Paychex

Re: [redacted] Case No [redacted] Thank you for your inquiry regarding the Paychex Insurance Agency client, [redacted] )Paychex takes complaints from our clients very seriously, and we appreciate the opportunity to assist in the resolution of any disputes that may occurThe following is a timeline of events related to this complaintDec3, – [redacted] contacted Shelby S [redacted] of Paychex Insurance Agency to inform her that [redacted] 's health insurance through Horizon had been cancelled MsS [redacted] contacted our general agent, [redacted] to inquire why the client's insurance had been terminatedMsS [redacted] learned the client had failed the required New Jersey (NJ) certification, and [redacted] needed to pass the certificationMsS [redacted] also spoke to the Paychex sales representative, Anthony S [redacted] Anthony believed the NJ certification had been completed by the client's previous insurance agencyMsS [redacted] requested the appropriate documentation as outlined by the general agent (waivers, payroll journals, and Form WR30) from the clientPaychex then sent what we received to the general agent (Paychex Insurance Agency cannot deal directly with Horizon in the state of NJ.) Unfortunately, [redacted] did not send back all of the requested documentationDec– Additional waivers were received and sent to the general agentMsS [redacted] once again requested the quarterly payroll and WRThe quarterly payroll was received, but the WRremained outstanding [redacted] of [redacted] called the state of NJ to request the WR30s on behalf of [redacted] s, but he was unsuccessfulDec– MsS [redacted] requested the WRagain from the client and continued to work with the general agent on any missing items Dec– MsS [redacted] and Amy S [redacted] PIA retention manager, contacted [redacted] , the client's payroll vendor, requesting the WRMsS [redacted] later called [redacted] explaining the impact of not having received the WRMsS [redacted] also contacted [redacted] ' surgery center explaining her insurance may not be reinstated by the 11th and requested a one-day extension so [redacted] could be active on health insuranceDec– The WRwas received and sent to the general agentHorizon then requested additional folldocumentation including two WR30sMsS [redacted] requested the WR30s from the client and [redacted] [redacted] replied that they could not provide us with the informationMs S [redacted] contacted [redacted] and explained the situationThe WR30s were received later in the day and forwarded to the general agentDec– MsS [redacted] followed up with the general agent to ensure everything needed for [redacted] 's reinstatement had been receivedDec– The general agent let us know the payroll journal did not include all employees and requested another copyMsS [redacted] contacted the client and requested the documentationOnce received, we forwarded the information to the general agentWe then learned the client's reinstatement had started, and it would likely take hours for them to become activeDec– The group was reinstated, and [redacted] ' received confirmation she was able to have her surgery scheduled for December We consider this matter with [redacted] resolvedOf course, if you require additional information or have any questions, please feel free to contact Ms S [redacted] at ###-###-####, or [redacted] Sincerely, William FB [redacted] III Manager, H&B Service and Retention

Thank you for your inquiry from [redacted] with [redacted] Paychex takes complaints from our clients very seriously, and we appreciate the opportunity to help resolve any disputes that may occur.Ms [redacted] submitted a complaint about Paychex not filing first quarter tax returns to Nevada and the IRS [redacted] left Paychex’ service in first quarter 2016, and our records showed that we were not responsible for filing its returnsHowever, because the company was going out of business, Paychex should have filed final returns on its behalf unless otherwise directed not to do so.We submitted the missing return to the IRS on November 23, 2016, and to the state of Nevada on July 19, and instructed the client to submit paymentWe received confirmation on February 14, that this issue was resolved with the IRS, and no balance is dueOur records show an outstanding liability remains due to the Nevada Department of Employment, Training and Rehabilitation in the amount of $107.06, which includes penalty and interest$of this amount is liability due and we refunded this amount on March 23rd, to the client [redacted] , not Paychex, is responsible for remitting this paymentIf you have questions, please contact me at [redacted] , or [redacted] Sincerely, Dal M [redacted] Market Service Manager

