Paychex

I’m following up to the request ( [redacted] ) Ms [redacted] made in April to be added to Paychex’ Do Not Contact listMs [redacted] has received additional communication from the Paychex sales team after her requestI spoke with District Sales Manager Glenn [redacted] and he confirmed that sales reps are now required to work with their district sales assistant to cross-reference their contact list with the Do Not Contact list before they send email communications We apologize for the error and thank you for giving us the opportunity to improve our service and processes If yo u have questions, please contact me at [redacted] Sincerely, Mieux [redacted] Client Relations and Client Advocate

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.To recap, on July 17, 2013, [redacted] , ***, contracted with Paychex Retirement Services to initiate a company-sponsored (k) plan with Paychex as its recordkeeperOur client's plan administrator opted for a (k) plan with an automatic enrollment featureAn automatic enrollment plan is designed to enroll employees automatically when they become eligible to participate in the plan, based on the eligibility parameters set forth by the planThe employee is enrolled at a pre-determined percentage set by the plan administrator.The plan administrator is required to give each employee a 30-day enrollment notice prior to them being enrolled in the planThis requirement is not a requirement of the recordkeeper, but of the plan administratorOur records show that Ms [redacted] was automatically enrolled on August 16, 2013, exactly days after the plan was establishedA plan participant has days from the date of automatic enrollment to opt out of the plan without being charged a distribution fee of $All of this information would have been provided in the notice the plan administrator was required to provide to Ms [redacted] days prior to enrollmentThe $distribution fee is charged for from each participant for all first time distributions from the 401(k) planThis fee is included in our Participant Fee Disclosure that was sent July 17, 2013, to the plan administrator for distribution and is also available on the (k) participant website.Upon Ms [redacted] 's separation of employment on October 7, 2013, Paychex sent her paperwork with instructions on how to request a distribution from the (k) planWe mailed the paperwork to her home address, which we verified as the same address provided by Ms [redacted] in her complaint to the Revdex.comOn March 20, 2015, we received a request from Ms [redacted] to mail her the paperwork again, which we didWe also emailed it to Ms [redacted] As of the date of this letter, Ms [redacted] has not made an election to remove the funds, and we haven't processed a distributionIf you need additional information or have questions about this complaint, or Paychex' resolution of this complaint, feel free to contact me at ###-###-####, ext***.Sincerely, [redacted] Client Product Relations Representative

Hello, Please refer to attachment for our response Sincerely, Missy P [redacted] Thank you for your inquiry 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 occurPaychex Implementation Supervisor, Mark B [redacted] is currently reviewing the details of Ms [redacted] 's complaint at our Ventura office, and will continue to work with her directly throughout resolutionPaychex will make all corrections on behalf of Ms [redacted] upon receipt of required documentationIf you have questions or need additional information, please call me at ###-###-####Thank you for your assistance.Sincerely,Missy P [redacted] Senior Executive of Client Relations

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 belowThese people are liars We have been trying to contact them and nothing We do have fees that are now showing up not just from June and July but apparently now they were making mistakes before Attached are the extra fees I have so farAlso attached the letter where it says all they were going to return but they didnt And NOONE notified me of that They did not give me back $ 8500.46, they only deposit back Then apparently they ended up making a payment but reduce some money from itThis person "***" seems to me only copy/paste from the last response and has not taking the time to look at the details One last thing, I NEVER asked for a change on my bank account number THEY made that mistake THEY arbitrarily changed it! I need to get the refunds I havent gotten ANY back Only time wasted trying to get them to do things right Regards, [redacted]

Thank you for your inquiry regarding FSA plan participant [redacted] ***Paychex takes complaints from our clients and plan participants very seriously, and we appreciate the opportunity to assist in the resolution of any disputes that may occurMs [redacted] wrote about her concern with having a charge applied to her Flexible Spending Account (FSA) in The service date for the charge in question was December 31, 2014, but we did not receive proper documentation to substantiate the charge until January 16, The charge was inadvertently applied to rather than to 2014.I spoke with Ms [redacted] on January 20, 2016, to apologize for any inconvenience she experienced and confirm that we have subsequently applied the charge to She does not owe any payment to Paychex, and her FSA debit card was reactivated on January 21,I’m pleased we were able to resolve this matter with Ms***.If you need additional information or have any questions, please feel free to contact me at ###-###-####, ext68715, or [redacted]

