ComplaintsforPaychex Inc

• Initial Complaint

  07/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Paychex continued to withdraw money from our bank account for several months after we cancelled services with them on 2/24/24. When we called to complain, they asked us for documentation, which we provided right away. Since then, we have had multiple conversations with different customer service agents who have all been either unable or unwilling to help. We are seeking a full and immediate refund for these unauthorized charges.

  

  Business response

  07/12/2024

  Dear *** ****

  Thank you for your inquiry regarding ****** ********* Inc. Paychex takes complaints from our clients very seriously. We appreciate the opportunity to help settle any disputes that may occur.

  It is my understanding that ****** ********* Inc. stated that Paychex continued to charge the account when they had stopped processing payroll.

  Please see the attached.

  I believe the matter to be taken care of for the client. If you have further questions, you can contact me at ###-###-#### or ********************

  Sincerely,
  Dustin D*****
  Client Service Manager

• Initial Complaint

  07/10/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Paychex PEO was my payroll provider From January 2023 to September 30 2023. They were responsible to file all quarterly tax reports as part of my contract. I have now received 2 notices from the IRS stating the 941's have not been filed for the dates they were responsible. I have contacted the business and they have had since May 29th 2024 to issue a response. I was told I would hear from them within 10 business days I have heard nothing and they have not dealt with the tax situation.

  

  Business response

  07/12/2024

  Thank you for your inquiry regarding ***** ******** ********* ****** LLC. Paychex takes complaints from our clients very seriously. We appreciate the opportunity to help resolve any disputes that may occur. It is my understanding that ***** ******** ********* ****** LLC stated that Paychex PEO was their payroll provider from January 2023 to September 2023 in which time we were responsible for filing 941 tax returns with the IRS.  The client was able to get resolution with the help of a Paychex Manager. As of this date the issues were resolved per the client's update. The details of our resolution are attached.  I believe the matter to be resolved to the client's satisfaction. If you have further questions, you can contact me at ********************* ###-###-#### X 5160012.Sincerely,Nisha V*******Nisha V*******Manager, Client Advocates- PEO Service WestOffice: ###-###-#### X 5160012  

• Initial Complaint

  07/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My employer stoppped using Paychex's 401k services in May 2024. I was laid off due to a workforce reduction in June 2024 and went on Paychex's site to try to roll over my 401k into a rollover IRA I had with another company. The online option to rollover was not available to me and the page said "Sorry about that... Something went wrong while accessing this data. Our team has been notified to look into it." Despite contacting Paychex three times, no one has been able to fix this, so now the rollover has to be completed via mail. They will NOT accept an LOA from the company that my rollover IRA is with - they say it has to be done with Paychex's own paperwork and then the check will be mailed to me - which I do not want. I would MUCH rather have it sent directly to the company I have my rollover IRA with. They say this is the only way. Paychex is archaic and unsupportive, to say the least. I would caution ANYONE to NOT do business with them unless you want your employees to have huge hassles in getting information. (My previous employer - a small business - was also unhappy with them, as they really screwed up their 1099s and W2s at tax time.)

  

  Business response

  07/10/2024

  Dear *** ***: Thank you for your inquiry regarding The *** ****** LLC. Paychex takes complaints from our clients very seriously. We appreciate the opportunity to help settle any disputes that may occur. It is my understanding that The *** ****** LLC stated there was an issue with initiating the rollover request online and they were hoping to have the funds sent directly to the new institution.I believe the matter to be addressed for the client. If you have further questions, you can contact me at ******************* ###-###-####.Sincerely,Sherry T***** 401k Client Relation Service Partner

• Initial Complaint

  06/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing to file a formal complaint regarding the loss of principal in my 401k account following the rollover from Paychex to *** ****. My company, *** ************* Corp, decided to switch our payroll and 401k record keeper from Paychex to ADP earlier this year. Prior to the rollover, my 401k was invested in the ******* *** SE ***** Stable Value Fund, which is described on its website as a principal preservation option within a qualified retirement plan. However, on May 13, 2024, the same day the rollover occurred, I experienced a loss of $4,532.49, which amounted to 23.5908 shares. My statement from January 1, 2024, to May 12, 2024, showed that my principal was $37,414.74 and my shares were 189.0206. I have monitored the market price of this fund daily, noting a stable, albeit slight, increase each day. Therefore, I believe the loss is unrelated to market fluctuations. I have contacted both Paychex and ADP to understand the cause and destination of the loss. Paychex attributed the loss to a Market Value Adjustment (MVA), but they have not provided a satisfactory explanation as to why an MVA was necessary during the rollover. I am seeking assistance from the Better Business Bureau to understand the reasons behind this loss and to recover the amount lost. My concerns are as follows: Company Decision: The decision to change the record keeper was made by my company, not by me. Why should I suffer this loss when I did not request the rollover? No Contract Signed: I did not sign any contract that included terms about the Market Value Adjustment before I transferred and contributed to the ******* *** SE ***** Stable Value Fund. There is no reason I should bear the burden of this adjustment. I kindly request your assistance in investigating this matter and facilitating the recovery of my lost funds. BTW, I have another colleagues suffering from this issue as well. Thank you for your attention to this important issue.

