ComplaintsforPaylocity Corporation

• Initial Complaint

  10/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Paylocity handling of denied *** claims. When a claim is denied, access to funds (my money that I pay in) is suspended until repayment is made. There is no period of time given to make the re-payment before suspension, and Paylocity claims that it then takes multiple days for payments to process and the card to clear which leads to inability to access care in that time. A period of time for repayment should be given if a claim is denied. Paylocity claims that "it's the bank" for the period of payment processing, but it states directly on the repayment form that it wont be processed until a stated future date decided by Paylocity, not the bank.

  

  Business response

  10/02/2024

  Hello *******, 
  
  Thank you for informing us of your concern. We have reached out to our Spending account leadership and will have the reach out to you about your concerns with *** claim. One of our Spending account members will reach out to address this concern. 
  
  Regards

• Initial Complaint

  08/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Failure to pay taxes to government entities. Money was debited, but for two months taxes have gone unpaid, including quarterly filings. Was told to give 10 business days which I have and despite multiple emails and inquiries, still unpaid. It has been two months total.

  

  Business response

  08/30/2024

  Hello and afternoon *****, 
  Sorry to hear the delay that you are experiencing with the situation you have emailed.  I have reached out and shared this information with the service leadership contacts that are assigned to the account; *****.  Unfortunately, I do not see your name on the list of approved contacts, so the leadership contacts will be reaching out and working with the approved contacts on the account.

  Please reach out to the company's company admin team with any additional questions you may have or to receive updates.

  Thank you,
  
  *************************
  EOS ************************************* Support

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

   

• Initial Complaint

  08/08/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Our complaint involves a $1,535.57 payroll processing error that we made and accept full responsibility where our funds were sent by Paylocity to a non-existent bank account with *********** on June 14, 2024. Our complaint is that *********** returned the funds to Paylocity on or shortly after June 25, but ultimately Paylocity has failed to return the funds to us. (Paylocity initially credited our bank account in June 21, but then took the funds back on June 26 via an unauthorized debit to our bank account, amounting to fraud.) The trace number provided by *********** for this June 25 transaction is ***************, which returned $1,535.57 from *********** to Paylocity. *********** returned the funds to Paylocity because the destination for the June 14 transaction was an invalid (non-existent) account. Because the account number was non-existent and invalid, *********** was free to discuss the account with us without jeopardizing privacy or security. Paylocity stated via a 5:32 AM email on June 25 that the funds were not returned by *********** due to insufficient funds. At the time the email was sent, it was true that *********** had not yet returned the funds, since the Paylocity email was sent prior to banking hours on June 25, and *********** states the funds were returned [during banking hours] on June 25. (Our experience is that transactions may take up to several days to post to a bank account, so ********************** may not have actually received the funds until up to several days later.)On multiple occasions we reached out to Paylocity representatives to have our $1,535.57 returned to us, without success. On July 31, ********************* of Paylocity offered to credit half of the missing funds back to us, but *********** returned the entire $1,535.57 to Paylocity and we are seeking a full return of our money.

  

  Business response

  08/09/2024

  Hello *****, 

  Based on our review of this issue We do see the offer that was made by our service team to provide half of the funds back to you, But based on the ongoing communication for this concern that we see with our Service Team for this issue. We have requested that Service Leader reach out about this concern with you and discuss the ongoing complaint to have this resolved for you. 

  Regards, 

  Customer response

  08/16/2024

   
  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 so long as Paylocity follows through on their promise.
  We filed a complaint with the Better Business Bureau because,after more than a month, we were unable to come to resolution with Paylocitys Service Team and we felt like we were not being heard. We explicitly asked about a transaction on or shortly after June 25 where *********** returned the $1,535.57 to Paylocity. We explicitly asked, Did Paylocity receive the $1,535.57 from *********** on or shortly after June 25?Yes, or no?
  

  In response, Paylocitys representative ***************************** sent a screenshot of a June 21 transaction, which occurred at least four days earlier, where Paylocity was unable to pull money from an invalid, non-existent bank account. Of course no one can pull funds from a non-existent account! Furthermore,*********** stated the funds were not returned to Paylocity until June 25, four days later, so the June 21 transaction is irrelevant.
  

  On Friday, August 9, Paylocitys representative ***************************** stated, [W]e confirmed the bank did return the original funds to Paylocity. If the original funds of $1,535.57 were returned to Paylocity, why did Paylocity offer to only return HALF of the funds to us? These are our funds,and we want the full amount returned.
  

  On Monday, August 12, Paylocity agreed to return the full $1,535.57 to us as a credit on their billing within the next month or two (not as a return of money). We are fine with that resolution.  
  

