ComplaintsforADP, Inc.

• Initial Complaint

  08/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I have three payroll accounts with ADP, all of which have consistently been in good standing. However, when I recently went out of the country with limited access to service, I was unable to approve the bank transfer, resulting in the account being locked. Despite never having had a returned payment, I found it extremely frustrating when ADP failed to follow up on my requests to speak with a supervisor after the account was locked. I spent four consecutive days trying to get in touch with someone and faced disappointing customer service. Although I was assured that payroll would be processed and my employees and contractors would be paid on time, this did not happen as promised. I even spent four more hours on the phone trying to sort this out, only to be told that I now have to run payroll five days in advance. This experience was especially frustrating considering I have never had a returned payment in over 10 years with any of my accounts.

  

  Business response

  08/07/2024

  ADP prides itself on its customer service and strives to provide our clients with exceptional service at every opportunity. We were sorry to hear that ******* ***** of ***** ******** LLC’s experience was less than stellar as we value our clients and try to work with them in good faith to provide the best possible resolution of any issues. 
  
  Upon receipt of Complaint ID ******** on 8/5/2024, our Service specialist Rachel connected with ******* to discuss this matter.  As a result, we were able to have the 4 Day ACH hold removed and confirmed that payroll may be run as normal. Rachel also provided ******* the 3 ways to connect with our service department so that she can gain assistance whenever and from wherever she is. 
  
  At this time, ******* has provided us email confirmation that all matters have been resolved; therefore, we believe this complaint can be closed.  We thank the Better Business Bureau for providing us the opportunity to address/resolve this matter for our client.

  Customer response

  08/07/2024

  [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.]
  
  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.
  
  Regards,
  
  ******* *****

• Initial Complaint

  07/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  June 24, 2024. I called to follow a dispute in the amount of $78. I was told that my debit card will be canceled and I will receive a new one in the mail. I was also told that I received documentations by mail that was to be signed, and sent back in with any supporting documentation and this was to be done within 10 days of filing the dispute on day eight I called and spoke with customer ********************** by phone. I was informed that a decision had already been made and finalized the documentation took 15 days to get to me. You did not do a fair and proper investigation as you did not give me adequate enough time to support my dispute, you left me with no access to my funds for daily living such as purchasing food and anything else I would need You have no Brick and mortar location to walk in and take money from my account. Which means you are not abiding by the requirements a financial institution set by FTC you have impeded on my daily living And created a hardship that I had no control over and the money that was missing was supposed to go to my car payment, which I am now delinquent on and having a struggle to catch up with

  

  Business response

  07/22/2024

  Thank you for raising your concerns. Per our conversation on July 19, 2024, our records indicate you called on June 24, 2024, to initiate a dispute claim for four transactions totaling $78.00. Due to the reported unauthorized charges made to your account, the card was locked to prevent any further unauthorized activity from posting and a replacement card was processed. Records show the card was received and activated on July 1, 2024. To assist us in resolving your claim, at the time of claim initiation, we requested a signed Statement of Fraud form from you, which was sent to your address on file which matches the address shown on your complaint. Our investigation began immediately after the transactions were reported and on July 1, 2024, our investigation finalized,determining that no error occurred, and a resolution letter was sent to you.
  
  Upon receipt of this complaint, we re-reviewed your claim, determining that the final denial decision stands, and a letter to notify you was sent to you on July 17, 2024. For any further assistance, we advise you to reach the merchant directly. Further account review shows that on June 24, 2024, you contacted us requesting access to your funds and you were informed of the one-time ATM withdrawal option, to withdraw funds utilizing the locked card. You were further informed to call us back to request the one-time withdrawal once you were near an ATM to proceed. That same day, records show a successful withdrawal posted to your account for $40.00. In terms of the concerns in your complaint regarding the dispute process, you are encouraged to review your Cardholder Agreement under the Right to Dispute Errors section. We apologize we have not been able to deliver the resolution desired.
  
  

  Customer response

  07/22/2024

  
  Complaint: 21989350
  
  I am rejecting this response because:
  The document that was to be signed did not come to me in the 10 days. I was never given a chance to send any documents or argue my case.  Since then the account in which the money was sent to has been closed due to more unauthorized charges so there is no way you did any type of investigation. I know what my rights are and I should have access to my funds 24hrs a day 7 days a week holidays included. After that one time access I had no way to access my funds for daily needs. 
  
