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:03/31/2025

  Type:Product 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.

  OnPay is our 3rd payroll service provider. We onboarded with them in July 2024. Provided all of the required payroll reports to be able to seamlessly moved forward throughout the remainder of the year. Upon receiving our W2s I noticed they were incorrect. I confirmed with our accountant that in fact there up to 11 weeks of payroll missing from these W2s. I submitted a claim with OnPay on Jan 29, 2025 notifying them of the error and as of today, 3/31/25 it is still not resolved. We have issued the employees the incorrect W2 and made them aware there would be corrected ones issued. Many are very upset as they have not received the correct W2 yet. When I called OnPay the wee after the initial email to the support team I was told they were working on them. In one of the emails they indicated it could take up to eight weeks to get issues resolved, this is absurd!! I have sent them spreadsheet with the missing wages 3 times, once with the initial onboarding and 2x since the error issue. I am asking for your assistance in getting the this resolved asap.

  

  Business Response

  Date: 04/03/2025

  Thank you for contacting us regarding your employee's W-2. We have updated the information, and the changes are now visible in the employee's profiles. 
  

  Customer Answer

  Date: 04/03/2025

   
  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. Although it should not have take this long to rectify the situation and I should not have had to take this step.
  
  Sincerely,
  
  ******* ****

• Initial Complaint

  Date:03/26/2025

  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 submitted a ticket (#*******) on 2/5/2025 to correct an employee's W2 from previous year during to an issue with his State taxes. I was told the timeline is 6-8 weeks since then I reached multiple times to know the updates and progress. There was no update on the ticket and the team started pushing the initial timelines to 8-12 weeks now. They decline to provide **** and their only answer is that we will be notified when the work is complete. How can I keep on waiting when they keep pushing the timelines? My employee has to file his personal taxes by April 15th and I informed them the same but their response is no ***.

  

  Business Response

  Date: 03/28/2025

  Thank you for contacting us regarding your employee's W-2. We have updated the information, and the changes are now visible in the employee profile.

• Initial Complaint

  Date:02/14/2025

  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've been trying to set up payroll services with the above company since 11/2024. I finally got was able to submit payment 2/7/2025 for the services only to be told that the way i submitted payment wasn't correct when they clearly stated that "real time payments" could be submitted. I never had an onboarding session, and I was sent a message with how to submit payment after I made a big deal about the situation. I received a call from a manager on 2/9/2025 to basically talk down to me about why I said we didn't have payroll services when we signed up. If she would've looked at the date 11/2024 she would've noticed that we didn't have payroll services. We didn't obtain those services until 1/2025. So, basically she called my lier. Had I been given the proper onboarding none this would've ever happened. I went in to try and pull the information for my records and to send to BBB, and my account has been disabled.

  

  Business Response

  Date: 02/19/2025

  Hi there,

  Thank you for contacting us regarding this matter! We are actively engaging with the client to discuss and define the steps needed to complete the setup process. 

  Thank you,

  OnPay Team

  
  

• Initial Complaint

  Date:10/03/2024

  Type:Customer Service 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.

  Onpay will not pay the state and city taxes for Q2. They have already taken the funds but will not pay them. I have called and emailed support. I have been told that their team will respond. It has been 3 months now and I still have no response. This is not the first time this has happened. They did not pay in Q4 of 23 and did not pay Q1 of 24. I had to raise the issue each time. This time I getting fines and fees as well as threats from the state or seizing property. I can only assume that Onpay is in financial trouble or incompetent. I need a solution and they will not provide one.

  

  Business Response

  Date: 10/07/2024

  Hello,
  
  Thank you for reaching out to OnPay!
  
  The client’s account number has been successfully updated in OnPay, and all payments have been resolved.

  Thanks

  OnPay

  Customer Answer

  Date: 10/07/2024

   
  Complaint: 22375177
  
  I am rejecting this response because:
  The Denver tax is not complete, but the SUI for Colorado is still showing unpaid in the system
  Sincerely,
  
  Chris Peterson

  

  Business Response

  Date: 10/15/2024

  Hello,
  
  Thank you for reaching out to OnPay!
  
  The Denver return has been filed to settle the remaining balance. The submission and payment have been processed online, confirmation # 1-344-997-632, and all quarterly reports for the client's Colorado account will be submitted.
  
  Thanks
  
  OnPay

  Customer Answer

  Date: 10/15/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22375177, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Chris Peterson

• Initial Complaint

  Date:08/06/2024

  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 hired onpay for payroll services and throughout the nearly 3 years I had them, they made multiple mistakes which cost me time and money. They filed reports incorrectly to the *** twice now, and when I was sent a letter from the *** with a deadline to respond, they missed the deadline. They are so slow to respond that I had to call in and demand that they send me paperwork so that I could send it in myself which cost me time, and money. When I asked for an account credit, they denied me every time, all while they raised my prices. They tried to assign a new worker to our account with the *** without our knowledge or approval, which triggered the *** to decline and send us a letter stating what happened. We didn't know who had done it at first and thought someone was fraudulently trying to take our company info, all this because they never bothered to tell us about it, even after they were told no by the ***. So that's 3 letters I have had to deal with from the *** due to their negligence. They also failed to submit our money to the State tax department at one point which lead to us being fined, and it took over 6 months for them to take care of that issue, and only then because I kept on them. Now, when we finally had enough and switched companies, they failed to play more than $1500 of our unemployment taxes, and got us fined with interest because of their failure. They deducted our money from payroll, kept it, and didn't remit it to the unemployment department. If you're thinking of using them, RUN the other way.

