Paychex

Good afternoon,Please see the attached response to our client's inquiryWe look forward to resolving this concern, and appreciate the opportunity to serve Ms***Regards, Paychex Customer ServiceThank you for your inquiry about [redacted] ***Paychex takes complaints from our clients very seriously, and we appreciate the opportunity to assist in the resolution of any disputes that occur.On August 18, 2015, Ms [redacted] called Paychex because she had received a lump sum distribution check, and advised that she had intended to request a rolloverMs [redacted] was instructed to return the check and complete the proper paperwork for a rolloverThe fees to do so were disclosed during the phone call.Paychex charges a $fee for processing a distribution, as well as a $fee for voiding and reissuing a distribution checkPaychex did not charge the $fee, and only the $distribution fee was assessedBoth of these fees are listed in the fee disclosure that is providedThese fees are standard for the (k) industry.Paychex records indicate that Ms [redacted] elected to receive electronic notification of the fee disclosuresPlease note the most recent notification provided prior to her distribution request was sent May 25, 2015.If you have questions please call me at ###-###-####, ext***Thank you.Sincerely,Mary S [redacted] Client Relations

Thank you for your inquiry from [redacted] regarding the [redacted] Paychex accountPaychex takes complaints from our clients very seriously, and we appreciate the opportunity to assist in the resolution of any disputes that may occur.Mr [redacted] expressed concern because the courier delivered his employee’s paycheck to the wrong office suite twiceIn addition, he was subsequently invoiced a $charge to have his employee’s paycheck re-printed.The courier delivery issue occurred because we inadvertently entered a wrong suite numberThe $charge is a fee that is automatically generated when a Readychex check is re-printed; however, Mr [redacted] shouldn’t have been charged the feeOnce the matter was brought to our attention, we credited the charge.The ongoing invoice difference was due to a courier charge for check delivery incurred while waiting for the Skylight paycards to arriveWe’re sorry the fee was not clearly explained to Mr [redacted] ; to offset this cost, we’ve increased his processing fee discount.We regret the inconvenience this situation has causedAs a gesture of goodwill, we’re crediting Mr [redacted] back the charges for his first two payrolls.We hope we’ve satisfactorily resolved Mr [redacted] ’s complaintIf you have questions, please contact me at ###-###-####, ext[redacted] , or [redacted] Sincerely,Ellen G [redacted] Implementation Zone Manager

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

Thank you for your inquiry from [redacted] regarding [redacted] ***Paychex takes complaints from our clients very seriously, and we appreciate the opportunity to assist in the resolution of any disputes that may occurMs [redacted] states that Paychex has not taken action on closing the [redacted] ***’s 401(k) plan and that the company continues to be billedOur records show that Paychex received termination paperwork on October 4, We then notified Ms [redacted] via email that there were discrepancies that [redacted] would need to resolve before we could process the terminationWe received the completed paperwork on January 29, 2014, and the plan was cancelledWe informed the client that we needed to receive completed distribution paperwork before we could cease billing the assets on the accountThis was noted in the termination paperwork that the client receivedWe sent distribution paperwork for completion to Ms [redacted] by US mail on January 31, 2014, and April 11, We emailed the paperwork to [redacted] @***.net on July 11, Paychex has not yet received the completed distribution paperwork and continues to bill the plan assetsTo resolve this matter, [redacted] must return the distribution paperwork to Paychex via fax at ###-###-####As a gesture of goodwill, we have already provided three months of credit to [redacted] due to the delay in processing the cancellation between October and January If you require additional information or have questions about this complaint, please contact me directly at ###-###-####.Sincerely, [redacted] ***Executive Client Relations

Re: Ms [redacted] ***Case # [redacted] Thank you for your inquiry regarding Dr [redacted] Paychex takes complaints from our clients very seriously, and we appreciate the opportunity to assist in the resolution of any disputes that may occurWe have reached out to Ms [redacted] to apologize that the service she received didn’t meant her expectationsWe will refund the $1,sfee, as she requestedWe consider this matter resolved; however, we’ll continue to work with Ms [redacted] to make sure we are delivering the level of service she expects going forward.If you have questions, please contact me at ###-###-####, ext [redacted] , or [redacted] Thank youSincerely, Douglas RSumner District Sales Manager

