  Thank you,
  Gusto

  Customer Answer

  Date: 02/18/2025

   
  Complaint: 22953289
  
  I am rejecting this response because:  I have tried many times to stop these emails.  I have gone online and talked to a person on the phone and was told the emails would stop.  ************ is awful.  They need to stop this harassment. They need to stop emailing me.  Please warn people this company is criminal.
  
  Sincerely,
  
  ****** ******

  

  Business Response

  Date: 02/19/2025

  Hi ******,

  
  We appreciate your transparency and certainly want you feel like you have control over what contact we have with you. I have taken a look at your account to ensure that your account emails are now set to only receive critical messages. If you need to change this for any reason, you may do so in your settings. Feel free to use the article previously sent, as a reference. This should change the frequency in which you are receiving emails from now on. 

  
  If there is anything else that we can do, please let us know. 

   

  Customer Answer

  Date: 02/20/2025

   
  Complaint: 22953289
  
  I am rejecting this response because:  I do not want to reduce the frequencies of emails; I want them to stop.  I have already tried several times to stop this. This is ridiculous.  STOP EMAILING ME. 
  
  Sincerely,
  
  ****** ******

  

  Business Response

  Date: 02/23/2025

  Hello ******,
  Thanks for reaching out again. Our records show that since February 3, 2025, you havent received any emails from Gusto to the email address provided *********************** In total, you received nine emails from Gusto in January and February. At this time, we dont see any outstanding issues. Let us know if theres anything else we can assist with!
  

   

   

  Customer Answer

  Date: 02/24/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:02/15/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Gusto payroll company says they have live chat, and in reality none of the links on the website for any kind of customer support do not work. . They say they get payroll paid 2 days faster when it ends of being several days past scheduled pay dates. For example feb 15 is payday that is Saturday. It should of paid payroll on Friday the 14th. But they are not paying paychecks until Tuesday the 18th. . They seem to think it's OK to hold payroll after it should of been paid

  

  Business Response

  Date: 02/17/2025

  Hello ****,
  
  Thank you for sharing your concerns. We understand the frustration caused by the delay in receiving your payroll, and would like to offer some clarification.
  
  As a payroll provider, Gusto processes payroll based on the instructions provided by your employer. However, we dont have control over when the funds are disbursed. If there is a delay, your employer is the point of contact to address any issues related to payroll timing.
  
  We hope this helps clarify things, and if you have any additional questions, feel free to contact us. We're happy to assist where we can.

• Initial Complaint

  Date:02/13/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was signed up for Gusto through a referral from ***** Payroll in December 22 2024. I had difficulty processing my 2024 2nd half-year payment, so I called a service *** at Gusto to help. They walked me through but neglected to tell me that a Dec 24 payroll authorization would be only taken out Jan 2. Then when I called back early Jan, Gusto said that the payroll taxes wouldnt be recorded for 2024, but for 2025. They told me that its the ***'s problem. I then called *** who said they didnt receive any payroll tax payment. Also a lot of back and forth in January 2025 with Gusto on monthly service fees they charged even though I signed up under ***** Payroll 90-day free promotion. Anyways, today (February 13 2025) I find that Gusto made an order to reverse the payroll (which explains why the *** cannot find any payroll taxes paid in my name). Now no one knows where my payroll taxes are; Gusto does not and won't even bother to find where it went, *** has no idea since they never received anything. What kind of payroll provider cannot ensure that an employee ********'s payrol taxes is received correctly at the ***? Gusto is that kind, and a customer ********************** team who has no clue how to fix anything. DO NOT LEAVE *** if you're a small business. ADP might be a bit pricier, but they do a good job without these Gusto issues.

  

  Business Response

  Date: 02/14/2025

  Hello *******,

  Thank you for reaching out. We understand your concerns, and our team will be contacting you directly to provide further clarity.
  
  On review of your account, we see that the payment for the payroll with a check date in 2025 was reversed per your request. However, the *** tax payment associated with this payroll has been received by the agency, as reflected in the attached *** transcript.
  
  Since you canceled your Gusto services on January 2, 2025, and elected for us to stop filing on your behalf, we will not be filing your Q1 2025 Form 941. You will need to file this form directly with the *** and indicate that there was an overpayment in order to request a refund.
  
  Additionally, please note that the *** determines the taxable period based on the payroll check date. Since the reversed payroll had a check date in 2025, the associated tax payments are recorded for that year.
  
  We will be in touch soon to go over these details and ensure you have the information needed to move forward.  Please respond to case number ******** with further questions and we will be happy to assist.

  Customer Answer

  Date: 02/14/2025

   
  Complaint: 22939770
  
  I am rejecting this response because:
  

   

  I looked online at ********* and see a Form 941 filed on Jan 27 2025 (Q1 2025) for $4437 with the **********************. Your BBB-reply however, said Gusto had not filed it.

   

  So what is it? Gusto did file, or did not file?

   

  Secondly, the same $4437 payment for Form 941 is actually twice that of the actual "employer"-side payroll taxes due of $2218.50.

   

   The "employee"-side on mine however was $0 as confirmed by the *** side today, where it should have been that overpaid $2218.50 (difference in filed Form 941 of the paid $4437 minus the $2218.50 actual due).

   

  How can Gusto get such a basic alignment of employee-side versus employer-side, so wrong?

   

  Then filing it as such with the *** causing me to spend hours trying to fix it??

   

  To recap, the components of the respective $2218.50 aggregate should have been as follows:

  - Social Security Taxes: $1798

  - ********* $420.50

   

  Please advise how Gusto could have made such a basic series of errors. Im yet to receive a phone call from anyone senior at Gusto taking ownership of this. Atrocious incompetence!!