  
  Regards,
  
  ***********************

• Initial Complaint

  07/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am forced to use ADP through the company I work for. ADP Contracts out a employee pay card through Wisely. The customer has no one who can explain or understand anything in English. It's frustrating & so if you have an issue it is not resolved. I had a direct deposit pending and 3 different customer ********************** technicians told me 3 different things about my pending deposit. One person kept saying I need to upgrade my card after my card has already been upgraded & sent. Another told me to go onto the Wisely App to a section that does not exist on the app & after I requested to speak to the manager they refused and became very ignorant acting. ADP needs to fire that person who acted that way, they need to provide a way for customers to have their issues their issues satisfied. They need to provide people who can speak and understand you.

  

  Business response

  07/18/2024

  Upon receipt of your complaint, we reached out but were only able to leave various voicemails. Our records indicate that on July 11, 2024, you called customer ********************** regarding a pending deposit. The agent informed you the deposit would be released on July 12, 2024, allowing it to post to your account, and you inquired as to how you could get the funds released sooner than your employers scheduled payroll load date. At that time,the agent missed recognizing that your account was not eligible for the early direct deposit feature, so they were incorrect when informing you to opt in for early direct deposit. This same day, you followed up with customer ********************************* assistance with the feature opt-in, and that agent correctly informed you that the deposit would not post until July 12, 2024; however, you disagreed due to the conflicting information relayed to you on the initial call, so you requested to raise your concerns to a supervisor but the agent persisted in their advisement and did not transfer the call, as requested and the call ended. Please be advised that we have requested coaching opportunities for both agents, to mitigate a similar issue in the future. Please also know that your cardholder agreement advises that You do not have to accept this payroll card. Ask your employer about other ways to receive your wages. We apologize for your less-than-excellent experience and we thank you for bringing this to our attention.

• Initial Complaint

  07/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Wisely is a third party company who is helping Allied Universal Security Services pay there employees. I'm no longer employed with Allied Universal Security Services since 2022. My Wisely account needs to be closed and or shut down. The 3rd party company is stating that the employer needs to close it out but, when I spoke to the past employer. I was told that Wisely the 3rd party company is supposed to close out the account. Everyone is going back and forth. Why can't Wisely just close my account upon my request? It is now 2024. Over two years of not using Wisely. Their services are useless to me.

  

  Business response

  07/23/2024

  Thank you for raising your concerns. Upon receipt of your complaint, we reached out but could only leave various voicemails. Our records indicate that the last transaction posted to your account on July 16, 2022, leaving a $0.00 remaining balance on the account.Then, on August 30, 2023, your account was systematically closed due to inactivity. Please note that your cardholder agreement informs you that there is a $0.00 inactivity fee. We did not hear from you until May 14, 2024, and during the interaction, the agent informed you that your account was closed.You requested account statements to an address different than the address on the account profile, so the agent informed you that we would require that you submit documents to update the address on our end. You also requested a letter confirming the account closure, and the agent advised that a letter could not be provided; however, that was incorrect advisement. Instead, the agent should have escalated your request for fulfillment.
  
  We heard back from you again on July 10, 2024, requesting an account closure letter, and the agent informed you that it would be sent to your email address; however, the agent did not properly escalate the request, leading to no letter being sent to you.Please note that this response serves as confirmation that your account was closed on August 30, 2023. We apologize for your less-than-excellent customer ********************** experience. Thank you, 

  Customer response

  07/23/2024

  [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.]
  
  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.

  I have updated all addresses in the system with ADP. ADP Please feel free to send me a closure letter. 
  
  Best Regards,
  
  ***************************

• Initial Complaint

  07/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Our payroll department has been in a consent struggle with ADP client services for the past 9 months.We realized after getting a tax liabilities notice from the State, that ADP was filing our NV MBT tax returns incorrectly. We identified the problem, ADP was including employer paid HSA contribution via Cafeteria 125 plan to employee total gross wages ,NV MBT gross wages must match what is being reported to unemployment. We contacted ADP client services and opened a ticket discussing in detail the issue, they told us their system is filing it correctly, even though we uploaded notices of ********************* in ADP resolution letter they state that total Gross wages for MBT and SUI must match, they did no further research besides, debiting our account for the errors. We have had to open multiple tickets explaining the same thing over and over again to try and get resolution, even "managers" saying they will call us back and never do, now they are saying a cafe 125 plan is taxable under MBT laws and that we have the earing setup incorrectly and to speak to a CPA. My issue with this is we know exactly what kind of earning we need, how it must be reported to the State and on our employees W2. ADP refuses to expand on their systems earing definitions. They only referred us to their quick reference guide but would not answer any questions regarding those definitions, nor will they explain why the one we have selected is incorrect to justify their answer. We also reached out to the state of NV ***** of ******** inquiring if ER contributions under a Caf 125 plans are taxable in which they stated it was NOT taxable. We are not asking ADP for Tax advice simply how to set up what we know we need in their system, and to correct any incorrect MBT returns they have filed. This issue has caused our company upwards of 12K in penalties and fees from the State along with incorrect invoicing from ADP that they continue to debit form our account.