Revdex.com: I have reviewed the response made by Paychex in reference to complaint ID [redacted] , and find that this resolution is barely tolerable to me and not worth further debate with Paychex considering the small dollar amount involved I appreciate Paychex responded to you (Revdex.com) after ignoring my complaint letter to them Paychex's response to Revdex.com gave more of an explanation than their original letter to me only listing months of extra charges and saying I owe a balance Paychex letter to me lacked any explanation of why they made a mistake in the balance charged Their response to you was still missing the calculations I asked for Disappointing that an accounting business can not provide calculations Regards, [redacted] ***

Paychex has received and reviewed your communication dated 07/05/about the complaint from [redacted] Paychex takes complaints from our clients very seriously, and we appreciate the opportunity to assist in the resolution of any disputes that may occur Ms [redacted] was a client of SurePayroll, which is owned by PaychexShe called the Paychex inbound sales team on June 22, 2016, to get information about Paychex payroll servicesAs a result, a SurePayroll representative contacted to Ms [redacted] in an effort to retain the account Ms [redacted] was displeased that her current payroll service provider learned of his intention to explore other service options and she wasn’t informed that Paychex and SurePayroll are sister companies We regret the confusion this may have caused Ms [redacted] To prevent a future recurrence of this situation, we’ll be implementing a process to better inform clients and prospective clients of the relationship between Paychex and SurePayroll If you have questions, please contact me at 585-218-or Sincerely, Vince [redacted] Senior Manager, National Sales Support

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below.Paychex does NOT take complaints from client's seriously After speaking with Mr [redacted] he stated to me that his company has had on going issues with Paychex sales representatives misleading new customers into purchasing their services with pricingDuring our conversation he stated he has dealt with this issue before with other customersI asked him to refund my amount of $and he stated "even though you are at no fault, I cannot issue you a monetary credit"He begged me to stay on with Paychex and explained he would take "big credits" off my statement Why would I want to do business with a company that extorted $from me? I find it very disturbing when a general manager is telling me I'm right but cant issue me my money backAll of the sales representatives at Paychex should take an ethics class.! Further more they are lying, in the previous email, it states " Mr [redacted] understood the reason for the fees, and indicated that he was satisified with the response." This is not factual!!! Regards, [redacted] ***

Thank you for your inquiry from [redacted] regarding [redacted] Paychex takes complaints from our clients very seriously, and we appreciate the opportunity to assist in the resolution of any disputes that may occur Ms [redacted] cancelled Paychex services effective December 31, However, she was inadvertently charged a minimum monthly billing fee for January as well as delivery and handling fees for filing first quarter returnsAs acknowledged by Ms [redacted] , we refunded the $delivery and handling fee on May 17, We’ve submitted a billing adjustment for $to refund Ms [redacted] for the charges for the minimum monthly billing, processing Forms W-2, and delivery and handling of the first quarter returnsPlease note that, although Ms [redacted] didn’t request a refund of the charges for processing her Forms W-2, we’re including it as a gesture of goodwill I can confirm Ms [redacted] ’s account is now closedI regret any inconvenience this situation might have caused If you have questions, please contact me at [redacted] or [redacted] Sincerely, Becca [redacted] Supervisor, Dedicated Service Center

January 22, Case No [redacted] Thank you for your inquiry regarding [redacted] IncPaychex takes complaints from our clients very seriously, and we appreciate the opportunity to help resolve any disputes that may occurThe situation our former client reported to your agency resulted from a miscommunication in November We processed a payroll on November 27, 2015, that [redacted] didn’t want us to processOnce we were notified of the situation on December 3, 2015, we took corrective actionWe refunded the necessary funds through the same ACH process that originally occurred Since that time, [redacted] has requested proof from Paychex that we filed Form tax payments from February – November on its behalf We will be sending that proof via email no later than January 15, Home Inspection Network also requested that we close the account with PaychexWe officially closed the account on January 6, We communicated and confirmed with [redacted] that we will not be preparing or filing any tax forms on its behalf for fourth quarter or year-end forms for Finally, we’ll be delivering an apology letter no later than January 15, 2016, for processing the November payroll.We consider this matter resolved; however, we’ll continue to work with Home Inspection Network if it’s determined that additional materials are requiredIf you have questions, please contact me at 954-443-0442, extor [email protected] you.Sincerely, Leslie D [redacted] Client Service Manager