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 do not accept this because it has nothing to do with my claim that NYSIF is stating we owe way more than $NYSIF sent us a bill for $5,The matter here is we were tied to NYSIF and did not knowEspecially after I had Paychex's services cancelledEven after the cancellation NYSIF bill was still adding upWe were not aware of this thats why ***, Inchas made this complaint against PaychexI reached out to my rep who signed me up for this plan Sebastian C***He told me he would take care of it and after never responded to any of my communication attemptsThats what I attached in the previous emails; the attachments showing I reached out complaining about this bill with NYSIFI need this resolvedThis $5,has to be cleared as we have not used nor run Wpayrolls Regards, [redacted]

Paychex is in receipt of your letter regarding a complaint from [redacted] T [redacted] on December 23, Paychex takes complaints from our clients and plan participants very seriously, and we appreciate the opportunity to assist in the resolution of any disputeMs [redacted] stated that Paychex mishandled her 401(k) deferrals and subsequent distributionOn November 30, 2015, a Paychex client service representative informed Ms [redacted] that she was automatically enrolled in her company’s 401(k) plan and that she was able to opt-out of the plan and take a distribution of the funds Ms [redacted] opted out of the plan and requested a distribution of the funds that were contributed into her plan on December 4, The distribution request was processed, and the funds were mailed to her on December 9, We later discovered that the address Paychex had on file for Ms [redacted] was incomplete, as the apartment number was missingTherefore, as of December 17, 2015, Ms [redacted] had not received the checkPaychex asks participants who have not received their distribution to wait business days from the initial mailing before requesting the check to be voided and reissued, to prevent having participants receive voided checks On December 10, 2015, Ms [redacted] informed Paychex that another 401(k) deduction was taken from her account on her December 10, 2015, paycheck in the amount $82.50, even though she had already opted out of the planWe immediately took corrective measures with our payroll department to verify that no other deferrals were taken from Ms [redacted] and a second distribution was initiatedOn December 23, 2015, Paychex sent that check via UPS Overnight mail and emailed the tracking number to Ms [redacted] per her request If you require additional information or have questions about this complaint or Paychex’s resolution of this complaint, please feel free to contact me directly at ###-###-####.Sincerely,Nekada DS [redacted] Client Relations, Paychex, Inc

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.It is my understanding that [redacted] stated they were having trouble connecting with Paychex to make changes to a and W-for [redacted] As of this date, we have reached out to [redacted] , received the corrected wage information, and sent corrected and W-2s I believe the matter to be resolved to the client's satisfactionIf you have further questions, you can contact me at Paychex Inc, Tuttle Crossing, Dublin, OH Sincerely, David G*** Sr Manager, Area Service

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.It is my understanding that [redacted] stated taxes for the state of Wyoming Unemployment for the third quarter of were not paid timely because a credit was not applied properlyThe client tried to escalate to a supervisor or manager within the tax department but it was not successful.As of this date, Paychex has researched the issue and will contact Wyoming to ask for credit resolution on the client’s behalfThe credit for worker’s compensation is $and will expire on January 31, 2018, per the clientIn addition, Paychex will issue a credit in the amount of $in payroll process fees plus $in penalty and interest as a courtesy.I believe the matter to be resolved to the client's satisfactionIf you have further questions, you can contact me at [redacted] Sincerely,Karen M [redacted] Client Service Manager

Good afternoon, Attached above is a copy of the email sent to Mr [redacted] on 7/5/advising of the UPS package tracking and encryption key I have tracked the package, and it was signed for on 7/6/by [redacted] Please advise if the package has not been received Kind regards, Mieux [redacted] Paychex Client Relations Advocate

