SurePayroll, Inc.

your poorly trained underwriters attempted to lump this into a previous account of a dissolvedcorporation.4.) While your staff asked for incorrect *** docs that they do not issue annually, you never requested necessarydocuments required to set up a new payroll account for a new companyI was never asked forstate tax id, state unemployment insurance id and other necessary information for a completelynew account and completely new business entityPlus, other info required by law to correctly open a payroll account for a new business.5.) I find is disturbing that when I call your company to resolve this, nobody in underwriting or a competentsupervisor who may be familiar with Payroll legalities and compliance is available, but rather hide behind thescenesI only have people like *** *** *** who have no knowledge of payroll and businesslegalities with regards to setting up a payroll for a new businessJust reading something off a screen (which is not correct) for this specific situation (completely new business set-up).6.) Rather it seems it was too difficult to hear my requests by phone when I expressed what I needed to do norread in writing that this is for a completely new businessOne customer service rep, *** *** I talked by phone seemed like ahigh school girl who's mind was on her boyfriend and textingI had to repeat elementary level info3-times at each step and the person didn't have any clueSame with my emails to *** ***She was unable to forward me to the underwriting department or anyone who understood basicconcepts of setting up a payroll account for a new company.7.) What SurePayroll did was keep the old state tax and state unemployment insurance ids and accounts (notrequest the new state tax ids and state unemployment tax ids),change out the federal tax id in the payroll account and change the name of the business in the account.I'm glad I cancelled your services when I didThe path you were on in your underwriting process ould have created a huge mess, much bigger that this currentbig gap in competency and service you demonstrated requesting erroneous docsIn fact, had I continued and kept listening the wrong way you kepttelling me go with this set up, you would have used a slew of different tax id number, state tax id and state unemployement accounts/numbers fordifferent businesses in order to process a payroll.I find disturbing despite all that you fraudulently attempted to charge my account for services and products youare not renderingSomeone due to the fact I previously used your services for a different business, you think you canjust ping my account for fees each month then refuse to provide the service or allow me to speak to anyone therewho is competent to resolve a simple underwriting issue.For this reason, I'm not at all satisfied with SurePayroll's response and do not accept.Please make sure everything is closed and you do not take anymore funds from my bank account.Sincerely,*** ***

We have submitted a refund of $The client should receive it on 10/3/2016. We apologize for any inconvenienceThank you

Initial Business Response /* (1000, 5, 2015/08/10) */
We have worked with *** on each of the issues in her desired resolution, including providing a full refund
We believe that should resolve the case and we appreciate her patience as we went through the process
Initial Consumer
Rebuttal /* (3000, 7, 2015/08/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The PR service has removed the taxes from our account and they say they have deposited the taxes with the City of PhiladelphiaHowever, the problem is not resolved until the PR service files a corrected reconciliation and the City of Philadelphia reviews the reconciliationThe City will then address the timeliness of depositsThe City of Philadelphia cannot act solely upon tax depositsIt needs the reconciliationOnce the City has what they require they will very likely assess late penalties and interest chargesAny penalties and interest must be paid the PR Service
After a conversation with *** on Aug I forwarded him additional wage and tax information to help complete the reconciliationI emailed *** on August but have had no response
It is important for this matter to be resolved as soon as possibleWe are General Contractors and must obtain permits from the City of Philadelphia for projectsThe City policy is to withhold permits if all taxes are not up to date
I will not consider this resolved until the corrected reconciliation has been filed; the City has responded; and all penalties and interest have been paid
Thank you for your attention to this matter
Final Business Response /* (4000, 9, 2015/08/21) */
The returns have been completed and filed as of 8/17/
We thank *** for her patience

Initial Business Response /* (1000, 5, 2015/05/18) */
The client contacted us on 1/5/2015 advising that she received notice that ** state withholdings report for QX XXXX was not filed. It seems we received the notice around 1/7/2015 or 1/8/2015. Once received we sent a confirmation email advising...

receipt of the tax notice via email. In the email we advised that there would be a 30-45 day turnaround time for us to research and resolve.
On 2/24/2015, we reached out to the client via email explaining that she would need to register us as the Professional Tax Preparer with [redacted] We included instructions how to have us added. With no response we sent a follow up email on 2/26/2015. She responded to the 2/26/2015 email, stating that she would be hiring another company.
In the complaint she is looking for refund of $699.75 which includes $500.00 for hiring an accountant and $199.75 for services not used from 1/1/2015 to present.