Thank you for your additional inquiry from [redacted] with ***, LLCPaychex takes complaints from our clients very seriously, and we appreciate the opportunity to help resolve any disputes that may occurWe have credited the account of ***, LLC, for $We are happy to discuss possible additional credits after we know details and the total amount Ms [redacted] is requestingI have tried, but been unable to reach Ms [redacted] to discuss her concerns with her directlyIf you have further questions or need additional information, please contact me at [redacted] , ext [redacted] , or e***@paychex.com Sincerely, Emma [redacted] Client Service Manager

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below 1/19/On January 14, I received an e mail from you stating that you received a letter from Paychex I read the letter and they responded that they will not issue further refunds to me I then called you and left a message on January 15, I feel that Paychex had taken advantage of me First of all I did not agree to pay the $set up fee This amount is way too outrageous If I have known of this amount, I would not have signed up Sales person, Eric C [redacted] , was not clear to me and my husband in the beginning of our meeting of the $set up fee and this is why we are in this situationThe sales person did not leave us the contract for us to review when he left our houseAfter the second bill came, we started complaining because we were not expecting it This is the time when we found out about the $set up fee From here on, we could not get things straighten out because the customer service is telling us different information than what our sales person is telling usThere was no effort by the customer service to reach out to our sales person to sort out the confusion My husband and I were not happy at this point We were told from our sales person that we can always cancel anytime and they will not continue to bill us Although our sales person tells us that they will not bill us, the customer service tells us that they will bill usThis becomes frustrating and confusing Customer service tell me things that prevents me from canceling sooner such as transfer fee of $1,if I go to another $provider They tell me that I can’t open another 401k plan for a year after I close my account with them After talking to another 401k provider, this is not the case because I am a small business which me and my husband are the only once involve in the businessMy k provider at this time is with E trade and they are not billing me with anything So the administration that was sold to us was not even necessary Because I feel that this company had done us wrong, and they didn’t really do anything for me but collect money and given me frustration and waste of time, I need them to give me a refund of $out of the $they received from meSincerely, [redacted] Regards, [redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below I can produce papers too It doesn't mean that they were sent as the owners of [redacted] maintain that they were never advised of what was going on, nor was there any follow up There were no enrollment meetings for employees If you the Revdex.com is going to continue to take this road, I have to assume that this is a waste of time and that the Revdex.com is going to side with PayChex rather than see that their handling of the whole matter was NOT in [redacted] s best interest Regards, [redacted]

Thank you for your follinquiry about [redacted] ’s [redacted] Paychex takes complaints from our clients very seriously, and we appreciate the opportunity to assist in the resolution of any disputes that occur.Our client’s complaint stated that Paychex filed a Form for the organization when we should have filed a Form [redacted] ’s [redacted] subsequently received a penalty notice for not filing the Form and states that Paychex should be held responsible Paychex has documentation from the Internal Revenue Service that supports the timely filing of the Form for [redacted] ’s [redacted] Our clients are responsible for notifying Paychex of changes in filing status that they receive from tax agencies; the agencies do not notify Paychex directlyWe have no record of receiving notification from [redacted] ’s [redacted] about the change from filing Form to Form prior to May If our client can provide such documentation, we will review it and consider other resolutions to this matterWithout documentation, we must maintain our current position, that we were not notified, and that the client is responsible for the situation and must deal with the tax agency directly to resolve the notice If you require additional information or have questions, please contact me at [redacted] , ext [redacted] Sincerely, [redacted] ***Client Services Supervisor

Thank you for your inquiry from [redacted] Paychex takes complaints from our clients very seriously, and we appreciate the opportunity to help resolve any concerns that may occur.We have tried to reach Ms [redacted] numerous times via email and phone, but have been unable to reach her to discuss her concerns with her directly, unfortunatelyPer the concern provided to Paychex regarding the monthly billing to be $a month, we were unable to find documentation of this quoted amountWe, however, previously updated the account with a percent discount to create this monthly rateIn auditing the previous month’s billing we calculated the total overage with this adjusted rate we are honoring, and are just waiting for confirmation on the refund type (on the next invoice or to the bank account)We are happy to finalize this resolution with a confirmation from Ms [redacted] or from Darin [redacted] .The client can reach me at the following contact information so we can address the credit:###-###-####, ext [redacted] , or [redacted] Sincerely, Emma I [redacted] Client Service Manager