  Sincerely,
  
  ******* *******

  

  Business Response

  Date: 02/17/2025

  Hello *******,

  As noted by our specialist the 941 form includes only the "employer" taxes, but Social Security and ******** taxes are shared between the employer and employee. The employer is responsible for remitting the portion withheld from the employee. I understand that with your previous provider, these may have been reported as part of the employer's taxes. However, Gusto separates the breakdown into both employer and employee costs. Rest assured, the total amount will remain the same. The current tax rate for Social Security is 6.2% for the employer and 6.2% for the employee, or 12.4% total. The current rate for ******** is 1.45% for the employer and 1.45% for the employee, or 2.9% total.
  
  Also while the payment shows in the 941 (quarterly period), no 941 has been filed yet. The *** uses the form name to organize payments, but it wont be filed until the end of Q1 (January, February, March). For your reference, we've included the more detailed Q1 2025 transcript attached, which shows no return has been filed yet, as well as your in-app view confirming that no forms have been filed.

  Please continute to work with the specialist assigned to your case for futher support as the BBB forum responses are designed to get you to the right team for resolution and we do no provide support in a direct way from this site.

• Initial Complaint

  Date:02/13/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My identity was stolen and after countless attempt of migration it seems the perpetrators are still getting away with these egregious acts. Gusto and one of its clients seem to be within holding federal documentation from **** as well as other critical requested information. An example would me my W2s

  

  Business Response

  Date: 02/13/2025

  Hello ****,

  Can you please let us know both the email you use to login to Gusto and Business this inquiry is related to?  Once we have this information we are happy to look into your account.

  Thank you!

  Customer Answer

  Date: 02/14/2025

   
  Complaint: 22938011
  
  I am rejecting this response because: I have been in communications via email with gusto support and multiple staffing via these concerns. The email address that may gusto account was linked too was hacked and I have notified gusto staff months ago of my concerns. Additionally, this does not mitigate the withholding of my federal document concerns. I could attach my email correspondence with gusto if need be. Thanks 
  
  Sincerely,
  
  **** ****

  

  Business Response

  Date: 02/14/2025

  Dear ****,

  Thank you for reaching out and expressing your concerns regarding the compromised email credentials. We understand how important this matter is to you.
  Unfortunately, we were unable to locate your account using the email address *******************************. To assist you further and investigate the issue, we will need your cooperation in verifying your account details.

  We appreciate your understanding and look forward to resolving this matter together.

  Best regards,
  Gusto

  Customer Answer

  Date: 02/15/2025

   
  Complaint: 22938011
  
  I am rejecting this response because: I have already stated that I do not have access to the this gusto account. I additionally didnt confirm that the ********************** was the email that my gusto account is under. These actions of incompetence are highlighting my concerns. Finally, why is the inquiry of the seeming actions of withholding my federal documents going unaddressed. Thanks 
  
  Sincerely,
  
  **** ****

• Initial Complaint

  Date:02/13/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing this formal complaint against Gusto, as their mishandling of my employer-provided health insurance has resulted in significant financial and medical hardship for my family. I work for Nreach Online Services Inc.Issue Summary:Failure to Activate Insurance on Promised Date: My health insurance coverage was supposed to be active starting December 1, 2024. However, when I took my daughter to the doctor on December 3, 2024, we were informed that our insurance was not active, forcing me to pay $639.20 out of pocket for her medical visit. Gusto claimed the insurance was active, but ***************** confirmed it was not.Unnotified Cancellation of Coverage: On February 1, 2025, my family's health insurance was canceled without any notice or communication. We only discovered this issue on February 12, 2025, when my wife had a doctors appointment and was forced to pay $224 out of pocket due to inactive coverage. Once again, Gusto stated that our insurance was active, but ***************** confirmed that was not the case.Continued Payroll Deductions Despite Lack of Coverage: Even after the insurance was canceled, Gusto continued deducting insurance premiums from my paychecks, leading me to believe I had active coverage. When I sought clarification from my employer (Nreach Online Services ****** they confirmed that they have not changed anything or mishandled any steps that would have caused these issues. Despite this, Gusto insisted the coverage was in place, yet ***************** confirmed that it was not.Other Employees Affected:I am one of at least two employees impacted by this issue. It is unclear how many others may also be unknowingly without coverage due to Gustos mismanagement.Desired Resolution:Immediate reinstatement of my health insurance coverage.A formal written explanation detailing why this happened and what corrective actions Gusto will take to ensure other employees do not face similar issues.

  

  Business Response

  Date: 02/13/2025

  Hello *****,
  Thank you for reaching out regarding your benefits through the BBB forum. We appreciate you bringing this to our attention. At this time, we will be in contact with your employer for further review and to address any necessary next steps.
  If you have any additional concerns, I encourage you to connect with your employer directly, as they manage benefits on your behalf.

  -Gusto Client Relations

• Initial Complaint

  Date:02/12/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Provider is responsible for managing my *** account. Provider debited $500 from my *** account without authorization. Provider will not answer questions about where the money is or why it was debited, or their intent to return the stolen funds.

  

  Business Response

  Date: 02/13/2025

  Hello *******,

  Thank you for reaching out through the BBB. I understand how important this is to you, and I appreciate the opportunity to assist.
  I was able to locate your case, which is currently being handled by our Tax Advantage Account Team. Ive flagged your concern with them, and they should be reaching out to you soon with an update.  They will be your point of contact moving forward to resolution.