Please refer to the attached response Sincerely, Missy P [redacted] Thank you for your inquiry 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.In March of 2015, [redacted] ***., received failure to file notices for [redacted] [redacted] (FL DOR) state unemployment insurance (SUI) returns for third quarter 2013, fourth quarter 2013, and first through fourth quarters These notices were forwarded to our Penalty Abatement Center (PAC) for resolutionAfter researching this issue, our PAC representative discovered the following:• [redacted] ***, owner of [redacted] ***., contacted the FL DORin and closed their SUI accountThis information was not communicated to PaychexOur Taxpay service canceled Florida SUI from their account in August This was done as a result communication Paychex received from FL DOR to our Taxpay department.• In 2013, [redacted] ***., hired an employee in FloridaPaychex added the employee and initiated the restart of Taxpay for FL SUI in August Florida rejected Paychex' attempts to file the SUI returns for the previously impacted quarters because the account had been inactiveOur client received original returns to file in the quarterly packages for all quarters except fourth quarter and fourth quarter During these quarters, the payroll specialist made attempts to have Florida restarted for TaxpayThey were unsuccessful and failed to provide our client original returns to file.• Upon further research, PAC determined this to be client responsibilityPAC emailed the findings to [redacted] on March 12, She disagreed with the findings and informed PAC of her disagreement and requested further reviewAfter a second review in April, PAC concluded again that this was our client's responsibilityPAC offered to file the missing returns for [redacted] ***for a fee, but she was not happy with this resolution[redacted] ***paid $1,in estimated taxes, penalties and interest and then alerted the branch of their displeasure with regard to our handling of this tax issueThe branch provided the missing returns to the state at no charge and asked that PAC assist in the penalty abatementPAC contacted the state and discovered the client had a tax of $due and actually has a refund pending of $PAC forwarded an abatement letter requesting the penalty and interest of $1,($1,800- $216- $360.02) be waived.PAC also contacted the state this week and the appeal letter has been escalated to a supervisor at the stateIt may take another week for the state to reach a decisionPAC noted that if the state denies the appeal, they will reimburse the client half of the $1,We are currently awaiting the state's response before we can move forward.If you have questions, please contact me at [redacted] or by email at [redacted] Sincerely,Melissa PExecutive Client Relations

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 occur I have enclosed the complaint against Paychex, Inc(“Paychex”), which asserts that our client was dissatisfied with their Paychex payroll and 401(k) services, in particular the customer service given to themIn response, the client decided to transfer the company’s 401(k) plan to another recordkeeperThis client feels that, under these circumstances, they should not pay a $1,plan transfer fee Upon reviewing our client’s concerns, we determined this client was amply notified of the transfer fee, and signed the 401(k) transfer fee form, providing bank account information to collect the fee from on 12/15/I spoke with the client ( [redacted] ***) about her concerns [redacted] advised that she did not have an issue with the 401(k), she disliked the bundled HR productThere were not any documented concerns with the 401(k) eitherShe stated that she did not want to pay the transfer fee, so she had her bank block the debitI advised that the result of this was the funds coming from the plan assets Paychex now considers this matter closedIf you require additional information, please call me at 585-336- Sincerely, Mary [redacted] Paychex Client Relations Enclosure

Thank you for your inquiry regarding Ms. [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. We reviewed Ms. [redacted] ’s account and determined that two $270.00 claims were submitted in... February 2016. One claim was submitted through the debit card option and was processed successfully. The other claim was submitted on paper and wasn’t processed. We’ll be able to process her second claim if Ms. [redacted] submits the claim form and includes the associated receipt, which we’ll use to verify that the claim is for an eligible expense. We’ll need the proper documentation because not all medical expenses meet reimbursement eligibility requirements. We don’t determine what is considered eligible; we simply determine if submissions meet the eligibility standards.If you need additional information or have any questions, please feel free to contact me at ###-###-####, ext. 68715, or [redacted] . Thank you.