Thank you for your inquiry about [redacted] ***and Mr [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 I’m following up to clarify the chronology of events as described in a previous letter, sent on October 10, It is our understanding that Mr [redacted] attempted to contact Paychex via mail to resolve a "Failure to File" notice for the months of April and May from the North Carolina State Agency, but he did not receive a reply from usTo help resolve this matter, on September 30, 2016, I instructed our Tax Notice team to investigateI copied in Mr [redacted] ’ email address on the correspondence to help ensure that he would receive any and all updates regarding the penalty as soon as they became available The Tax Notice team informed Mr [redacted] on October that it may take up to days before he received a status update, but on Friday, October 7, the team was able to resolve the situation with no penalty assessedAll monthly returns have now been filed online for [redacted] from April through August September's return is due to the agency on October and should also be filed on time Paychex considers this matter closed to the client’s satisfactionOf course, if you have questions or need more information, please contact me at 866-804-5693, ext [redacted] , or [redacted] Sincerely, [redacted] SmithImplementation Manager

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 occurI apologize again for the acknowledged courier signatory error that occurred with Dr [redacted] 's payroll deliveryThe mistake is undisputed, and we've taken steps to update the delivery address name, obtain FedEx delivery, and print required signatory instructions with every future delivery.The couriers we use in the Sarasota area are reputable; however, I have also requested Vendor Relations to review overall services to enhance other client expectations going forwardWe're committed to researching alternative delivery methods such as FedEx or UPS at no additional expense to the doctorWe did not commit to use only FedEx or UPS until November 5, when the decision was made to use FedExPlease see the previous communications showing efforts beginning October 22, followed by the final decision on November These emails explain the steps taken as addressed to Dr [redacted] and his office manager, as well as many Paychex employees engaged in the correction.Lastly, as branch manager, I have taken this matter very seriously at every turn, have included exception approval to pay for credit monitoring for each employee potentially affected, and I personally initiated a security incident for investigation, following it through to delivering the safeguard myselfDr [redacted] has yet to acknowledge this service after multiple requests to confirm receipt.I too sincerely hope the FedEx delivery meets Dr [redacted] 's expectations next weekHad there been any more I could have done to prevent the initial delivery and second signatory errors, I most certainly would haveAt this point, I believe Paychex has satisfied Dr [redacted] 's concerns, and I will remain in contact with Dr [redacted] to be sure all issues are resolvedOf course, if you require additional information or have any questions, please feel free to contact me directly at ###-###-####, ext56600, or dm [redacted] @paychex.com.Sincerely,D.J M [redacted] Branch Manager

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 have drafted a letter, signed it and returned it to Mrs [redacted] on 11/10/I still did not receive the refundI just rd forwarded the email verifying I did this to [redacted] They were committed to have me sign a letter that stated I must keep using their services or be held liable for an IRS delayed processing time Regards, [redacted]

Paychex has received and reviewed your communication dated July 28, 2016 about the complaint from our client, [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. [redacted] filed a complaint disputing an audit balance due of $1,029.63 on its workers' compensation policy for the term of April 1, 2015, through April 1, 2016. Our client was enrolled in our Workers' Compensation Payment Service (WCPS), a budgeting tool to assist clients in managing premium payments with a goal of minimizing audit balances at the end of the policy term. We collect and remit premium payments on behalf of the client on a regular basis throughout the policy term. At the end of the policy term, the carrier completes an audit to determine if there’s additional debit or credit necessary on the account. The collections are based on a calculation that incorporates estimated annual wages, state surcharges/credits, and the correct classification of employees.After an audit at the end of the policy term, [redacted] , the insurance carrier, calculated a premium payment due of $1,029.63. When our client brought this situation to our attention, we reviewed the audit and found that [redacted] had not taken into account the anniversary rating date of [redacted] We requested a premium revision, and the amount due was changed to $86.63 for increased limits requested during the policy term. Since Paychex already collected the original audit balance of $1,029.63, we issued a net credit of $943.00 to [redacted] ***We want to express that, while we understand the frustration and miscommunication, we were not able to resolve the issue earlier due to the carrier’s time constraints. Below, please see the series of events and our actions dating before the complaint was filed:• May 24, 2016 – The client called us after receiving audit paperwork from the carrier. We advised that Paychex Insurance Agency (PIA) would not receive those documents from the carrier for approximately 45 days. At that point, we would complete the audit and send a Statement of Premium Collections detailing the collection to the client.• July 6, 2016 – The client called into our service center twice to question the audit balance. In both instances, we explained that our audit team would contact the carrier, [redacted] , for its audit notes, and the team could research the findings once it acquired that information.• July 11, 2016 - [redacted] provided the audit notes and findings to PIA.• July 11, 2016 - An audit specialist reviewed the findings and determined that [redacted] had not accounted for an anniversary rating date, causing an incorrect, higher rate to calculate the premium.• July 11, 2016 – An audit specialist reached out to [redacted] to revise the audit with the correct rates that accounted for the anniversary rating.• July 13, 2016 - PIA received the revised audit from [redacted] with a revised amount of $86.63 due. This balance accounted for increased limits requested during the policy term.• July 14, 2016 - The Audit Supervisor left a message with the client explaining the situation and confirming that the audit had been revised by the carrier. We entered a net credit of $943.00 into the client’s account.At this time, we feel the review of the audit and subsequent completed premium revision, along with the credit of $943.00, have resolved this issue. Additionally, we will issue a credit of $156.00 for last year’s WCPS fee to the client. We sincerely apologize for the delayed response and have established more consistent guidelines for communicating with clients as collections are requested.If you have any questions, please contact me at [redacted] or mps***@paychex.com. Sincerely, Mary S*** Manager, Property and Casualty Operations