  

  Business Response

  Date: 08/13/2024

  Hello,
  
  Thank you for reaching out to us about your IRS inquiry.
  
  OnPay has contacted the agency, updated your account status, and resolved all billing fees.

  Thanks

  OnPay

  Customer Answer

  Date: 08/13/2024

  They said they've resolved the *** issue. The **** issue has not been resolved yet, but they are working on it. I would like to keep this open until that issue is resolved.  Onpay stated that **** returned their payment, but they never notified us if that *** we have now been charged interest due to the non payment.  They have also not refunded us the money they deducted, nor sent it to **** at this time.

• Initial Complaint

  Date:07/24/2024

  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.

  OnPay was supposed to pay unemployment taxes on my behalf, but they didn't make any of my payments. Now, the missed payments have been incurring fees and interest for years, because I called and they said they'd pay it, but they never did. I have been trying to resolve this for over a year now, they just keep saying a tax person has not been assigned, but it has been over a year! They didn't fulfill their duties or their word. Now, they won't even respond to my correspondence. Due to their negligence, I now have a tax lien, growing interest and penalties, and cannot renew my business license which has expired!!! I cannot legally do business anymore because of them! The money was collected and it seems they stole it and now the government is after me.

  

  Business Response

  Date: 07/25/2024

  Hi there,

  The outstanding balance is due to a rate discrepancy, which resulted in underpayment. OnPay processes payments based on the rates entered by the client in the OnPay account. However, the correct percentage rates were not entered into the OnPay platform. The rates have now been updated, and the payments have been rectified.

  Thank you,

  OnPay Team

• Initial Complaint

  Date:07/06/2024

  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.

  The company i work for uses Onpay to handle their payroll, we were supposed to receive our paychecks yesterday (07/05/2024) from our employer, dispersed by Onpay. Our employer had payroll into Onpay on the correct turnaround date according to Onpay's own information, yet we never received our checks, and Onpay doesn't even seem to care. I don't think i need to explain what a hassle it can cause when you don't receive you're check on time, i had multiple bills that needed to be paid, some set up for auto-pay that when they tried to take their payments caused NFS fees, as well as late fees. Needless to say i no longer trust Onpay to ensure that I am paid on time.

  

  Business Response

  Date: 07/08/2024

  Hi there,
  
  Thank you for getting in touch about concerns related to your paycheck. OnPay aligns with your employer's payroll processing and deposit schedule. For accurate information regarding the specific dates when your paycheck will be deposited, please confirm these details with your employer. This will ensure you have the most current and accurate information regarding your payroll deposits.

  Thank you,

  OnPay Management

  
  

• Initial Complaint

  Date:06/12/2024

  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.

  My employer recently switched to onpay. Since signing on to onpay, I have been paid up to four days later than the date on my paycheck and paystub. Onpay claims that the paydate is the deposit date, but this is untrue. They hold on to the money for up to an extra 72 hours. I have direct deposit from my employer and should not be experiencing payment delays. I am considering leaving my position based on the decrease in reliable payment.

  

  Business Response

  Date: 06/14/2024

  Hi there,
  
  Thank you for contacting us about your concerns regarding your direct deposit. We truly understand the importance of this issue. At OnPay, we handle direct deposit processing with the utmost care, following the specific instructions provided by the employer. We recommend that you contact your employer directly to obtain detailed information.

• Initial Complaint

  Date:05/21/2024

  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.

  OnPay is my payroll provider for the last few years. However, I have received notification from the *** that OnPay has failed to file forms 941 for 1st and 3rd quarter 2023 and 1st and 2nd quarter 2024. OnPay has been unresponsive despite being contacted 4/25/24. I have requested OnPay to rectify any failure to file and to provide me with copies of proof of filing for the 941's in question.

  

  Business Response

  Date: 05/23/2024

  Hello,
  
  The client has been provided copies of the 941s filed on time to the **** Additionally, certified mail copies of the returns have been sent to the *** as per their request. This information has also been communicated to the client.
  

  Thanks

  OnPay

• Initial Complaint

  Date:04/10/2024

  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.

  The company appears to make considerable part of their profits by selling employee PII data to advertisers and promoters. Given that this company handles payroll and SSN and other most sensitive PII data of employees they must immediately stop selling this data and secure their practices.

  

  Business Response

  Date: 06/06/2024

  Hi there,

  Thank you for reaching out regarding data and privacy concerns. Our Privacy Policy describes our policies on data collection and tracking. ********** personally identifiable information responsibly and managing it in accordance with privacy laws and regulations is certainly important. We ensure that we collect only the information necessary for our purposes, protect it with strong security measures, and respect user preferences and rights regarding their data.