ComplaintsforPaycom Payroll, LLC

• Initial Complaint

  08/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Paycom mishandled a Tax Bonus from 2023 Q4. They did not process our requests to fix it in a timely manner. It took SIX MONTHS for them to request funds in the amount of $2,500 in fee's for processing our request. At which point we said to cancel the request because it's been too long and don't want the adjustment now. We HAD to pay the additional fee's in order for our regular bi-weekly payroll to be processed. Prior to us providing the full funds, *********************** assured me we would get a refund. Time passed, I followed up, not them, and of course the refund request was denied. I asked it be put in again. Then spoke with supervisor ******************************* who again assured we'd be refunded $1,450 in fees. as of 8/2/24 ****** states yet again the refund is denied. No communicati on their end until they want fees for issues they aren't even taking care of until half a year later. Horrible customer service and I'm sure when we cancel their services we will be charged.

  

  Business response

  08/05/2024

  Hi, *****. Weve connected with the team that serves your organization and understand your issues have been resolved. Should you need additional assistance, please email us at ******************************************

• Initial Complaint

  07/30/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I used Paycom for nearly a year, The customer service is awful and they Nickle and dime you to death. I am the owner of the business and I never received my tax docs. Now they are saying I have to pay for these docs. They will not bend even though they wont prove to me it was delivered to me in the first place. I am pretty sure that it is the law for paycom to supply these docs for free. Every person I spoke to passed the buck. Left and moved back to *******. Much better service

  

  Business response

  07/31/2024

  Hi, *****. Weve connected with the team that serves your organization and understand they have been in contact with you to resolve your concerns. We recommend working with them as they will be able to assist you best. Should you need additional assistance, please email us at ******************************************

• Initial Complaint

  05/28/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Paycom is inept at correcting errors timely, processing multi-state payrolls, understanding problems, responding to inquiries and most importantly, filing proper tax returns timely. Over our 28 months of using them we found MANY errors which included: original conversion data not being verified (or correct); export files being incorrectly created; state accounts being opened unnecessarily and without our permission; work comp rates being entered and computed incorrectly; additional fees being charged by them not being correct and/or explained; required tax returns not being timely filed and/or filed with correct information; and unemployment rates not matching state information. When requests for corrections and adjustments were made, they were either never made or done so only after numerous correspondence requests. I have hundreds of emails proving all of the above. When we terminated services in early 2024 we seemed to have gained their attention on how upset, disappointed and frustrated we were when we mentioned a BBB complaint. Many of the issues had been outstanding for over two years (and still were). We reminded them of open items regularly (to several of their staff) and we believe all discrepancies should have been resolved much earlier. I will NEVER recommend Paycom to any company for outsourcing payroll. We've now brought it back in house and are saving thousands of dollars in fees and even more money when considering the frustrations, tax penalties and employee complaints concerning inaccurate filings. In our termination request on 2/27/24 we outlined all known outstanding items and are therefore, not duplicating those items in this complaint.

  

  Business response

  05/31/2024

  Hi, ****. We're disappointed to hear about your experience with Paycom, as it is not a reflection of our standards for client service.Weve connected with the team that served your organization and understand they have diligently worked to help resolve your concerns. If you wish to share any additional details about your experience, please email us at *****************************************.

• Initial Complaint

  03/27/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was with them for the entirety of 2022 and 2023. Due to their services being more expensive, I decided to switch from PayComm to ADP payroll.During our exit with Paycomm, I realized that they were charging me $125 a week for expedited payroll. However, when I checked with my team, we had only utilized the expedited payroll service maybe once or twice over 2 years. That means they have potentially charged me with up to $13000 in incorrect charges When I asked them to refund the money that was incorrectly charged to me they refused it without any reason given.

