Larry's Auto Lube

We have been in contact with our client and have addressed her additional concernsPrevious holds on her account have been removed to allow access

We are sorry to see the concerns with the *** cardWe have sent this complaint to our Executive Service Team for the *** card so that they can arrange to reach out and resolveThank you

Feel free to monitor the situation and contact our service team at the number they have provided if you need further assistanceAt this point this case will be completed by the social care team as there is nothing left for us to address in the case specificallyThe service team will address if help is needed. Thank you

The deadline passed after the complaint issuedThe complainant was instructed to file their claims before the deadline passed.Once the deadline passed per Federal guidelines ADP can not process the claims

We have reviewed the complaint dated May 16, filed by Robert M***ADP Payroll Services, Inc(ADP) provides our clients with an efficient way to pay their employees electronically, and a beneficial financial tool for their employees, through a Visa branded payroll cardIn reviewing Mr
***’s account, our records reflect that ADP made several attempts to send Mr*** a replacement card after he first reported his card lost on March 31, The cards were sent to the address on file which had been confirmed by Mr*** but for some reason, unknown to ADP, the first two attempts were returned for an undeliverable addressOn May 17, ADP offered to mail, express delivery (free of charge), a check to him for the full balance of funds remaining on the card to ensure access to his fundsOn May 18, 2016, after receiving the Revdex.com case, I contacted Mr***, via telephone and email to try to resolve this matterOn May 19, 2016, Mr*** returned our call at which time Mr*** advised that he received and activated the prepaid payroll card the previous dayPer Mr***’s request, ADP voided the check request and credited the funds back to Mr***’s now activated prepaid payroll card, allowing him immediate access to his fundsADP strives to provide excellent customer service and address escalations in a timely mannerAs such, ADP is looking at other delivery options that would enable us to better understand the delivery challenges after several failed attemptsI hope this response adequately addresses the concerns of Mr*** and the Revdex.comShould there be any further questions, please feel free to contact me directlySincerely, Shona Patel ADP Paycard Compliance AssocCompliance Analyst *** *** *** ***

Complaint: ***
I am rejecting this response because: I am requesting a time frame for this resolution
Regards,
*** ***

ADP has tried to contact the complainant via email, phone and mailNo response. If we were able to reach the complainant we would apologize for the poor service and ensure they had the documentation needed

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

Complaint: ***
I am rejecting this response because: no resolution has been achieved between ADP and myself I get a phone call once a week and am given paperwork that I need to review and provide
documentation forProvide info verifying their info is incorrect and keep pulling funds out of our account and no one know why these funds are being withdrawn Extremely frustrated
Regards,
*** ***

Complaint: ***
I am rejecting this response because:
Though I did receive a W-(AFTER paying for a SECOND one) and receiving a credit because I disputed the charge through my bank for the first charge taken weeks before the second. I also brought up issues of being refused a request for information for a service I paid directly to the company ADP. I had asked for no identifying information but just what the process of getting this W-was and what to expect. The automated system set up for this did not refelect any specific information for my request as it said continually to expect the W-in business days, yet I elected for and paid for expedited processing. Though I understand that ADP's clients are the businesses they process these documents for, once they accept money for a specific service from a person, that person has a right to know what to expect and they do not provide that. They also do not provide protections to the consumer for disconnected calls or calls that are terminated early. It is true they say if a transaction number is not given a W-will not be issued, but they continue to take the money as if it is their right when the system knows not to continue and process the transaction for the W-they continue to retrieve money from the person's account.I am trying to make things better for ADP and the people that do need to go through this process, yet all they care about is that *I* got a refund (of money that should never have been taken in the first place) and *I* got a W-2. They do not address the way their employees treatment of paying customers (as this charge makes me one), and they do not address that their system will continue to take money from people without a care to having services rendered. I knew before I submitted a complaint to the Revdex.com that I would get a refund per the dispute via my bank, and I hoped I'd get a W-from them by allowing them to have another $of my money temporarily. If the Revdex.com wishes to "resolve this complaint" they do so without my acceptance of the resolution as it does not cover most of what the complaint was about
Regards,
*** ***