  

  Business response

  06/24/2024

  Thank you for your inquiry regarding *** ************* Corp. Paychex takes complaints from our clients very seriously. We appreciate the opportunity to help settle any disputes that may occur. It is my understanding that *** ************* Corp stated he was not getting information about the loss of 401(k) funds. As of this date with the help of our 401k Support team the participant was able to receive resolution. Details of the resolution are attached. I believe the matter to be addressed for the client. If you have further questions, you can contact me at ****************** or ###-###-####. Sincerely,Zach C****401(k) Client Relations Service Partner

• Initial Complaint

  06/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We've found out from our State Department of Revenue that our business status was REVOKED due to Paychex not accurately filing our State Withholding Taxes, going back 2 years. Even after we had forwarded the notices to Paychex and their TaxPay services (and they acknowledged the emails and stated they would resolve. Fast forward to 2024 - items had not been resolved (we found out that this goes back to 2021). and the State wants to shut down our business. I contact Paychex and their answer is 15-30 days before they can do anything. I advise them that this is unacceptable and that it has to be resolved in 48 hours. No answer from Paychex. We pay the outstanding balance due to the State of Missouri to keep from getting shut down. I ask Paychex if they will reimburse us. Their answer is that they are sorry for our inconvienence, and that they will give us a month's free payroll processing for our trouble. We can't get anyone from their Taxpay service on the phone - it's email only contact. We've tried calling our account rep, supervisor, corporate HQ and more - and keep getting pushed around with no one able to tell us anything. We PAY for the TaxPay service so we don't have to deal with payroll taxes - and Paychex dropped the ball - and won't even make it right! Short of getting a lawyer to sue them (which will cost us even more money) we can't get any answers.

  

  Business response

  07/15/2024

  Thank you for your inquiry regarding ****** ****** ********* MO LLC. Paychex takes complaints from our clients very seriously. We appreciate the opportunity to help settle any disputes that may occur. It is my understanding that ****** ****** ********* MO LLC stated their business license was revoked due to Paychex not accurately filling Missouri State Withholding taxes correctly. Please see the attached.I believe the matter to be taken care of for the client. If you have further questions, you can contact me at ******************* or ###-###-####. Sincerely,Ashley R*****Client Service Manager

• Initial Complaint

  06/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My company started with a new PEO company the first of 2024. We had used Paychex 2022-2023. It's June, they were supposed to make wage corrections due to them not registering our employees in the proper states in which they lived and worked, our payroll specialist has ghosted us so we have no idea on the status of THOUSANDS of dollars owed and they have been charging us through different departments for 6 months. We get no resolutions or information from customer services or any other department.

  

  Business response

  06/11/2024

  Thank you for your inquiry regarding **** USA Inc. Paychex takes complaints from our clients very seriously. We appreciate the opportunity to help settle any disputes that may occur. It is my understanding that **** USA Inc stated that they were awaiting amended returns and a refund.I believe the matter to be addressed for the client. If you have further questions, you can contact me at ###-###-#### or ******************.Sincerely,Jennifer L K****Jennifer K****Client Services Manager

  Customer response

  06/11/2024

  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

  06/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Paychex employee Gina W***** has been doing incorrect payroll. As a result they are debiting numerous incorrect payments from our business checking accounts. When pointed out and told to correct, she corrects it with another mistakes. As a result our business checking accounts has numerous wrongful debits. Eventually Gina stopped answering phone calls and the voice mails. When I called her manager Derek Houser, he does the same. Having not resolved, what to know which government agency regulates them. Also, thinking of hiring an attorney. IT'S A PAYROLL COMPANY, AND EMPLOYEE DON'T KNOW ABOUT THE MANDATORY GOVERNMENT DEDUCTIONS!!!!!

  

  Business response

  06/11/2024

  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 the taxation on his check for Medicare was not correct. With the assistance of Paychex leadership team we were able to reach resolution for the client. Details of the resolution are attached. I believe the matter to be resolved to the client's satisfaction. If you have further questions, you can contact me at ###-###-####.Sincerely,Jason K****Client Service Manager

  Customer response

  06/12/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.  I anticipate that the resolution will be carried out on July 5, 2024, and there after.  
  
