ADP, Inc.

Review: ADP,Inc Flexible Spending Account service acts very unprofessional and has bad business ethics.

During 2013 I had ADP Flexible Spending Account (FSA) supported by my former employer.

On November 7, 2013 my job was terminated and my employer provided me with [redacted] ([redacted]), so I could continue the related services. I enrolled for the FSA (ADP) [redacted] plan and I made a payment of $169.99.

During my FSA [redacted] enrollment period I had a dentist work done costing me around $ 2000. So I made a claim to ADP FSA to collect my savings. I expected to receive from ADP FSA $ 315.94 +169.99, this amount was left on my account.

However, ADP rejected the claim telling me that my [redacted] FSA enrolment is not on their records.

They are ADP [redacted]. During numerous phone conversations and emails I politely asked FSA ADP to contact my [redacted] ([redacted] Guard) in order to verify my FSA enrollment. They either ignored me or told that I have to contact [redacted] Guard by myself to fix their ADP [redacted] records . This does not make any sense, since I have no control on how ADP keeps the records.

Finally I obtained the [redacted] Guard certificate which clearly stated that I have FSA (ADP) [redacted] plan with the proper dates.

I emailed this document several times to ADP, but it was totally ignored. They started a formal escalation and did not do anything to solve the issue. Without my requests, ADP never got back to me. Each time when I have requested the status of the issue, their emails were meaningless, repeating the same words that they need another 7 -10 business days to investigate.Desired Settlement: I want to collect my FSA savings of $485.93

Business

Response:

Sergey Golubev has a termination date on his HC FSA account of 11/15/2013. ADP will only process claims that are incurred on or before the termination date of 11/15/2013. Our client, IMPACT medical or their [redacted], [redacted] has not advised ADP this participant elected to continue his FSA through [redacted] nor advised of his [redacted] paid thru date. ADP does not collect the [redacted] premiums for FSA. We are notified of [redacted] continuation and the PTD from the employer or the [redacted]. If we have not received this information, we will not process any claims after the termination date. ADP has contacted our client, IMPACT Medical, to obtain this information; however, we have not received a response as of 3/28/2014. Thus, we cannot process the claims. ADP Benefit Services (“ADP”) is a third party administrator that provides FSA administrative services for our clients. IMPACT Medical is an ADP client and contracted with ADP to provide FSA administrative services to their employees. As a vendor of IMPACT Medical, ADP does not make any plan decisions on behalf of the client. Since we have not received the [redacted] continuation information from IMPACT Medical, we cannot process the claims.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

My original complaint said that 1) ADP ignored the documental proof from [redacted] that I have [redacted] FSA account 2)ADP did not contact directly [redacted] to verify the information. 3)They have a terrible customer service.

ADP still did nothing in direction to resolve the complaint.

Instead of directly contacting the [redacted], ADP contacted my former employer, IMPACT Medical. I left the IMPACT on Nov 7 ,2013. IMPACT don`t have an information which [redacted] plans I selected then for continuation of healthcare coverage under the [redacted].

The ADP`s statement that “… [redacted], [redacted] has not advised ADP this participant elected to continue his FSA

through [redacted] nor advised of his [redacted] paid thru date » is not true.

I believe that [redacted] notified ADP several times regarding my election to continue [redacted] FSA (ADP). Because ADP had denied this fact, I asked [redacted] to give me an official document to prove my [redacted] FSA election during Nov-Dec

2013 . They generated a certificate ( pdf file), which has the all related information . I forwarded this certificate

to ADP more than once.

I am attaching this [redacted] FSA election document/certificate to my response

Regards,

Review: I have been receiving text messages from ADP payroll services on a daily basis about my account balance being .25 cents. I have called 10 times regarding this issue and they all say I will be placed on a list to not text. Still receiving after 2 weeks and I called again the lady seems to be very sorry and I aksed this time to be notified in 24 hours of this being fixed, well this did not happen and I am still getting this text messages. Customer service of all the people I talked to have done nothing to help in this matter. Another representative said they don't send texts but other representatives say they do. I have tried to just block the number and I have and then it just generates at multiple other numbers.Desired Settlement: A call telling me that this will be resolved and taken care of and all of this to be done. No more messages or anything. I have no association with this service and never have.