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]

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 belowUntil I am contacted by their collections deptto take care of the payment plan I was offered, I will not acceptAs their part has not been completed Regards, [redacted]

Thank you for your inquiry about [redacted] , an employee of our former client [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. Mr. [redacted] contacted... Paychex to obtain copies of his 2016 Forms W-2 and check stubs. Mr. [redacted] stated in his complaint that Paychex would not give him the information. Paychex will not give any personal payroll or tax information to anyone other than an approved payroll contact on a client account. Mr. [redacted] was not an approved contact on the [redacted] account, and therefore, we could not speak to him about payroll matters or send him personal information belonging to any employee. We did advise Mr. [redacted] to contact the employer.After the conversation, Paychex did reach out to our former client and advised him of Mr. [redacted] ’s request. We also sent copies of the requested information to the approved client contact so that it would simplify the process when Mr. [redacted] contacted his employer. Paychex now considers this matter closed. Of course, if you require additional information or have questions, please contact me at 866-367-4517, ext. [redacted] . Sincerely, Kimberly [redacted] PHRS Client Services Supervisor

Thank you for your inquiry regarding [redacted] LLCPaychex 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] LLC stated there was a concern regarding an outstanding amount sent to collections after payments were made to Paychex in January [redacted] LLC received numerous threaten phone calls from a collection [redacted] and they did not understand why as they did not owe the amounts indicated [redacted] LLC also indicated that they keep receiving invoicesAfter initial resolution was sent, the collection [redacted] continued to call and the request payment arrangement was not set As of this date, I have spoken to [redacted] at [redacted] LLC and she has spoken to Brian [redacted] , an internal collections representative, to set the payment arrangement as requestedPayments will be made on the 27th of every month online for months in the amount of $The outside collection [redacted] has been notified to cease all calls to this company I believe the matter to be resolved to the client's satisfactionIf you have further questions, you can contact me at [redacted] Sincerely, Nacole H [redacted] Client Services Supervisor