We have issued a refund for $39.95 to be credited to her account on 5/14/2015.
However, we are not able to issue a refund for the remaining $159.80. We are also unable to issue a refund for $500.00. She was sent an email advising the time frame that the case would be corrected which was 30-45 days. We contacted her within that time frame and sent her an email advising what she needs to do for us to research the tax notice with the state, however that was not completed.
Initial Consumer Rebuttal /* (3000, 7, 2015/05/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I contacted Sure Payroll on multiple occasions to resolve the misfilings. I received letters from the IRS for the tax periods of June 30, 2014, September 20, 2014, and December 31, 2014 for misfiling. I received a letter August 5, 2014 from the [redacted] of [redacted] stating I had an overdue balance (Sure Payroll case number XXXXXXX). I received a failure to file letter from the [redacted] of [redacted] on January 2, 2015 (from the September quarter). In this event, I was given until Feb 1, 2015 to file from the state of [redacted] or penalties would accrue. When I contacted Sure Payroll, I was told my case would be put in line and handled when they got to it, it was not of importance because I had not received notification that my assets were going to be seized. This case was not even opened with Sure Payroll until well after Feb 1, 2015, forcing me to pay someone else to handle this.
Sure Payroll did not abide by the contract, and did not properly follow through with the tasks I had paid them to do.
Sure Payroll illegally withdrew money out of my bank account, after I was assured on multiple occasions it would not be.
Hiring this company for payroll services turned into more of a hassle and headache than necessary and feel that since they did not properly perform their job, and stole money from my bank account, I should not have to pay for their services.
Final Business Response /* (4000, 9, 2015/05/27) */
On 1/5/2015 the customer contacted us and advised that she received a tax notice from MA for a failure to file. On 2/24/2015 our tax department reached out to the customer and informed her that in order for us to research the matter we would need to be made the company's Professional Tax Preparer (PTP) per ** guidelines.
We did not receive a response so we a sent another follow up email requesting to be made "PTP" on 2/26/2015. She then responded that same day advising that she has hired another company to have the notice corrected, though we had sent her an email on 1/8/2015 informing her that it would take 30-45 days to fully resolve the notice. During that time frame we tried to get the matter resolved but needed further assistance from the customer.
The customer is requesting that she be reimbursed $199.75 for monthly fees and $500.00 since she had to hire an accountant.
Since we were working on the case and she did not contact us until 4/9/2015 to terminate the account we will not be able to refund the fees. It does seem that we did refund the customer $39.95 on 5/14/2015 for a month that she was told that she would not be charged. At no time did the customer indicate she wanted a refund of $199.75 until she filed the complaint. We will also not be able to refund her the $500.00 for the accountant.

Initial Business Response /* (1000, 5, 2015/04/02) */
We are happy to refund the $39.95. [redacted] should receive it in 2-3 business days.
We are sorry for any trouble this has caused.

We are working on a resolution with this client. We have reached out to the client via email and will try to make sure this is resolved to his satisfaction.  Thank you for your patience. We will continue to follow up on this matter.

Complaint: [redacted]
I am rejecting this response because: it only says they are looking into the problem but no answers yet. 
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/04/16) */
The customer has agreed to a 6-month refund in the amount of $260. The refund will be sent to her account on 4/17/2015.
Thank you.

The account has been closed and there will be no future billing. Thank you.

We are working with Ms [redacted] to correct 2016 W2s for [redacted]  Housing Allowance was not setup during the [redacted] initial account setup. At no charge, amendments and W2s are being prepared and will be available and filed soon.  We regret the setup error and not returning...

her calls promptly.  SurePayroll is an online payroll provider, with a call center where all reps are qualified to answer client questions.  We apologize for inconvenience and are working with Ms [redacted] to correct the situation.

They have not explained why previous errors were made on tax filings and have not compensated me for the difference between the new service and old service.
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because I emailed Ms Holly [redacted] asking for the amount of the last payment that was made, and havent heard back from her.
Sincerely,
Johnny [redacted]

We did file q1/2016 for the client and we made the payments for NY in the amounts of $1.00 for the NY surcharge and $53.81 for the unemployment. We did not file q1/2015 as they were not on our services at that time.  As far as the W-2 and W-3, we are in the process of correcting these and sending them back to the SSA. We will be mail off a packet tomorrow and I will ensure this client will be in the mailing. We have to correct boxes 2-6 as the employee did not meet the threshold ($1,900.00) for federal taxes. The W-2s were filed, however they were rejected due to the error. Once we mail these off it should satisfy the notice the SSA sent to the customer. We will also reach out to the customer and explain the situation.

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. The rep who called from SurePayroll was very helpful and resolved the problem. His help was appreciated.
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/05/04) */
We are still gathering information on this matter, and will follow up tomorrow.
Thank you for your patience.
Final Business Response /* (1000, 7, 2015/05/05) */
The customer has been in contact with our office since filing the Revdex.com...

complaint and he has resolved the issue.
The amendment case was closed.
Thank you.

Revdex.com:Thank you very much for your help. The funds were reimbursed and I am happy with the resolution. I was ready to give up since sure payroll were either saying they will refund but never doing so, or claiming there was no debt (depending on the customer service representative I happened to talk to). Thankfully you somehow managed to get through to them and get me out of this terribly frustrating situation.
Sincerely,
[redacted]

We are happy to review the information and discuss the specifics of what we provided if Mr. [redacted] reaches out to us. We feel we have made a good faith effort to fulfill his request. Thank you.

Unfortunately, the employer did not provide us with the necessary ID numbers to avoid tax notices for late payment or failure to file. We have informed the client of this. We've carefully reviewed the client's account and informed him that we cannot provide any form of compensation. We've explained to the client that we could have pursued outstanding balances from him and have waived any monthly fees that he owed. This is the best we're able to do in this case.

We have provided the client quarterly reports that he can give to his current provider - [redacted] (formerly [redacted]Payroll) - to produce 2015 W-2s.  Unfortunately, because he joined a new payroll company for the 4th quarter of 2015, it is that company that needs to prepare his W-2. If both...

payroll companies were to file W-2s it would create a tax notice.  We've attempted to reach the client by phone multiple times, however the contact numbers he's given no longer seem to work. We thank the client for his understanding and wish him the best with his new service.

Unfortunately, setting up the new account requires going through a full "entity change" to correct the FEIN. This will take a few weeks. To make up for this inconvenience, we are happy to offer a three month credit when the new account is ready. In the meantime, the client will need...

to pay their nanny outside of the system. We can add those wages to the new account when it is ready.Our apologies for this delay.