ComplaintsforOnPay

• Initial Complaint

  06/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In January, I got a notice from the **************** ESD that we were missing payroll tax payments, despite the fact that we are using OnPay as our payroll service. I contacted OnPay to ask for assistance. It has been 6 months, and I still haven't received a resolution, and the payments are not being made. The customer service agents available by phone have no authority to assist with problems, and apparently there is a 6+ month wait to speak to someone in the tax department. We are accruing late fees and interest on our missed payments because of their negligence.

  

  Business response

  06/06/2024

  Hi there,

  Thank you for reaching out to our team about this. We can confirm that since we connected, the full WA State ESD has been updated and the correct collection rate was updated in the system.

  Customer response

  06/08/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I would like the business to know that the delayed timeline to correct this issue was unacceptable and they should consider examining their practices. I have taken my business elsewhere because of the lack of response on this issue.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  06/12/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I received a notice for ******** unemployment insurance that wage detail for Q4, 2022 was never filed and they issued a $250 fine to me on 2/6/23. After reaching out to the state we realized that Onpay had never submitted this wage detail for nearly 2 years they were hired as our payroll service. When I contacted Onpay in February they opened a ticket regarding this issue and it is still open today. I was informed by ** that the next violation will double as long as wage detail is delinquent. I've contacted Onpay several times since and they continue to tell me it is a high priority and will be resolved as soon as possible. I have switched payroll services and continue to pay for their service that I'm not using until this issue is resolved.

  

  Business response

  06/06/2024

  Hi there,

  Thanks for reaching out, and were glad we were able to connect with you directly to investigate and resolve this. Our team has verified and confirmed the accurate filing of all wage details for each quarter in question. The confirmations have been forwarded to the client for their records and are up to date. If you're still experiencing issues, please don't hesitate to reach out to our customer support team.

• Initial Complaint

  04/03/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  March 24, 2023, my payroll direct deposit associated with onpays HR platform was stolen. Onpay admitted they had an unsecure network. Perpetrators hacked into onpays website and changed my bank account information (routing and account numbers). I received no notification from onpay of these changes, and my paycheck funds were wired to a fraudulent account.Onpay will not investigate anything. Reports have been filed with federal agencies.

  

  Business response

  06/06/2024

  Hi there,

  Thank you for contacting us about this experience and we are glad we were able to investigate this. We take security very seriously and have extensive measures in place to keep our clients protected. It is equally important that our clients stay vigilant online and take precautions to protect their personal and confidential information, including login credentials. We have investigated this reported session thoroughly and can confirm that our website was never compromised in any way. Our team has communicated with you directly regarding how the account was likely compromised.

  Below are recommendations from our security team on to protect yourself from phishing schemes:

  Regularly reset your passwords
  Set up MFA via an authenticator for your account
  Bookmark frequently used URLs
  Before inputting any login information, double-check the URL
  
  We have more extensive resources and advice for keeping your information safe online here: ************************************************************************;

  Customer response

  06/06/2024

   
  Complaint: 19890010
  
  I am rejecting this response because:

  Onsite Has done nothing to eliminate the fake phishing websites that are associated with them.  These sites are set up to deceive employees and employers to steal paychecks, and continue to operate with no deterrent.  Unless On-site makes an attempt to deter this criminal activity will continue  

  
  Sincerely,
  
  *****************

  

  Business response

  06/07/2024

  Hi there,

  We understand your concerns regarding phishing websites and the challenges they present and we agree that it can be frustrating when it seems like not enough is being done to address these issues. However, it's important to recognize that dealing with phishing sites is complex and we have protocols in place to combat these threats. It is also important to remain vigilant online and take steps to safeguard personal and confidential information.  Unfortunately, the rise of external phishing sites is a challenge that is not unique, and most organizations have to combat it today. We take these bad actors very seriously and do everything in our power to report and eradicate these sites in partnership with the relevant search providers. What is directly in our control is our own software and service, which has always remained secure.

• Initial Complaint

  03/06/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In May 2022, Onpay confirmed they'd filed our *** 941X forms. Each and every time we've tried to check on them, we've been told they were filed and we needed to wait. Today, we called to check again and were told they never filed them. Further, only 3 of the 4 quarters of 2021 can be filed per some rule of the *** Grants, which was never brought to our attention. And, they sent us confirmations and copies of 4 quarters 941X, so something isn't right.No one returns emails that we sent showing the confirmations we were sent. No one takes us off hold long enough to explain why/how they've kept us waiting for more than 10 months even to file. I believe we are owed a professional explanation from someone past their frontline employees and a complete and total refund for the quarters in question.

  

  Business response

  03/07/2023

  A senior member of our team worked with the client to hear her concerns and came to a resolution.  We verified the *** process in on track and they should receive the credit for the appropriate quarters.  We will continue to work with the client on this issue until completion.  Thank you.

• Initial Complaint

  01/05/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  OnPay was supposed to pay unemployment taxes on my behalf, but they didn't make the payment. Now, the missed payment has been incurring fees and interest for months because I called and they said they'd pay it, but they never did. I have been trying to resolve this for a year now, they just keep saying their "investigation" takes 6-8 weeks, but it has been over a year! They didn't fulfill their duties or their word. Now, they won't even respond to my correspondence. Not professional!

