ComplaintsforPaychex Inc

• Initial Complaint

  10/11/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  paychex company is being paid as my payroll company, however, they have disregarded duties that are paid for and can have fines and penalties, when i reach out i am ignored or told they will not help i must figure it out myself.

  

  Business response

  10/20/2021

  We have been in contact with the client to do the following:
  
  Reassigned their account to a new payroll specialist and emailed the client their contact information.
  Provided the client with needed reports and granted their CPA Paychex Flex user access.
  Provided the client steps and a link for how they can register for the state of Georgia online and more importantly, explained to the client why they need to register themselves. Client states her CPA is taking care of it.
  
  Here’s what is still ongoing.
  
  Client requested 401K services canceled last month, however it was not done, client is in contact with a representative from 401K department. As of today, I do see the 401k services has been canceled.
  
  I believe the matter to be resolved to the client's satisfaction.

  Customer response

  10/20/2021

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  The company rep is not mentioning that it took 2 months to finally get rid of my unresponsive and nasty rep that purposely ignores a paying customers calls and I know this because I had to use another employee to call her and magically there she is! 

   

  I adamantly begged to have her changed since the beginning of the summer!  My cpa is forced to help me because they already have not and my state filings are LATE, and I just had over $1500 taken out of my account accidentally for a plan that did not even start yet (and yes I cancelled again because again, simple terms were agreed upon and Paychex still makes a BIG ERROR WHICH DID NOT ALIGN WITH THE NEW TERMS OF MY NEW 401k that I was convinced to start to give paychex a chance to fix their horrible history with me so it was offered at NO CHARGE but with $$ missing from my account you see that too was not honored)!!  Now I have to Be inconvenienced again by Paychex as I wait for my own money back which is for my payroll and Paychex has yet to find a better way to correct their error and somehow I pay for these services. Anyway, the well put together response is fooling no one that actually has to deal with this company, they are a complete irresponsible headache of a company that has no internal communication.

  

  Business response

  11/08/2021

  Thank you for your inquiry regarding ******* ******. Paychex takes complaints from our clients very seriously, and we appreciate the opportunity to help resolve any disputes that may occur.
  
  It is my understanding that ******* ****** stated she requested to have her account reassigned and to have someone address numerous issues she encountered with Paychex. The client sent their payroll specialist documents to file or help her file for Georgia registration. The specialist advised Paychex does not file for their clients and she needed to work with a CPA / Accountant, also client was having issues with how the 401K was setup and needed help in that area. The client frustration having to call different departments for help and feel she is shuffled around each time she calls Paychex she has to hold to speak to someone which is an inconvenience.
  
  I have been in contact with the client, here’s the things that have been resolved on the client’s behalf.
  
  Reassigned payroll specialist and email the client their contact information
  Provided the client with reports and grant their CPA Flex user access and added them to the account per client request.
  Provided steps/link how they can register for state of Georgia online and more importantly explain Paychex role as to why we cannot do it for our clients. Client states her CPA is taking care of it.
  
  Here’s what is still ongoing.
  
  Client requested 401K services canceled last month, however it was not done, client is in contact with a representative from 401K department. As of today, I do see the 401k services has been canceled.
  
  I believe the matter to be resolved to the client's satisfaction. If you have further questions, you can contact me at ******************* ************ ********

• Initial Complaint

  10/07/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My employer used the services of Paychex for a temporary assignment, June 2020 through May 2021. I received an incorrect W2 and form 1099 from Paychex for the 2020 tax year. For 3 months, my employer and I have been trying to get Paychex to correct the error. I filed an extension with the IRS until October 15 but Paychex still has not resolved the issue. Paychex will not speak with me because my name is not on the account. My employer, however, has diligently pursued this matter with no resolution. This will also have bearing on my 2021 tax return obviously. At this point, I don't know what the implications will be with the IRS as a result of having an incorrect W2 and 1099.

