ComplaintsforComplete Payroll Solutions

• Initial Complaint

  05/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We are a small non-profit church that used CPS to manage payroll for 4 employees. It has been nothing but errors and hassles. They repeatedly paid the wrong people on the wrong dates (one EE was only paid monthly) and their resolution was for me to just let is slide (so I paid EEs weeks early and my account is now out those funds and the solve was to just **** it up). They are incredibly hard to reach. I had an account rep that I could email, but when she quit, I was not assigned a new person. I had no one to email and when I called, the phone would just ring. Sometimes I would get a voicemail but never got a return call. I never got emails returned even when I emailed the president. Finally, I had enough and took my business elsewhere. For weeks I tried via email, phone, online service request form, voicemail to cancel but they ignored me, they just tried to process payroll. Worse, it looks like they sold my account to some company called ISOLVED. I have spent HOURS to just get someone to call me. Zero responses. And this ISOLVED company doesn't even let you call them - it tells you to call your support person (which I don't have a # for ) and doesn't even let you leave a message. How can companies have access to your bank account and have such poor service. This is a small bank account they are messing with for a church and our employees deserve to get payroll right. I am also looking into pursuing further complaint action with our attorney general.

  Business response

  05/13/2024

  We deeply regret the experience that this client has gone through and the issue of which the complaint originated from. We are working internally to review and improve processes in place to ensure no other clients experiences this frustration. We will also be working to resolve this issue with the customer internally. Thank you.

• Initial Complaint

  03/15/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We registered for payroll services with ******************** and began servicing through Complete Payroll Solutions in October '23. In 5 short months, we have experienced the following (edited for character limit): Two weeks after providing all payroll documents, my paycheck simply was not processed. My bills bounced. When I reached out, I was told that was "his mistake" and he had dropped the ball. Our holiday bonus checks were requested to be added. However, it took them three payroll cycles of reminding before it got done. It was not actually processed until almost March. One staff member's check was off by about $30 each pay period. Though we has reached out multiple times about this issue, copying multiple team members, it never was resolved. This created issues with our books that my office manager had to manually correct each time, incurring us additional staff costs. This incorrect payment amount further created an issue with our W2. Once we discovered this we were notified that another W2 will need to be provided, but that this service was in a "blackout period" at the payroll company so we are in a queue. I haven't received any further updates on this issue, or new W2, and it is mid-March now. We finally terminated our services and received their confirmation of termination. We were told that all payroll would be voided. However, now we were still debited over $5,000 for the upcoming payroll. We had already switched over to our new payroll provider, so were faced with a duplicate payroll issue to resolve. When we terminated, we were notified we were being charged an early termination fee of over $1,600. Upon pushback, they offered a 50% fee reduction. Upon further pushback and request for our payroll service fees ($800) to also be refunded due to all of these issues, we were told that our service fees will not be refunded. No explanation was provided.We simply want our fees refunded. Their service is unacceptable.

  Business response

  04/18/2024

  We deeply regret the experience that this client has gone through. We are working internally to review and improve processes in place to ensure no other clients experiences this frustration. The issue of which the complaint originated is currently being corrected. We are working internally to contact the customer, review and improve processes in place to ensure no other clients experiences this frustration.
  
  
  
  

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