Business

Response:

, We have reviewed the complaint dated February 16, 2015 filed by [redacted]n. ADP provides clients with a beneficial network branded payroll card that includes various ways for our cardholders to utilize their card, including the ability to set up various alerts to manage their account. By way of background, ADP outsourced its stored value payroll card solution to [redacted], LLC ( until 2011. Although the cards are co-branded with ADP, all cards issued as part of the outsourced solution are issued and managed by Money Network. On February 18, 2015, ADP contacted [redacted]n to confirm the phone number on which he was receiving the daily balance text alerts. Mr. [redacted] provided the phone number and also confirmed that he has had this phone number for about a month. After reviewing ADP’s system and being unable to locate the phone number provided by Mr. [redacted], ADP reached out to Money Network and requested they check their system for Mr. [redacted]’s phone number. Money Network was able to locate the phone number in their system and informed ADP the phone number was deleted from their system on February 19, 2015. On February 23, 2015, ADP reached out to Mr. [redacted] to confirm he had stopped receiving the daily balance text alerts. Mr. [redacted] confirmed he was no longer receiving the alerts and was very appreciative that this issue was resolved. I hope this response adequately addresses the concerns of both [redacted]n and the Revdex.com. Should there be any additional questions, please feel free to contact me directly.

Consumer

Response:

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

[redacted]

Review: ADP now manages my employer's 401k plan. I had a loan out and I sent a $15750.00 cashier's check to the address on their "Loan prepayment form" to the address specified. They received the check, but did not deposit it into my account as intended. The check cleared their bank however, although when I asked the 401k advisor to check on it, he was informed that they'd "hang on to it" until it was closer to the payoff amount in about a month, by virtue of my payroll deductions. The loan balance was not decreased during this time, mind you - they continued to charge interest on the outstanding amount as though I had not made that payment, though it sat in their account the whole time.

I resolved this by sending them an additional check ($251.76) to bring up the total to the payoff amount.

If I had paid less, they would have kept my money for months, or possibly years, while I paid interest - even on the amount I'd paid - and enjoyed a fee-free, interest-free loan from me, against my will. Nowhere did it say that prepayment could not be accepted. In fact, the form was titled a prepayment form. They also did not inform me of this policy after they put my money in their own account. I checked my balance and inquired. I was not contacted by them. I was careful to check both because it's a large sum and because I've had issues with them in the past holding onto money needlessly. My Dependent Spending Account reimbursements used to be paid promptly on payday. Now ADP takes money from my check on payday and doesn't process the reimbursement until a week later, despite the fact that I always have my claims ready and waiting beforehand and they handle all HR for our company from paychecks to DSA to 401k.Desired Settlement: I'd like these unfair practices to stop, and to have my claims and payments processed promptly. Otherwise, what should be a service that helps me and my employers other employees be productive actually becomes a distracting source of worry.

Business

Response:

Regarding 401k Loan: Employee and Administrator mailed in a loan prepayment form that was marked up. Loan Prepayment form clearly asks the Participant and Plan Administrator to sign off on the fact that the amount on the certified check or money order matches the Loan Payoff Amount pre-populated on the form by ADP. ADP received the check (10/10) and the form and deposited into a non interest bearing account to await possible pending payments feeding in from payroll. Subsequent check was received prior to any attempted contact with client. From the Plan Administration manual: Checks received by ADP Retirement Services by 12:00 p.m. ET each business day will be sent to the Trustee for deposit and updated on the participant’s records within three business days. If a check is received without a properly completed loan payoff form, the funds will be deposited in the Lockbox in a non-interest bearing account. An attempt will be made to contact the Participant or Plan Administrator to obtain the required form. If ADP Retirement Services does not receive a properly completed form within 30 days, ADP will return the funds to the participant. From ADP Totalsource regarding Dependent FSA issue: According to Flex site all the claims pertaining to Dependent FSA have been paid out via direct deposit on a timely manner. As you are aware with Dependent FSA the funds need to reflect with Flex Direct in order for claim payments to take place. The only payment contribution that has not yet posted on Flex site is the one for 10/31 pay date. The file that I just ran on Monday captured data from 10/25-10/31. It is a timing situation because the client may have processed payroll later and the file will not pick up that payment contribution until next week’s file. Flex is currently reflecting claims paid out in the amount of $1,875.06, which matches the YTD payment contributions.