  

  Business response

  12/14/2021

  To Whom It May Concern: Thank you for your inquiry regarding ******* *** **** ******** ** *** ****** ** *** ********. Paychex takes complaints from our clients very seriously, and we appreciate the opportunity to help resolve any disputes that may occur. It is my understanding that ******* *** **** ******** ** *** ****** ** *** ******** stated employee ****** *****’s wages for 2020 were incorrectly processed and as a result his 2020 w-2 is correct.As of this date, all wages in 2020 have been correct and ****** ***** has been provided with a correct/amended W-2c. I believe the matter to be resolved to the client's satisfaction. If you have further questions, you can contact me at ********************.Sincerely,Steve P****** Client Services Manager

  Customer response

  01/13/2022

  I am not ready to close on this matter yet. The so called "corrected W2 " was  still not right for 2020.  The penalty I received and paid from N.Y.S for filing late has not been resolved. That amounted to $248.59. Also, I still don't know what the impact will be with the IRS as a result of this error. 

  

  Business response

  01/25/2022

  Thank you for your inquiry regarding ***** ****** ** *** ********. Paychex takes complaints from our clients very seriously, and we appreciate the opportunity to help resolve any disputes that may occur. It is my understanding that ***** ****** ** *** ******** employee ****** ***** filed a complaint with the Better Business Bureau due to having an incorrect W-2 for 2020.  As of this date, all matters have been successfully and completely resolved.  We reviewed the 2020 wages for the employee, corrected, and provided the employee with an amended 2020 W-2.  We also verified all wages in 2021 were recorded properly and provided him with an advance copy for verification.  I believe the matter to be resolved to the client's satisfaction. If you have further questions, you can contact me at [email protected],Steve P****** Client Service Manager

• Initial Complaint

  10/07/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I keep getting calls from this number because it is associated with a previous account holder there by the name of ****** Inc. ****** Inc no longer has this number. I do. When I asked for my number to be removed and added to their do not contact list, I was told that could only be done with me telling them where they could contact someone. Sorry, that is unacceptable. I have no knowledge of, nor duty to find out, any other number from which they could be called. I want no further contact from this business.

  

  Business response

  10/08/2021

  Thank you for your inquiry regarding ****** **********. Paychex takes complaints from our clients very seriously, and we appreciate the opportunity to help resolve any disputes that may occur.
  
  It is my understanding that ****** ********** stated that he has been receiving calls from paychex in reference to a company by the name of ****** Inc.  The number that belongs to ****** used to belong to ****** Inc. but no longer does.  ****** was informed that he was unable to get the phone number put on a Do Not Call List because he could not direct Paychex to whom they should be calling. 
  
  As of this date, we have informed all appropriate departments that ******’s number is no longer connected to ****** Inc. and should not be called.  We have also added the number to our Do Not Call List to assist in this matter. 

• Initial Complaint

  10/04/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I switched from *** payroll service to Paychex and Paychex did not do their job and make sure there were not duplicate taxes filed. I had no idea of their error from the second payroll quarter of 2020 until the attached IRS notice was received in August 2021.

  

  Business response

  10/14/2021

  Thank you for your inquiry regarding ******* ***. Paychex takes complaints from our clients very seriously, and we appreciate the opportunity to help resolve any disputes that may occur. It is my understanding that ******* *** stated that duplicate taxes were filed for the second quarter of 2020.  As of this date, that statement is correct. Paychex did file second quarter. An email was received to cancel services in April 2020. A response was sent from the payroll representative to attempt to save the business, the payroll rep never received another communication, and this delayed the processing of the lost code. With that said, we acknowledge the mistake and have submitted a request to the state to delete the duplicate filing. I believe the matter to be resolved to the client's satisfaction. If you have further questions, you can contact me at *************************

  Customer response

  11/10/2021

  Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, ***** *******   They are supposed to also file an amended IRS 941 return.

