SurePayroll, Inc.

We regret Mr. S[redacted]'s continued frustration and value his time. Ms. Michele C[redacted] confirmed she and Mr. S[redacted] had a lengthy phone conversation on February 6, 2018. They went over Oregon filings and W2s. I understand all questions and issues were addressed and resolved on 2/06. Another SurePayroll representative is reaching out to Mr. S[redacted] to confirm all issues have been resolved. Again, we regret the frustration and value Mr. S[redacted] as a client.Sincerely,Patti W[redacted] Tell us why here...

Thank you for giving us an opportunity to respond.  We apologize to Mr. [redacted] for his inconvenience and continued billing after his cancellation request was received. For background, Custom Storage Solutions ran their last payroll in February 2017 and contacted SurePayroll in March 2017 to...

close the account.  SurePayroll collects fees one month in arrears, meaning February activity was billed in March and the April fee was for March support (while the account was still open and available).  Therefore, both March and April fees are valid and correct.    The signed termination form (specifying tax filing requirements) was received on March 28th and normally SurePayroll processes a cancellation request within 30 days.  SurePayroll is refunding the May $49.99 charge to the account on file by May 30th. Once Mr [redacted] provides documentation for May overdraft, this fee will be refunded too.  (Please contact Customer Service at [redacted] with May overdraft backup and reference case [redacted].)  We regret any inconvenience and wish Mr [redacted] success in the future.  Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/04/03) */
If there are any late fees or penalties involved, the client would need to send us the IRS documentation showing what is owed and we will be happy to take care of those.
We are also happy to refund the $319.92 in monthly fees.
That is...

the extent of refunds we are able to issue. We certainly apologize for any confusion or trouble this case has caused. We hope the stated refunds are able to bring resolution to the case.

We have responded in detail to 8 specific questions from Brandon and are working with him to achieve an acceptable solution. He is currently reviewing our feedback.

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

We are working with the client on a resolution. However, we still need to gather more information to close out this case.  We will follow up shortly with a final resolution. Thank you.

We have sent the client the corrected W-2s, as well as the requested letter (via email), explaining the situation.  We apologize for the inconvenience and thank the client for their patience and understanding.

Initial Business Response /* (1000, 5, 2015/05/08) */
As of 4/30/2015, our tax department corrected Q3 2013, Q4 2013 and Q4 2014 and filed with the state of California. We have also confirmed the information was accepted and corrected.
We apologize for the time this has taken and are happy...

to refund three months of the customer's monthly fees of $35.00, which comes to a total refund amount of $105.00.
Thank you.
Initial Consumer Rebuttal /* (3000, 9, 2015/05/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
A single refund of $35 was received on 5/12. Requesting the remainder of $105 promised.
Final Business Response /* (4000, 11, 2015/05/18) */
The remainder of the refund has been submitted and will appear in the customer's account on 5/19/2015.
Final Consumer Response /* (2000, 13, 2015/05/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Thank you for giving us an opportunity to respond.  SurePayroll files and pays taxes according to each state’s guidelines.  On April 14th, Mr. [redacted] forwarded a letter from the State of Maryland along with a copy of $139.14 returned check issued on March 15, 2017 for [redacted] MD SIT...

payment.  The MD tax payment was issued in a timely manner, referencing [redacted] number.  A SurePayroll analyst talked to [redacted] office, who stated [redacted] received their MD SIT number after March 15, 2017.  Because the MD SIT number had not yet been issued, SurePayoll sent the 3/15/2017 check referencing [redacted] number.  Unfortunately, the check was returned to Mr [redacted] and not applied to his account.  Since then, [redacted] provide their MD SIT number and all subsequent payments have been paid electronically.  Please note, SurePayroll has not received any late payment notices, but believes payment for the returned check is still due.  We cannot confirm all Maryland information because the state requires a signed Power of Attorney, which is not on file.  SurePayroll will reach out to Mr [redacted] to obtain MD POA and obtain tax payment transcripts to resolve remaining questions.  We regret the frustration Mr [redacted] has experienced and look forward to continuing as [redacted] payroll provider. Sincerely,[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is accurate.  I don't want to close this ticket until I have all documentation sorted out with the [redacted] and SurePayroll has completed all the paperwork and the issues are completely resolved.
Sincerely,
Steven S[redacted]

Thank you for giving us an opportunity to respond.  In the past week the SurePayroll team has reached out to Ms. [redacted] and resolved the underlying issue causing the GA DOR tax notices.  SurePayroll regrets any inconvenience and looks forward to continuing as your payroll provider. ...

Sincerely, [redacted]

We are working with the customer towards a resolution and working with the necessary agencies. We have explained that this may take some time, but will have the issue resolved as soon as possible. We will keep the customer up to date on our progress. We thank her for her patience.

Unfortunately, we had multiple issues with the client having insufficient funds, which made it impossible to file returns. Regretfully, we had to remove the client from our service due to the repeated insufficient funds cases (10 in 2015).  What we can do is assist the client by...

providing reports, so that him or his [redacted] can file the annual returns and [redacted] Thank you.

SurePayroll appreciates the opportunity to respond to this complaint.   We apologize to Mr. S[redacted] for his inconvenience and frustration.  As stated, Mr. S[redacted] had one account with us that was closed in 2015 and new account opened in 2017.  A new account was necessary...

in 2017 due to the length of time between closing one and open the second.  Unfortunately, a system issue cause [redacted] ID reporting problems.  At this time, SurePayroll has filed amendments with the [redacted] and on February 3, 2018 emailed Mr. S[redacted] his employees W2s.  Again, SurePayroll appreciates and values the business relationship and apologizes for his inconvenience. Sincerely,Patti W[redacted]Assistant ControllerSurePayroll, Inc.

Complaint: [redacted]
I am rejecting this response because: Both myself and bank representatives from [redacted] faxed in the forms requested. They drafted their fees from the account. I would be more than happy to provide the bank statements showing them drafting from the [redacted] account.  Provide me a fax number and I'll send them in right away.
Sincerely,
[redacted]

We’ve worked with Mr [redacted] via email.  [redacted] [redacted] 2016 W2s are available online and year end payroll tax reports have been filed.  SurePayroll issued the 2016 FUTA payment.  However, as communicated in our 1/13/2017 email, Mr. [redacted] is responsible for making the 2016...

Quarter 4 FIT payment of $399.17. We regret the misunderstanding and appreciate our long term business relationship.

SurePayroll’s team has worked with Mr. [redacted] to clarify Maryland reporting requirements, verify payments were made in a timely manner and reissue the one returned MD tax payment.  At this time, issues are resolved and a refund has been issued to Mr. [redacted]   SurePayroll looks forward to continuing as [redacted] payroll provider. Sincerely, [redacted]

We apologize for the delay in closing this out. At this time, all unnecessary charges have been refunded and the account is closed.  We thank the client for their patience and understanding.

Thank you for the opportunity to respond.  As stated, Mr [redacted] prepaid his year end and W2 fees when closing his payroll account.  In December $44.25 was charged in error and is being refunded to the account on file by 3/2/2017.  We sincerely apologize for the inconvenience and...

frustration.

We have worked with the client to file the necessary returns in Philadelphia. We have emailed her copies of the returns. We would also like to extend a 3-month refund to the client.