Though we have been unable to connect with our former client by phone, we have worked towards resolution on this matter, and confirmed our progress to him via email on Friday morning April 20,
Issue recap: The amounts in question relate to IL state withholding tax payments for
payrolls processed in Jan ADP made the associated deposits to the state as required on a semi-weekly schedule (not quarterly, as indicated in the complaint)Confirmation of the deposits was provided to us by a representative from the state of Illinois on April 19, Any additional payments made on the account amounting to an overpayment should be returned to our former client by the *** ** ***
Further information was provided to our former client via email on April 20, This included specific details provided to us by an agent at the *** ** ** as well as his contact information so that our former client could directly validate with the agencyOur Payroll Service Director also provided his contact information, should our former client have any further questions or need anything else in regards to this matterThank you for allowing us the opportunity to assist with this matter

Mr ***, I have asked our Service Leaders to review your concern and they will reach out to you directlyOnce they have done so I will respond here as well. Thank you

I have requested the Wage Garnishment Leaders review and resolve for the employeeI will also respond here once resolution has been reached

We have reviewed the supplemental complaint of Ms*** * ***, dated January 12, *** *** *** *** *ADP) provides our clients with an efficient way to pay their employees electronically, and a beneficial financial tool for their employees, through a *** branded payroll card
All prepaid cards are mailed to the cardholders with a fee schedule includedMs*** fee schedule provided her freeATM withdrawals at any domestic in-network ATMS (*** ***, *** ***, or *** ***, which she could locate on ADP’s website at ***, (which site is listed on the back of the pay card)and a $charge for any out-of-network ATM withdrawalsIt also states that other third parties, such as ATM owner, may charge additional feesIn reviewing Ms*** prepaid payroll card account, ADP was able to determine that on October 2, 2015, Ms*** contacted cardholder services a couple of times to inquire about ATM fees and locationsShe was informed of in network ATMs she could use for free access to her funds (in accordance with her fee schedule)Ms*** was also informed that she could log onto the consumer website to access the ATM locator which provides a listing of all in network ATMsCardholder services offered to locate the nearest in-network ATM machine and *** member bank (where she could also could obtain free access to her funds through an over the counter teller transaction)On October 6, 2015, Ms*** made an ATM cash withdrawal using an out of network ATM, which caused her to incur a fee in the amount of $On November 13, 2015, Ms*** contacted cardholder services and requested the prepaid payroll card be closedDuring this call Ms*** was informed that once the card is closed it can no longer be reactivated and the remaining balance on the card will be refunded after all transactions clear on the accountMs*** was told that in order to allow time for the transactions to clear, the refund will be initiated in daysOn November 23, 2015, a check in the amount of $was mailed to the Ms*** place of residenceOn December 1, 2015, Ms*** contacted cardholder services to inquire about the status of her checkCardholder services informed Ms*** that the check was mailed on November 23, and will take up to business days for deliveryOn December 11, 2015, Ms*** contacted cardholder services on December 11, 2015, stating that she hadn’t received her check and was asked to call back on December 14, if she did not receive the checkOn December 16, 2015, Ms*** informed cardholder services that she had not received the check and requested to speak to a supervisor with the cardholder services teamThe supervisor verified Ms.*** address and submitted an escalation requesting the check to be canceled and a new check to be issuedA second check was subsequently sent to her but based on our conversations with Ms***, as of January 20, 2016, she still hadn’t received that check eitherADP requested a stop payment on the second check, and had a new check issued and sent to Ms*** that day via *** overnight deliveryADP contacted Ms*** and provided her the tracking information in an effort to help her avoid any further delay or additional frustrationOn January 22, 2016, ADP reached out to Ms*** and confirmed Ms*** received the checkI hope this response adequately addresses the concerns of Ms*** ** *** and the Revdex.comShould there be any further questions, please feel free to contact me directlySincerely, *** *** *** *** *** *** *** *** *** *** ***