Thank you for your inquiry regarding [redacted] Paychex takes complaints from ourclients very seriously, and we appreciate the opportunity to assist in the resolution of anydisputes that may occur.We have reviewed the details of Mr [redacted] 's complaint at our corporate office, and willcontinue to monitor this client's account to avoid a recurrence of these events.If you have questions or need additional information, please call me at [redacted] Thankyou for your assistance

Thank you for your inquiry regarding [redacted] an employee of [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 occurPlease accept my sincere apology on behalf of Paychex to Mr [redacted] for his troubles accessing his paystubs online We contacted Mr***’s employer, who confirmed that she would contact us if she were unable to resolve Mr***’s concernWe have not heard back from our client and, therefore, assume she was able to help Mr*** 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 Client Relations Analyst

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 still have yet to receive a call from Paychex in regard to the matter The $credit is great, but since the original complaint Paychex themselves charged me yet another fee for another error on their end So my question becomes - are they crediting the new fee that they charged me? Or are they indeed crediting the original that I was fined from the state as well as the new fee that Paychex charged me Regards, [redacted]

Hello, Attached is the letter of response additional to the signed price proposal.Thanks, Missy P [redacted] ###-###-####Thank you for your inquiry regarding [redacted] Paychex takes complaints from our clients very seriously, and we appreciate the opportunity to assist in the resolution of any disputesMr [redacted] contests that Paychex charged a higher payroll processing fee than originally agreed upon with the sales representativeMr [redacted] contracted to use Paychex services that are included in our Proprietor PackageThe Proprietor Package costs $per pay period; Mr [redacted] was offered a six month 40% discount which brought the per period cost down to $39.00, as stated in the signed proposal formWe also billed our client for the following items in 2015:• Non-sufficient funds fees and late charges for the January and May 29, 2015, payrolls (Our client did not have sufficient monies to cover tax liability, invoice payments, and direct deposit for one or both of these payrolls.)• $for each missing [redacted] state unemployment insurance identification number; we issued credits on July 22, 2015, for three of these charges• Postage and handling fees of $for the March 19, 2015, payroll; we credited this amount to our client on July 22, 2015.• Direct deposit premium processing fees of $each for the April 30, May 21, and May 29, 2015, payrolls that our client did not submit two business days prior to the check date• A minimum monthly fee of $on June 25, 2015; we credited this amount to our client on July 22, 2015.Mr [redacted] currently has a $balance with Corporate Collections due to direct deposit returns on the May check datePaychex covered the net pay to ensure employees were paid on time.Paychex has credited our client $in invoice fees; we'll apply these monies to our client's final open invoice dated June (original balance due $307.99)Our client still owes $for this invoiceAdditionally, we are closing this client's account based on a request we received from Mr [redacted] on July 16, 2015.If you have questions or need additional information, please call me at ###-###-####Thank you for your assistance.Sincerely, Missy P [redacted] Senior Executive of Client Relations

Thank you for your inquiry from [redacted] , owner of [redacted] T [redacted] PCPaychex takes complaints from our clients very seriously, and we appreciate the opportunity to help resolve any disputes that may occur For your reference, I have enclosed the complaint against Paychex, Inc (“Paychex”), which asserts that [redacted] T [redacted] PC’s Paychex representative was not responsive, and that payroll was processed incorrectly I attempted to contact Dr [redacted] on April 10, to apologize for this situation and discuss the refunds you had requestedPaychex issued two separate refunds for General Ledger and delivery fees in the amount of $on April and $on April 13, On April 11, 2017, I reached out to Dr [redacted] again to discuss this matter, but I have yet to receive a returned callSabrina ***, a client services supervisor, left a message for Dr [redacted] on April as wellI followed up with an email on April requesting more information on payroll issues and chargesWe will continue to reach out to Dr [redacted] to resolve this matter If you have questions, please contact me at [redacted] , or [redacted] Sincerely, Tarey [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 Problem Description:i had filed a previous complaint, I was then contacted and offered a response and settlement regarding canceling our 401k plan with a refund for improper billingi agreed to the termsthe plan has been canceled as promised by paychex, but no refund has been received as promisedto top it off they are currently billing 135$ per month to one off my employees who has been unable to roll his money out of Paychex and into another financial institutioni should have gotten a written confirmation in regards to proper settlement, I'm now sorry that I trusted they would handle this responsibly and in good faith thank you [redacted] Desired Outcome:refund for months administration fee of $ per month TOTAL $1,refund for $ direct to my employee ( [redacted] ) Regards, [redacted]

Hi [redacted] : The notice from [redacted] that the client sent does not specifically say which tax period they are basing the assessment on – it just merely states the total accrued amount due through 03/31/ I’ve submitted it to the Penalty Abatement Center with urgent status so they can research and work the issue Client Service Supervisor, Mia A [redacted] has set herself as the point of contact for the issue and will continue to work directly with The [redacted] *** Thank you, Missy P [redacted]