  Regards,
  
  **** ****
  
  
  
  
  

• Initial Complaint

  05/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have been trying to transfer our 401K program assets out of Paychex since Aug 2023 and it still has not been completed. At every turn, Paychex has made the process nearly impossible to complete. Paychex needs to transfer all funds to our new 401K provider. Paychex has been awful to deal with and I have wasted lots of money and time on getting this completed. We need this resolved asap! Please contact me via email or phone. Sincerely, ******* ******, CEO

  

  Business response

  06/04/2024

  Thank you for your inquiry regarding ******* ********* ******** Inc. Paychex takes complaints from our clients very seriously. We appreciate the opportunity to help settle any disputes that may occur. It is my understanding that ******* ********* ******** Inc stated they were having difficulty in transferring their services to their new Record Keeper.As of this date the client has been able to receive resolution with the assistance of a 401k Team lead. The details of the resolution are attached. I believe the matter to be addressed for the client. If you have further questions, you can contact me at ###-###-#### or ****** ***************.comSincerely,Patrick J****401(k) /S125 Team Lead

• Initial Complaint

  05/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My business, ** ***** ***** Inc, uses PAYCHEX Inc. for payroll services. On May 15th, they mistakenly processed the incorrect payroll amount for the pay period. In doing so, the withholdings associated with the payroll were grossly overpaid. We have asked Paychex to facilitate the return of this tax overpayment. Paychex has not worked to assist us and has not sought to remedy their mistake. Instead, They have frozen our account and notified us on the day of payroll processing that they will not process the payroll. This delays payment to all of our employees. We were not given notice this would occur. We have not been told how they will fix their mistake. We are looking for help in reversing the errant withholding withdrawals to reconcile our account. We do not intend to continue to work with PAYCHEX and have engaged a new payroll service provider. We have significant email correspondence seeking assistance from multiple representatives.

  

  Business response

  06/06/2024

  Thank you for your inquiry regarding ** ***** ***** Inc.  Paychex takes complaints from our clients very seriously. We appreciate the opportunity to help settle any disputes that may occur. It is my understanding that ** ***** ***** Inc stated that the May 15th check date was processed incorrectly.I believe the matter to be addressed for the client. If you have further questions, you can contact me at ###-###-#### or ******************.Sincerely,Jennifer L K****Jennifer K****Client Services Manager

  

  Business response

  06/21/2024

  Dear Lou Ann: Thank you for your inquiry regarding ** ***** ***** Inc.  Paychex takes complaints from our clients very seriously. We appreciate the opportunity to help settle any disputes that may occur. It is my understanding that ** ***** ***** Inc stated that the May 15th check date was processed incorrectly. As well as ** ***** ***** Inc was debited a total of $3,157.88, in two separate transactions, for a Broker Fee on their Workers Compensation Policy through ***** when they have already changed Broker of Record.I believe the matter to be addressed for the client. If you have further questions, you can contact me at ###-###-#### or ******************, and for Workers Compensation you can contact Lauren K***** at ###-###-#### or *******************.Sincerely,Jennifer L K****Jennifer K****Client Services Manager

  Customer response

  06/24/2024

  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

  05/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In early January 2024 Paychex processed a payroll for our business as a 2023 fourth quarter payroll. Sadly, they did NOT withhold taxes despite the fact we for 10 years with them were on the “auto tax pay” service. After 6 calls, & notices of tax penalty from the IRS, taxes were paid. But they failed to pay the penalty even after admitting their error. I paid it. In April I faxed over my cancellation of service letter. They still illegally went into our bank & debited a monthly fee for “failure to process 1 monthly payroll”. After 4 calls, & 2 emails, they again admitted they should never have charged me as I showed “lost” acct in system. Said I’d get a refund of the $85. Allow 7 days. Never rec’d. Called & spent 1hr trying to get someone in early May to help regarding refund. Was told the refund was just taking longer. Allow 3-4 more days. And rep confirmed acct showed as closed/lost account. Here we are, END of May-NO RESOLUTION. SCARIER PART is that this morning, May31st I rec’d an email that they are invoicing us “again” for failure to report a payroll. The email states our account was charged “again”, -illegally. We are a CLOSED acct as of April. They constantly apologize, but do nothing to fix their errors. I still have NO REFUND from earlier. And they continue to take $$$ from our business bank account. I have lawyers involved now. Paychex will claim often that they’ve resolved issue, but it’s UNTRUE. YOU CAN RARELY reach a rep. Must email to resolve issues - can rarely speak w/managers. Their service has hugely declined this past 2 years w/constant changing of payroll specialists & errors. To date, NO REFUND YET, & still debiting bank w/o permission. We canceled service in April. They now owe us 2 months of fees. Will not refund. Despite admitting their error. We are small business. Would never recommend this service. Constant passing the buck. Failing to withhold proper taxes & file late returns. Awful company.

  

  Business response

  05/31/2024

  Thank you for your inquiry regarding ****** ************ ** **** ***** PC. Paychex takes complaints from our clients very seriously. We appreciate the opportunity to help settle any disputes that may occur. It is my understanding that ****** ************ ** **** ***** PC stated company was charged $74.25 after cancelling the companies service with Paychex. ****** ************ ** **** ***** PC stated company received another charge for May.I believe the matter to be addressed for the client. If you have further questions, you can contact me at ********************* or at ###-###-####Sincerely,McKayla H*******Manager, Strategic Relationships 

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