Thank you for your inquiry regarding Mr [redacted] Paychex takes complaints from our clients very seriously, and we appreciate the opportunity help resolve any disputes that may occurWe understand that Mr [redacted] primary concern is obtaining amended tax documents for We were able to get in touch with Mr [redacted] today to obtain the additional information we needed to fulfill the requestWe are in the process of preparing amended documents for Mr [redacted] , and he is comfortable with the timetable we providedI understand that Mr [redacted] is also concerned about charges he received for his Forms W-We understand that Mr[redacted] requested that we not provide these documents; however, he requested that we not provide them after they had already been shippedWe notified Mr[redacted] that we would refund the cost of the forms once he shipped them back to usWe refunded the cost of the forms on February 4, 2016, for a total of $Mr [redacted] then requested a refund for the cost of shipping the forms back to us; we initiated that process on February 12, and Mr [redacted] should receive the $ refund by February We’ve also verified that Mr [redacted] pricing does match the pricing proposal he agreed too; however, in 2014, we extended his three month discount for one year as a courtesyIf you have questions, please contact me at ###-###-####, ext [redacted] , or [redacted] Thank you

Please review the attached forwarded emails to the business contact with information on obtaining a FL Unemployment ID number Kind regards, Mieux [redacted] Paychex Client Relations/Client Advocate

ON january I contacted [redacted] about the excess charges to our bank accountI asked her to tell her admin people to stop taking money out and depositing money from our account as we were limited to how many transactions we can do per monththey had transactions in just decemberI also informed her they took out payroll on the wrong datesthere was one week on december that they forgot to take payroll out completely and I had to call [redacted] that noone had gotten paidJanuary 6th I emailed again, requesting that someome call me in regards to the bank matter, in addition I questioned why an additional $had been removed from the account when payroll had already been called in last week of decemberI finally got on the phone with [redacted] january 8th and we went through every charge that was in quetsion and eveery depositShe returned and email to me on january, I asked her to have the acocunts person and her get on the phone with me asapOn january 12th I emailed again, no replyon january 15th I emailed again no replyJanuary 21st I finally received a replyit said that her and the account people went over the info and they saw nothing wrong......and that all teh amounts were accounted forI emailed back same day and told her that I did not see that in the accounting and that I again request someone to get on the phone with me Our account bounced beause of what they did, my persona acocunt bounced and they never once informed me that they were having account issues......and were going to take money on the wrong dates.....I also questioned on January 22nd why our w-charges had gone up since we had less employees, she stated there was a raise in prices, I replied to her that again, people were messing with the account and noone even informed me of thisI then told her that we would start looking for aother company to do our payrollOn the 22nd she send me a payroll journal and it still did not match the dates of money that was moved in and out of our bank account, I again asked for the fourth or fifth time that an actual accounts person who did the transactions to get on the phone with meI was refused againI emailed again January 29th with the same request, that the document she sent me did not explain the charges and why money was taken out on the wrong datesI received no reponseOf feb 6th we found a new company and I passed their representative onto [redacted] to finsih the transfer of our account to theeirsthe issue with the retirement division stems from paychex breacj of our contractI should not be held to any fees or charges because paychex already caused many fees and charges for bouncing our account

Dear [redacted] : Thank you for your inquiry regarding [redacted] Paychex takes complaints from our clients and their employees very seriously, and we appreciate the opportunity to assist in the resolution of any disputes that may occur Please accept my sincere apology on behalf of Paychex to Mr [redacted] for inadvertently debiting the incorrect setup fee from his company's bank accountThis was done in error We have since reversed the transaction and refunded the $to the business accountThe refunded FUTA amount will also transfer to the business account We have sent a detailed report to the company's new record keeper, and Paychex will be filing third quarter returns for Mr [redacted] This letter shall confirm that Paychex has fully resolved this complaint with Mr [redacted] , and it is our understanding there are no outstanding matters I regret any inconvenience this matter may have causedIf you require additional information or have any questions regarding this complaint or Paychex’ resolution of this complaint, please feel free to contact me at ###-###-#### Sincerely, [redacted] Senior Executive Client Relations

We have contacted Mr [redacted] and he has authorized us to change his account to premium stand alone Internet and to disconnect his landline telephone service