  

  Business response

  11/19/2021

  Re:      ******* ***Case:   ************ Mr. ***** *******: Thank you for your inquiry regarding ******* ***. Paychex takes complaints from our clients very seriously, and we appreciate the opportunity to help resolve any disputes that may occur. It is my understanding that ******* *** stated that duplicate taxes were filed for the second quarter of 2020.  As of this date, that statement is correct. Paychex did file second quarter. An email was received to cancel services in April 2020. A response was sent from the payroll representative to attempt to save the business, the payroll rep never received another communication, and this delayed the processing of the lost code. With that said, we acknowledge the mistake and have submitted a request to the state to delete the duplicate filing as well as an amendment to the 941 returns. I believe the matter to be resolved to the client's satisfaction. If you have further questions, you can contact me at ************************.Sincerely,Amy B*********Manager- Dedicated Service Center

• Initial Complaint

  10/04/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Transact24 LLC ended up disolving its US and UK operations. I was the only US employee. There were several ludicrous exchanges between myself and Paychex, this complaint is because of todays most recent incident which has pushed me to the edge. I want to roll over my 401k into an IRA. I am not being allowed to do so because Paycheck still has me as an active employee in their system. Once again, I was the only US employee on payroll. Ive explained that the companies decison makers actually sit in Hong Kong and that Transact24 LLC has been disolved. I haven't recieved a paycheck, at which Paychex also handled, in over a year at this point. You can guess that my 401k hasnt seen any contributions in a matching amount of time either. Only response I get is "we need a response from the Admistrator before we can do anything". There is no one to respond. The company has been disolved for the 1000th time! Give me access to MY money!

  

  Business response

  10/14/2021

  Thank you for your inquiry regarding ****** *****. Paychex takes complaints from our clients very seriously, and we appreciate the opportunity to help resolve any disputes that may occur.
  
  On October 5th, 2021, Paychex received a Better Business Bureau complaint from ****** Wales regarding his dissatisfaction with his 401(k) plan. His concern was that the company was out of business, but he was unable to distribute his funds.
  
  Upon review of the 401(k) plan, I reached out to the plan administrator and received confirmation that the company closed and approval to **** ****** as terminated. I also worked with the plan administrator to close the 401(k) account, so there’d be no similar issues.
  
  I let ****** know that this had been updated and he requested I update his address so the funds would go to the correct address. I updated this on 10/8/21. I reached back out on 10/11/21 to see if ****** was able to request his distribution. On review of his account, I see that he was able to request it and I have not received a response back indicating any further issues.
  

• Initial Complaint

  10/02/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Paychex has lied to me every step of the way. From randomly raising the amount of running payroll weekly to scamming me into signing up for HR simply for an employee handbook telling me that it would not cost me anything on to find out they started charging me 4 1/2 times my normal weekly fee to run my payroll. Now as I am leaving paychecks I’m trying to terminate my 401(k) that my employees were auto enrolled on without their acceptance or knowledge and Paychex is dragging their feet just to try and claim another monthly service fee. People should be where this company as each section is ran independently has no knowledge of the other and with HR for example I had one person in the entire company they could answer my questions and he never called anyone back so I was left in the dark as they charged me and charge me and charge me.

  

  Business response

  10/06/2021

  Dear *** ***:
  
  Thank you for your inquiry regarding ***** ********. Paychex takes complaints from our clients very seriously, and we appreciate the opportunity to help resolve any disputes that may occur.
  
  It is my understanding that ***** ******** stated he was having difficulty with follow up on terminating the 401k service.
  
  As of this date, I have spoken to Mr. ********, and he has sent the termination paperwork to me directly for processing. I have also credited the account for a future 12 months to ensure no billing takes place while account is being closed.
  
  I believe the matter to be resolved to the client's satisfaction. If you have further questions, you can contact me at *******@paychex.com or 800-472-0072, x5250172.

• Initial Complaint

  09/29/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I began working with Paychex in June 2020. I entered an agreement for HRS services, realized that it was not worth $500/mo. I requested to cease those services via email on June 30, 2020 and had a subsequent phone call to stop HRS services. I was informed at that time that I had to give one month's notice and services were to stop effective July 31, 2020. I had several expenses related to Paychex because they were my Payroll service at the time. On September 20, 2021, I was auditing my Quickbooks and noticed a suspicious charge from Paychex since last summer that did not readily indicate what it was for until I started clicking links for additional information. These charges that have been collected every month since November 2020 are for HRS services. It appears they stopped collecting in June 2020, they refunded as portion ($300) and then began collecting again in November 2020 and this has equated to $3257 in THEFT.