Hi ***, I am sorry to see we have not provided you with the service you needI have asked our service leaders review your issues and they will reach out to you directlyOnce they have a resolution I will reach out to you here as wellWe will not consider closed until there is a resolution

A Statement of Deposits document that shows all the Federal Deposits made by ADP and the dates has been sent via secured emailed to Mr*** at *** on 02-28-18. This email also included the Federal website to register and view these deposits with dates on line.The Federal deposits made by ADP were $33,472.75, which is the amount that went to outside collections. Mr*** can call ADP Client Services at ###-###-####, hours a day, days a week and anyone can assist with provided him with a getting copy of the Statement of Deposits document which shows the deposit amounts and dates. The call was recorded and has been reviewed by at least ADP managers. Mr*** submitted his own payroll by hitting the “Approve” button without any prompting by ADP. The new accounts representative questioned Mr*** about it who confirmed he submitted the payrollThe liability was quoted a couple timesOn 12-28-ADP called Mr*** regarding the Non-Sufficient Funds (NSF) for his payroll liabilityADP went over the NSF, funding required, penalty and interest, security deposit, and $NSF fee funding required and that we needed the funds wired at which time Mr*** said he understoodThe ADP replet Mr*** know he would email wiring instructionsThis same day Mr*** called back that same day and spoke with another representative who discussed the tax liability in detail and he was wanting reports as well. This representative offered to get him to Client Services although he wanted the original NSF repThe original rep emailed Mr*** letting him know he got the message and asked the preferred time he would like a call tomorrowOn 12-28-ADP called Mr*** regarding the Non-Sufficient Funds (NSF) for his payroll liabilityADP went over the NSF, funding required, penalty and interest, security deposit, and $NSF fee funding required and that we needed the funds wired at which time Mr*** said he understoodRep let Mr*** know he would email wiring instructionsThis same day Mr*** called back that same day and spoke with another representative who discussed the tax liability in detail and he was wanting reports as well. This representative offered to get him to Client Services although he wanted the original NSF repThe original rep emailed Mr*** letting him know he got the message and asked the preferred time he would like a call tomorrowOn 12-29-original rep recorded a response email from Mr*** to term his account with ADPSame rep attempted to contact Mr*** and left a voice mail and followed up with another emailOn 01-02-Mr*** called NSF department and now not agreeing with anything in the email he received. They offered to get him to Client Services to discuss and he hung up.After this, there are no known calls from Mr*** to ADPA Payroll representative did attempt to reach Mr*** on 01-05-and left a voice mail. ADP attempted to reach Mr*** on 02-19-& 02-20-to resolve this issue as well, voice messages were left for him to call us although there was no response

I have asked our Wage Garnishment team to review your issue and once they have a resolution I will address here as well

Complaint: ***
I am rejecting this response because: There is no explanation made by ADPThere is no attachment as indicated by ADP
Regards,
*** ***

Based on our investigation, it appears Ms*** attempted to process an ACH payment using the Routing and Account number for her Prepaid Payroll cardOn November 22,2017, the ACH debit payment was returned as it is not permitted on the card
On November 28,2017, ADP spoke to Ms
*** briefly regarding this matterWe were unfortunately unable to reconnect with her at further length until today, Friday Dec 1. At which time, Ms*** confirmed that the issue with merchant Vanguard has been resolved. However, she had not received any of the informational e-mails sent to her earlier in the week, as she is currently locked out of her accountMs*** provided ADP with an updated e-mail address and requested that we re-send the information required to log onto the consumer website. This has been completed as well as additional details on how to use the bill pay feature
Ms*** has direct call back contact information for our paycard team, should she need any further assistance logging onto the website and/or using the bill pay featureWe will follow up with her as well, to ensure she has accessed the consumer website successfully and to ensure all of her additional concerns are addressed

We have spoken with our client and the Louisiana Workforce Commission and have processed needed amendments to have the issue correctedLouisiana has indicated it could take weeks to process the amendment on their system so we have assigned an associate to monitor the status of the amendment and
provide updates to the client on a weekly basis until it is resolvedWe will post a further follow up once the issue is completely corrected