  

  Business response

  03/29/2024

  Hello, *****. Thank you for reaching out. We've connected with the team that served your organization and understand they have reached out to address your concerns. If you have any additional questions or concerns,please contact us at ******************************************

  Customer response

  03/29/2024

  
  Complaint: ********
  
  I am rejecting this response because: The team already reached out to me denying that they will be able to refund me. They were willing to offer me credit to come back, however i am not interested in returning to paycomm, as their fees are way higher than adp.

  
  
  Sincerely,
  
  *************************

  

  Business response

  04/02/2024

  We understand youre frustrated with your experience, *****.We also understand that our team is actively working with you to address your concerns. To receive the best service, we recommend you continue to work with them directly.

  Customer response

  04/03/2024

  
  Complaint: ********
  
  I am rejecting this response because: Hello, you team has told me that they will not be refunding me the incorrect charges. You have left me no option but to seek legal council. I have also found that a lot of other DSPs have a similar issue of surprise fees. This a bad business practice.
  
  Sincerely,
  
  *************************

• Initial Complaint

  03/27/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  We switched to Paycom for our payroll for 1 pay period and it was such a nightmare we immediately pulled the plug and went back to our former payroll provider. No training was provided and the system is NOT user-friendly. Despite asking multiple times for the payroll reports needed for the one period they did complete, they are now telling us, that it's past 30 days and we have to pay them to get the reports from them now. Even though we paid them for that payroll period. We are asking that they send us the reports needed for our CPA without a fee.

  Customer response

  03/28/2024

   
  Better Business Bureau:
  
  

  They did finally send us the report  without the several hundred dollar demand to release our own data. 

  
  

  We do consider this resolved. 

  
  

  Thank you 

  *************;

• Initial Complaint

  03/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We retained Paycom's services effective 4/1/2023 to process payroll. Our entire experience with them from onboarding to processing to tax filing was beyond awful. We terminated their services effective 1/1/2024 with their final responsibility being to file our 4Q2023 returns, prepare and provide 2023 W2s and distribute 2023 ACA forms. We received an invoice with no due date from Paycom prior to their completing those tasks. On 2/19/24 we received notice that they failed to file a local tax. At that time we notified Paycom that we would withhold payment of their invoice until all final services were completed and they provided proof of same. They failed to properly correct their tax filing mistake so we re-created and filed the return in order to avoid penalties and interest. On 2/28/24 we informed them that we had done their work for them and that we were still holding payment of their invoice until we received proof of all 4Q2023 tax filings and until they had distributed the 1095 forms. Hearing nothing from them, we reached out on 3/4/24 and again on 3/19/24 to inquire about the 1095 forms as the paper filing deadline of 2/28/24 had passed. We inquired whether the 1095s were going to be filed and distributed electronically by the 4/1/24 deadline. On 3/21/24 we received an email that stated that the invoice - which had no due date and which was for services that had not been rendered - had a balance due and that was preventing the 1095s from being released.They had almost a month's notice that we had an issue with the invoice but couldn't be bothered with reaching out to discuss our concerns. This company is the shoddiest and most unethical one I've worked with over the 30+ years I've been in the professional accounting field. They make an unacceptable amount of errors, they lack any accountability, and their communication/support is abysmal. They don't know what they're doing and they don't care how frustrated their customers are.

  

  Business response

  03/26/2024

  ******, we strive to create a positive experience for all of our clients, including excellent service. We have escalated your concerns to our team and understand they have already been actively working with your organization to address them. We recommend you continue to work with them. If you have anything further you wish to share, please email us at ******************************************

  Customer response

  03/27/2024

  
  Complaint: ********
  
  I am rejecting this response because no one from Paycom is attempting to work with us on a solution.  Demanding payment for services not performed or performed with errors which a client needed to correct and not discounting said invoice is not "working with" a client.  What Paycom is doing is holding necessary forms hostage and bullying us into a corner.  This after not communicating for almost a month is the furthest thing from excellent customer service.

  Provide the ***** by the April 1st deadline.  Provide proof of all 4Q2023 tax filings.  Those are the only acceptable solutions.
  