  

  Business response

  10/08/2021

  ir / Madam:
  Thank you for your inquiry regarding ***** ******* ***. Paychex takes complaints from our
  clients very seriously, and we appreciate the opportunity to help resolve any disputes that may
  occur.
  It is my understanding that ***** ******* stated she signed onto our HR Services in June 2020
  and terminated the services on July 31, 2020. In November 2020, April says she began being
  billed again for these services but did not notice until September 2021 that the charges had
  continued. She is requesting a full refund of these charges.
  As of this date, Paychex is working with April to terminate the plan, as the retirement plan needs
  to be terminated separately than the HR Services. As a courtesy, Paychex is refunding these
  fees in full and is in the process of reuniting April with her fees.
  I believe we are close to the matter to be resolved to the client's satisfaction. If you have further
  questions, you can contact me at **********@Paychex.com

• Initial Complaint

  09/28/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Paychex is managing my 401k account but I'm unable to obtain access to my account. I have called them several times and have been on hold for countless hours. They don't return my call and, when they do, they state that they have to escalate the issue and call me back. I never receive return calls. I'm done begging them to get access to may account and funds. If I'm unable to remedy this situation with the assistance of the BBB, I will have no other choice but to file a legal complaint in court.

  

  Business response

  10/01/2021

  Thank you for your inquiry regarding ***** ********* ***. Paychex takes complaints from our clients very seriously, and we appreciate the opportunity to help resolve any disputes that may occur.
  
  It is my understanding that ***** ********* *** stated that a plan administrator did not have access to his account online.
  
  As of this date, the client has been granted access as of 9/28/2021 and this was confirmed with the contact ******* *******.
  
  I believe the matter to be resolved to the client's satisfaction. If you have further questions, you can contact me at *

  Customer response

  10/04/2021

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

• Initial Complaint

  09/24/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was high pressure sales pushed into signing a contract that I didn't need after being feed false information. Under that false information i want to cancel and process a refund.

  

  Business response

  09/30/2021

  Thank you for your inquiry regarding ****** ******* **********. Paychex takes complaints from our clients very seriously, and we appreciate the opportunity to help resolve any disputes that may occur. It is my understanding that ****** ******* ********** stated due to high pressure sales process, he felt pushed into signing a contract that was not needed after being feed false information. Matt wished to cancel and receive a refund. As of this date, the HR Services and Retirement Services products have been cancelled, and a refund in the amount of $1,149.72 has been processed. I believe the matter to be resolved to the client's satisfaction. If you have further questions, you can contact me at *******************  Sincerely, Erinn C**** 401(k)/S125 Implementation Manager

• Initial Complaint

  09/23/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had paychex with ******* * **** Heating and Cooling LLC and Sub Zero Mechanical LLC. I changed payroll companies January 1st. I filled out the form and sent to Paychex. I switch to Heartland. I keep receiving notices, getting charged, and now Heartland can't file my payroll taxes for me because of paychex and I have not run one payroll this year with paychex because I switched and informed them of that.

  

  Business response

  10/07/2021

  
  To Whom It May Concern:
  
  Thank you for your inquiry regarding ******* * **** ******* * ******* ***. Paychex takes complaints from our clients very seriously, and we appreciate the opportunity to help resolve any disputes that may occur.
  
  It is my understanding that ******* * **** stated I had Paychex with ******* * **** ******* *** ******* *** and *** **** ********** ***. I changed payroll companies January 1st. I filled out the form and sent to Paychex. I switch to Heartland. I keep receiving notices, getting charged, and now Heartland can't file my payroll taxes for me because of Paychex and I have not run one payroll this year with Paychex because I switched and informed them of that.
  
  As of this date, we have canceled service on the open account and we have refunded all fees charged in 2021.  We have also worked with ******* * **** on next steps to reconcile with the tax agencies.  Because their new provider, Heartland, has the accurate information, we have instructed them to work through Heartland  to submit the information that is correct on their service to reconcile with the tax agencies.  We have also offered to do the amendments if the client has any issues working with Heartland on this matter.

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