  

  Business response

  07/18/2024

  In response to complaint ID ******** on 07/09/2024, *******,an ADP Client Retention Specialist was assigned to the case for ************************* account to provide a resolution. While researching the account to gather a better understanding of what transpired, ******* was unable to connect with ********. Multiple outbound calls were placed to try to connect with ******** along with emails requesting further clarification. ******** has the direct contact information of a Client Retention Specialist and may contact us when ready to proceed.
  
  We thank the Better Business Bureau for the opportunity to follow up with the client on this matter.

• Initial Complaint

  07/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  ADP 401K team is incapable of doing anything correctly. We have an employee who is trying to bring their 401k over to our company but the rollover specialist have no idea on how to do that. They sent the check back to the employee that they had gotten issued from their previous 401k. They have no idea how to do a rollover. Its frustrating we have so many issues with their 401K. The client specialists are a joke they are not trained and are awful to deal with.

  

  Business response

  07/18/2024

  ADP prides itself on its customer ********************** and genuinely strives to provide excellent service for every single interaction. We are sorry to hear that our clientsexperience was less than exceptional. We value our clients and try to work to collaborate with them in good faith to provide the best possible resolution of any issues.

  In response to Complaint ID ******** on 07/8/2024, ****, an ADP Retirement Services Team Lead was assigned this case to provide a resolution. **** was able to connect with ******* via phone call on 07/08/2024 and was made aware of the issue with the participant rollover request. Our team did due diligence and identified the error. The rollover check has been issued and sent to the participant as of 7/15/24.  Additionally, we are in the process of funding the lost earnings in regards to the error.  **** spoke with ******* on 7/18/24 regarding the updates and next steps.  All parties are in agreement on next steps/resolution.

  We thank the Better Business Bureau for the opportunity to follow up with the client on this matter. Please let us know if you have any questions or concerns regarding the response.

  Customer response

  07/18/2024

  [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.]
  
  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.
  
  Regards,
  
  *************************

• Initial Complaint

  07/08/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Seeking a Refund on charges to my account that I did not make. I was notified by Text from them purchases were made on 04-25/26-2024. I wrote a letter, dated 04-26-2024 stating these were NOT purchases made by **** also called them and requested that my card be "locked", they did lock it. The charges totaled, at this time was $300.47.I received 2 letters dated 04-26-24 & 04-30-24. The first one stated "that further research was required to resolve your dispute. It also stated that there was another charge in the amount of $65.08 to AutoZone #*** ******* ** that had not yet posted to my account. The next letter stated that a charge for $68.23 made at Target-T-**** Aurora ** did not post to my account so it has not been charged. [I believe this purchase was not processed because I had requested that my card be Locked] .They had also included a form "Statement of Fraud " that I was to sign and return within 10 days. I could not locate the form. I did not locate this form until the end of May. On 05-08-24, I received a letter from them stating "The investigation has been finalized and they determined that there was no error, No credit will be issued and this letter serves as final resolution to your claim, and that I had the right to request and receive the supporting documentation they used in making this determination" On 6-1-24 I requested the supporting documentation they used and submitted the signed form they requested that I finally found in my Apartment.This is their reply dated 06-12-24--"No Credit will be issued due to Business Decision" NO Supporting Documentation Was Included With this letter!!!! I did research where the purchases were made based on the store # which was included in their letters and neither are close to my home. AutoZone #0*** purchase was 5.44 miles away vs. the AutoZone close by is 1.09 miles and the purchases made at Target #**** is 8 miles away vs. the Target close by is 2 miles. *** would I shop farther away from my home??

• Initial Complaint

  07/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I run my Payroll through ADP. I own a small business, and I am the only employee. U used to be with *******. During 2023, ADP convinced me to switch providers, and I switched from ******* to ADP. ADP did my payroll from September - December 2023. When I received my W2 from ADP at the beginning of this year, it showed that I made $30500.00 more than I have. That is because ******* incorrectly duplicated my earnings for the first two quarters. It was a "known" issue. I then made a fuss because that would impact my tax filings. After much trouble, ADP gave me an amended W2 with the correct amount of what I earnes, BUT, incorrectly reflects the taxes I paid.. I paid MORE than double the amount of taxes as reflected on the W2. ADP did not even list one penny I paid them on the corrected W2. Then, at the beginning of the year, ADP took out more than $2000 for MORE taxes. Where is all the money? I paid almost one-third of my salary on taxes, which needs to be reflected correctly. I need my taxes fixed, and I need them fixed NOW