  Sincerely,
  
  ***************************

  

  Business response

  03/29/2024

  We understand youre frustrated with your experience,******. Our team is continuing to diligently partner with you for resolution on your concerns. We strongly encourage you to continue to work with them.

  Customer response

  04/01/2024

  
  Complaint: ********
  
  I am rejecting this response because: we have asked your team multiple times to confirm and supply proof of filing of the 1095s with the IRS.  To date they have not responded.  Paycom's communication is beyond poor - iI would describe it as bordering on non-existent.  Please instruct your "team" to answer our requests and provide the information.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  03/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid Paycom ****** for hr and payroll service, in the beginning they weren't ready, and it caused me to lose my client because they went with another company. Then I was trying to get up and running and they kept trying to get me to run a payroll with no employees. I told them I had not signed any new contracts yet. Well months later I asked if I could use the service because I had not used it yet, ******* the Inside Salesperson told me I would have to pay again because they had deleted my account and that I would have to start all over. I feel either they must render a service or give me my money back. How you delete an account and there is no service. Isn't that illegal?

  

  Business response

  03/19/2024

  ********************. We have shared your situation with the team that served your organization and understand they will be reaching out to address your concerns. To receive the best service, we recommend you work with them directly. Should you need additional assistance, please email us at ******************************************

• Initial Complaint

  02/19/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Paycom was our payroll provider for a year or more. During that time, they made numerous errors including paying the wrong taxing municipalities. Once discovered they required us to pay the correct amounts to the correct taxing authorities and to then seek reimbursement from those paid in error by Paycom. Paycom came back to us on at least two occasions requesting additional funds, the latest totally $651, without providing documentation. We were told unless we paid the sums requested, they would not file the amendments to allow us to retrieve the funds paid by them in error. We have paid all requested funds and yet have received no verification or timeline for the repayment of funds paid in error (totaling more than $2,800). We have since terminated our agreement with Paycom.

  

  Business response

  02/20/2024

  Hi, ****. Weve connected with the team that served your organization and understand they have been in contact with you to help resolve your concerns. We recommend working with them as they will be able to assist you best. Should you need additional assistance, please email us at ****************************************** Thank you.

  Customer response

  02/21/2024

  
  Complaint: ********
  
  I am rejecting this response because: this matter has already taken months to seek resolution.  Now your team tells me it will take ************************************************************************************************************ error (your error).  We respectfully request this matter be resolved in a timelier manner.  Paycom had no problem requesting we pay the funds required to move forward in less than 48 hours but give yourselves 10 business days.  Unacceptable. 
  
  Sincerely,
  
  *************************

  

  Business response

  02/23/2024

  We understand youre frustrated with your experience, ****.Our team is continuing to diligently partner with you for resolution on your concerns.

• Initial Complaint

  02/02/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Paycom is grossly behind on filing IRS 941 & 940 disclosures to me for my business. I have not reveived federal paperwork for my business.

  

  Business response

  02/06/2024

  Hi, **** Thank you for reaching out. Weve connected with the team serving your organization and understand they have been in contact with you to help resolve your concerns. If you require any additional assistance, please email us at *****************************************.

• Initial Complaint

  01/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I received a phone call today from a former employee. She states that paycom took too much money out of her check for the year for social security and she is unable to file her taxes without an amended w2. I contacted my payroll service who takes care of paying all my taxes as far as payroll is concerned. Their response is that they will have to redo all of my quarterly tax info and amend everything to show the correct amount on my company, which they should have done to begin with. They said the charge is totaling $750 to redo all of that. I feel they are responsible as I have nothing to do with how much is taken out for taxes. This is their computations, not mine. I feel they should take care of their mistake and not charge me for what they should have done the first time.

  

  Business response

  01/30/2024

  Hi, *******. Weve connected with the team serving your organization and understand they are actively working with you to address your concerns. If you have any questions, we recommend contacting them directly. If you would like any further assistance, please reach out to us at *****************************************. 

*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. ↩