Thank you for your inquiry regarding [redacted] ***Paychex takes complaints from our clients very seriously, and we appreciate the opportunity to help resolve any disputes that may occur[redacted] has rejected the original resolution and asked for additional verification that their audits were accurate and a summary of funds collectedThe first letter detailed the specific collections as requested by [redacted] ***To accommodate this additional request, I’ve attached the carrier audits for each policy term with the corresponding statement of premium collections as produced from our systemIn comparing these documents for each of the policy terms, it can be noted that the total collections from the client match the total premium due for each policy periodEach of these policy terms is whole and considered closed by PaychexIn the previous response, I noted that the service fees (December to present) were refunded to [redacted] via a check for $189.00.I do apologize on behalf of Paychex for the frustration [redacted] experienced as a result of these transactions [redacted] has revoked EFT authorization, so any collections for the current audit balance due will now be a matter between the client and the carrier, [redacted] We consider the issue to be resolvedOf course, if you have questions, please contact me at [redacted] ***, or mp [redacted] @paychex.comSincerely, Mary [redacted] P&C Operations Manager

Complaint: [redacted] I am rejecting this response because: I don't know when this response was sent but yesterday would have been July and they did not talk to me July Their representative called me at work a couple of weeks ago and asked if he could go to my house and check our equipmentI told him I had already given up because they are just going to tell me it's due to the speed I pay forHe said he wanted me to be happy about thisI told him the router was hard to access because of where pioneer originally put it & would take a few days to get things moved to get to itI said I could call the office when or if we decide to pursue thisHe said that would be fine to just call the office and let them knowOnly a couple of days later he CAME TO MY JOB and asked if I had made a decision.....I had already told him I would call when I got things moved & he was already coming to my job to ask again....Just like my original complaint, they DON'T LISTENAnd that was not "yesterday" it was a few weeks agoI did not say I didn't want to pursue it the day he calledThe plan was to call the office so I could move things & BE THEREBut I guess they wanted to go there alone and blame it on our equipment or the speed againFinished fighting with PioneerThey are the only local internet here & that's how they can do what they doThey're not going to go into my home without someone there & they should stick to the planI would have let them check but they didn't want to wait for me to call them Sincerely, [redacted] ***

Re: [redacted] ID: [redacted] Dear Sir or Madam:Thank 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 occurI’m writing to provide you with a reply to Mr [redacted] ’s response to our original explanation of the situation involving [redacted] & Associates.Business owner [redacted] contacted the Revdex.com and lodged a complaint disputing a $collection that was made from his company’s accountWe responded to Mr [redacted] ’s complaint which he still found to be unacceptableAs a courtesy we refunded the $charge associated with creating the year-end tax returnsThe disputed $was not a charge or fee for services renderedThe actual amount of $cannot be refunded because this was federal unemployment tax liability that [redacted] & Associates incurred during and Paychex remitted to the IRS on our client’s behalf We’ve closed the Paychex payroll account per Mr [redacted] ’s request, effective January 22, This matter is now closed.If you have questions, please contact me at ###-###-####, ext30403, or [redacted] Sincerely,Joe B***Senior Implementation Manager

Thank 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 may occur.Our client made a state change with his business on April 1, Paychex did not update our client’s record to show the move from Massachusetts to New Hampshire until January 1, As a result, we remitted unemployment taxes to the incorrect state on behalf of our client from April through December 2016, and did not deposit any payments with New Hampshire New Hampshire State Unemployment Insurance (SUI) sent our client notices stating the business’ unemployment rate would increase as a result of the late paymentsUpon learning of this, Paychex contacted the New Hampshire SUI department and spoke with [redacted] who stated that the client could make the overdue payments directly to the agency without further penaltyThe Paychex Penalty Abatement Center will continue working with the agency to resolve the default rate We also spoke with a representative from Massachusetts SUI on March 22, 2017, who advised us to submit an adjustment through the MA website to expedite a refund to our client of the tax payments made to that agency by mistake We will continue to work with our client and the affected agencies to resolve any outstanding issuesIf you require additional information or have questions, please contact me at [redacted] Sincerely, Tracy A [redacted] Client Services Supervisor

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 occur.It is my understanding that [redacted] Inc stated that they had cancelled their services with Paychex, but continued to be billed.As of this date, the client’s two businesses have been cancelled from our service and a refund totaling $in overcharges for both accounts has been initiated.I believe the matter to be resolved to the client's satisfactionIf you have further questions, you can contact me at ###-###-#### Extension [redacted] .Sincerely,Diane C***Implementation Supervisor