Please review the attached documentKind regards, Mieux W [redacted] Paychex Client Relations/Client AdvocateDear ***:Thank you for your inquiry regarding our client [redacted] CorpPaychex takes complaints from our clients very seriously, and we appreciate the opportunity to help resolve any disputes that may occur.I've left several messages for [redacted] , the contact at [redacted] Corp who filed the complaint with your agencyUnfortunately, I have not received a response to any of my callsIn my research, I've found communication that [redacted] had with our recovery team regarding nonsufficient funds for its first payroll [redacted] Corp stated that the money was available in its bank account, but it was notWhen we requested a wire transfer, she said the money was put in the wrong bank account and it would be taken care of shortlyWhen we still did not receive a response, our recovery department tried to resolve the issue, but [redacted] informed us that its bank was closed, and a wire couldn't be processed right away.At that point, Ms [redacted] seemed frustrated and said she wanted to leave PaychexIn her complaint, she stated the timeline for our Flex Time product setup was never discussed, and she didn't realize it could take as long as eight weeksThe sales rep, Greg V [redacted] , worked with the Flex Time team to shorten the process to two weeks as the client had some contracts coming upWe communicated this to [redacted] , [redacted] 's CFORegarding the setup fees, those amounts were clearly listed on the proposal [redacted] is requesting a refund of the $setup fees, but I'm not sure why, and I'd like to discuss this with Ms [redacted] or someone else at the company to get more information.If you have questions, please feel free to contact me at ###-###-####, ext [redacted] , or [redacted] Sincerely, Mark W [redacted] Implementation Manager

Thank you for your inquiry regarding [redacted] LLDPaychex 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] LLC stated they were not made aware of all applicable charges they could incur when deciding to resume using our service againThus, they are disputing their recent charges in the amount of $and requesting those fees be forgivenThey are also seeking documentation listing out their pricing in its entirety [redacted] is also requesting confirmation that their taxes have been paid and allocated appropriately based on the information provided to Paychex and that the customer service they have received thus far be improved upon in order to receive more timely responses.As of this date, in a gesture of good faith, we have credited the charges in dispute which included our monthly inactively fee and year end processing fees totaling $We have also provided [redacted] LLC with an alternative pricing package so he can evaluate what fits best with his needsUltimately, Mr [redacted] decided to stay on the pricing package he is currently on.Mr [redacted] is also seeking guidance on some tax inquiries that were prior to coming to our service and/or are typically the responsibility of the business owner to determineHowever, given the circumstances Paychex will be providing him with limited guidance so he can at a minimum comply with the requests of the tax agenciesIn addition, we have addressed his overall service concerns and will be assigning the account to a new representative moving forward.I believe the matter to be resolved to the client's satisfactionIf you have further questions, you can contact me at ###-###-#### or by email at: [redacted] Sincerely,Valoree D [redacted] Zone Implementation Manager

Thank you for your inquiry regarding [redacted] Paychex takes complaints very seriously, and we appreciate the opportunity to assist in the resolution of any disputes that may occurMs [redacted] submitted a flexible spending account (FSA) claim to Paychex on March 11, 2015, for two copay amounts, each for $We reviewed the claim and due to an administrative oversight, we inadvertently placed the claim on hold on March 13, Ms [redacted] contacted Paychex regarding the status of her claim on March 17, At that time, we reviewed the claim, determined that her documentation was in fact acceptable, and notified Ms [redacted] that we had updated her claim to a pay statusOn March 18, 2015, we mailed a claim reimbursement check for $to Ms [redacted] 's address on fileIf you require additional information or have any questions regarding this complaint, or Paychex' resolution of this complaint, please feel free to contact me directly at ###-###-####.Sincerely, [redacted] Client and Product Support Manager

Thank you for your inquiry about [redacted] C [redacted] Paychex takes complaints from clients very seriously, and we appreciate the opportunity to assist in the resolution of any disputes that may occur.On May 19, 2017, we resubmitted the amended Form to the Internal Revenue Service (IRS) and provided our client with a copy of the UPS shipping label as confirmation on May 23, We will be reaching out to the IRS on the morning of Friday, May 26, 2017, to confirm receipt and continue to follow up at regular intervals until resolution is confirmed.As the client requested a refund of all service fees for its time with Paychex, we’re offering a refund of $that includes $for setup fees and $for year-end Form W-processing for We regret any inconvenience this may have caused.We will continue to monitor the situation and will consider it completed once the refund has been delivered and the IRS confirms resolution.If you have questions, please contact me at ###-###-####, ext [redacted] , or [redacted] Sincerely,Elizabeth S*Manager, Client Service

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Consumer called into the Revdex.com to advise the complaint has been resolvedThis was resolved after the complaint was filed