  

  Business response

  07/15/2024

  In response to Complaint ID ******** filed by Mr. ***** ***/*** ******* of ***** *** ***:   ADP prides itself on its customer service and strives to provide our clients with exceptional service at every opportunity. We were sorry to hear that Mr. ***’s’s experience was less than stellar as we value our clients and try to work with them in good faith to provide the best possible resolution of any issues.
  We have confirmed that Gian on our Service team has been actively working/communicating with Mr. *** in an effort to resolve the matter amicably. Gain with our Client Service team will continue to work with Mr. *** until all questions and/or concerns have been addressed. 
  We thank the Better Business Bureau for providing us the opportunity to work with our client to clarify and resolve this matter.

  Customer response

  07/19/2024

  [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.]
  
  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.
  
  Regards,
  
  ***** ***

• Initial Complaint

  07/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am an financial services provider. I sold ADP service. ADP withdrew $10,226 from my clients bank account in error without warning. When I called to resolve the issue, I was treated with disinterest and an uncaring attitude. ******** and **** treated me as an inconvenience. The request for confirmation in writing that the refund was occuring (a perfectly reasonable request) was treated with disdain. After 7 hours I still had no confirmation in writing that the $10,000 mistake was being resolved. I have been asking for a resolution for an issue for 4 months, and the only response I received about the incorrect 10k withdrawal from a client account was...this was part of the problem you asked us to address. Total lack of interest in the fact that they majorly impacted a client's cash flow.

  

  Business response

  07/15/2024

  ADP prides itself on its customer ********************** and strives to provide its clients with exceptional service at every opportunity. We are sorry to hear that our clients experience was less than exceptional. We value our clients and try work to collaborate with them in good faith to provide the best possible resolution of any issues.
  
  In response to Complaint ID ******** on 07/08/2024, ******,an ADP Client Retention Specialist was assigned this case to provide a resolution. While researching the account to gather a better understanding of what transpired, ****** was able to connect with **** via phone call on 07/09/2024.
  
  **** called in on 07/05/2024 to inquire about tax debit for corrections being completed that were due to an amendment. Our team did due diligence and found that this was an error and proceeded to correct the issue. Additionally, we sent **** an email once corrections were completed on 07/05/2024 at 4:21 PM, on 07/09/2024 **** called and spoke to ****** to reach an amicable solution for the business. ****** has been working with ****.
  
  ****** worked with our tax team to have the credit released and ensure the client received the credit on 07/10/2024.
  
  We thank the Better Business Bureau for the opportunity to follow up with the client on this matter.
  Please let us know if you have any questions or concerns regarding the response.

• Initial Complaint

  07/03/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We are a customer who runs our payroll ******************** through ADP. Last payroll we submitted (on Jun 22) we received an error telling us we had missed our submission date, which was not the case; the submission date was Jun 25. We called the ADP support line on Mon Jun 24 to verify the payroll status and ended up being told we were # ** in the phone queue. Since that was obviously insane (not so much, that is what ADP support is like) we went through the support chat option instead. The support person told us that he had verified the payroll and said it was fine, to just ignore the error. We did and the payroll on Jun 28 did not in fact run. Contacting support we were told that there was nothing that could be done since the date was in the past. We were given the option of setting up a new payroll run and re-entering everything. We told them we would not do that, since it would take a whole day, and the error was at their end, not ours. We were then advised so send an email, which we did. The response was that we would hear back within 48 hours. Which it now is, and we have heard nothing. At the moment I am waiting in endless phone queue again. I contacted the local district manager and she said she could do nothing. Meanwhile our employees have not been paid

  

  Business response

  07/15/2024

  Upon receipt of BBB Complaint ID ********, ********, a specialist from our Service team, connected with our client ******* **********************, to receive his feedback about his experience with our chat team and review any open issues. We were able to confirm that the payroll processed successfully on July 3rd and that Mr. *********************** employees did receive their pay, on July 4th. We provided assurances to Mr.********************** that feedback would be escalated to the appropriate management team and corrective action is being taken. We also provided a credit of service fees as a courtesy, in light of his experience.
  
  We believe all matters have now been resolved to the satisfaction of our client. Should anything else be needed going forward, Mr. ********************** has been provided with ********* direct contact info as a managerial point of contact.
  
  We thank the Better Business Bureau for providing us the opportunity to assist our client in the resolution of this matter.

  Customer response

  07/15/2024

  [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.]
  
  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.
  
  Regards,
  
  ******* Small

*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. ↩