  

  Business response

  01/07/2023

  We spoke to the client and received the needed account access.  Once provided, we cleared out any issues and the client said they were satisfied.  Thank you.  

  Customer response

  01/12/2023

   OnPay reached out to me and said that they accepted responsibility and they would be paying the past due taxes on my account but that they had to send out a check since that is what was required by the agency.  They have told me that they were going to pay it before though, and they did not.  So, if possible, I would like to keep the complaint open until the payment is processed.  Can we follow up next week?

   

   

   

   

  ***********************

• Initial Complaint

  12/16/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We received a notice from the *** that 2 of our June ******* Withholding deposits were submitted late. The notice, dated December 5th, indicated we owed substantial penalties due to the late deposits submitted by OnPay. I immediately contacted OnPay on December 6th and forwarded the penalty notice. I explained we needed resolution quickly since the penalty was due on December 26th. OnPay does not allow you to speak to their "tax" department and I was told they would contact me regarding the notice. I've since called twice more and the Company fails to contact us back or resolve the problem. We have received absolutely no communication from OnPay and the refuse to provide a number of any supervisor or any individual who can help to resolve this. The "customer service" agent simply states they will "escalate" the issue and someone will contact us. However no one will return a call or email. OnPay has failed to deposit our withholdings on time and now we will be required to pay a penalty due to their negligence.

  

  Business response

  12/19/2022

  Thank you for informing us about the issue.  The client has been contacted and spoke directly to a senior member of our response team.  They are working with the client to verify the information/tax filings and will resolve any issue.  Thank you.  

• Initial Complaint

  07/05/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  There have been numerous issues with this payroll company since we signed up for their services last year.- Filings to the state were never submitted! I had to invest a lot of time to get OnPay to admit they had not filed a withholding return for the state of ******* - Possible Miscalculation of ******* Healthcare Contribution, but no way for me to confirm this. I have requested documentation numerous times (both before and after thousands of dollars were withdrawn from our account) and not received them - Impossible customer service - **************** does not have access to tax filings. HCC worksheet has been requested over and over again and I am still waiting to see it - Reports do not load, or become available for download - Lots of bugginess when looking at reports and details for employees I really have no evidence that OnPay isn't just a big ole scam and am leaving this review in hopes that I can get some access to direct communication with a manager or someone on the tax side of things. I have been told a manager would follow up with me repeatedly, and yet, I have never heard from anyone. I am no longer recommending OnPay to my clients and am going to try and convince the two who are using OnPay to switch to Gusto. I would like payroll processing fees to be refunded until the services are working as advertised.

  

  Business response

  07/07/2022

  Thanks for letting us know of the issue.  We regret that our messages over the last few months were missed and are glad that we are now in contact and were able to help resolve the issue.  Please do not hesitate to reach out with any further questions or concerns. Thank you.  

• Initial Complaint

  04/08/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  OnPay failed to pay state payroll taxes. The state identified tax due through a reconciliation audit. After contacting OnPay and following up several times over a period of weeks, they could only offer that the operations team was reviewing the issue. Support request ******.

  

  Business response

  04/20/2022

  Hello,

  The issue mentioned above resulted from state tax liabilities in Q1 2019 and Q2 2019.  This was before the client moved their service to OnPay.  We have made all payments on time and in the correct amount.  A member of our client success team will contact you this week to provide any help we can.  We appreciate your business.  

  -The OnPay Team

• Initial Complaint

  04/05/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Our payroll service provider, OnPay, withholds state unemployment taxes on employee checks on our behalf, and files them with the state of ******** each quarter. OnPay failed to pay our taxes to the state for Q4 of 2021 and we sustained not only a late payment penalty fee but we were nearly sent to Collections by the state because OnPay further failed the pay the taxes even after being contacted by me multiple times prior to March 31, 2022, which was the deadline for the taxes being paid before being sent to Collections. ***************** ended up having to pay the taxes out of pocket to avoid further penalty. I contacted OnPay multiple times via their online chat, phone and email, without any resolution. We would like OnPay to pay the penalty fee we sustained due to their negligence and also refund us the taxes they withheld from employee checks that we ended up paying ourselves.Additionally, they have not yet filed our Q1 2022 wages to the state, which were due March 31, 2022. We trusted OnPay to take care of these things for us when we signed up with them. They were doing well for a while but over the past 6 months or so, customer service has dropped significantly and they have been slow to respond or non-responsive at all to legitimate concerns with how they handle important issues like tax filings. Thank you for any help the BBB can provide. We do not know where else to turn to get resolution.April

  

  Business response

  04/20/2022

  Hello,

  OnPay did make the Q42021 payment on time and in the correct amount and it was rejected due to an error made by the state tax agency.  The Q12022 filing and payment has been/will be made correctly as well.  A member of our client success team will reach out over the next few days to rectify the situation.  As always, we appreciate your business and will be in touch.

  -The OnPay Team

  Customer response

  04/28/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. The refund has been deposited into our bank account. I am still waiting for a response from OnPay regarding our 1st Quarter 2022 unemployment taxes, which are due in 2 days and have not been paid yet, but that will be a separate matter.
  
  Sincerely,
  
  *******************************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