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

• Initial Complaint

  07/25/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I am quite disappointed with Paylocity.I Was really shockedto learn that you made a huge error by setting up my company as a NY-basedcompany when we are an NJ-based company.I submitted all the paperwork to you on time, and during the onboarding process, I confirmed with you guys several times to make sure you have everything you need to set up my company correctly.After all that, you still set up my company Incorrectly as a NY-based company and paid taxes, deducting $ from my account to pay NY state.Then, on April 29, you confirmed that you corrected this on YOUR end, and we should be good.NO ONE EXPLAINED TO ME WHAT YOU GUYS FIXED!You didn'tfix anything; you just notifiedNY state tax that there was an amendment, and that'sit.On July 16, you deducted another $173.68 and $220.77 from my account to pay NJ taxes because of your lack of diligence.I paid two state taxesNY ( when I should never have paid them anything in the first place ) and NJ.Today, I learned that I need to follow up with NY to see if I can get a refund.So, PAYLOCITY DOES NOT TAKE ANY ACCOUNTABILITY FOR THE ***** YOU MADE.I am a small business, and what you have done to me is unprofessional and unethical.Not taking responsibilityfor your error and walking out of it like it's NOT your problem shows you don'tcare about small business.If you didn'tcare, then why would you take my account in the first place?Now, I have to deal with NY state to get my refund, and I don't even know if I will get any refund.Shame on Paylocity for not taking accountability and taking advantage of a small business owner. You guys hurt a small business owner like me by making me pay taxes twice to two different states because you made an error. What is worse is that you guys are walking away from a problem that you caused.How is this okay? How is this fair?

  

  Business response

  07/26/2024

  Hello and afternoon ******, 

  I am sorry to hear the frustration that you and your team have experienced with the set up of your company.  I wanted to reach out and introduce myself and the role that I have to assist.  I am on a team that assists the escalations that reach the higher tier of leadership by bringing in the necessary leadership team members with the goal to get everything resolved.  I will continue to monitor the situation to make sure the needed communication takes place and also, provide additional follow-*** and updates I receive them.

  Regarding this situation, I have already reached out to your assigned service leadership contacts and ask they reach out to you to discuss the set up as soon as possible.  Once they've had a chance to review the information, they will reach out to you to discuss.  I will also be sure to follow up with them for an update.

  Again, apologize for the inconvenience this has been.

   

  Thank you,
  
  *************************
  EOS **************************** Services Support
  ************************************
  ************
  
  

• Initial Complaint

  07/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a Paylocity medical fsa benefit card through Cranston Machinery , it has over $1000 of my money left on it but will not work, after hours on hold I was told Paylocity sent me an email back in may saying it was suspended, the lady I talked to was rude, would not tell me why it was suspended, would not give me her name, , would not let me talk to a supervisor, and hung up on me,

  

  Business response

  07/16/2024

  Hello *****, 

   

  We have escalated this concern with our Spending account team and we will have a expert with this service reach out to you to address this concern with your FSA account. 

   

  Regards, 

• Initial Complaint

  04/16/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  This payroll company thru my employer St ***** took out my State taxes in ** not VA that I live in and on all my paperwork submitted to their online only system. As well as my drivers license info submitted to them is VA. So when filing my taxes I am begin charged ****** which includes a Penalty/interest on wrong state taxes begin taken out. I paid in ****** to WV per my I. Correct W2. I need this information corrected by the payroll company immediately and my money sent to correct state I do live in. As well as going forward my state taxes paid to VA not Wv.

  

  Business response

  04/16/2024

  Hello *****, 

  I am sorry to hear this situation that you are experiencing.  Unfortunately, there are a couple things that I wanted to share with you regarding this situation and getting resolved.

  The first thing I wanted to let you know that unfortunately, due to security protocols, we do not work directly with the employees; only approved contacts that are set up on the client's account.

  The next thing I wanted to share is that this is something that would need to be corrected by a member of your company's payroll team.  If they need additional assistance, then they should reach out to their service account manager at the ********************************** email.

  Please keep in mind, if someone from the client's approved contact list emails or calls in for additional assistance; they will need to be able to provide their company ID so your information can be pulled up and researched.

   

  Thank you in-advance.

   

• Initial Complaint

  04/12/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have submitted daycare claims the same way for the last 4 years. I was denied several times one final claim from 2023, saying my receipts were not good enough (however I have submitted these SAME style of receipt with the same information all the way through 2023). Now I cannot get the final bit of money that WE have contributed to our own account. There was no relaying of information for this new style of claim that they now want on our receipts so I cannot get that style of a receipt from 2023, only with what I have right now.They have STOLEN money from us that they will not give back.

  

  Business response

  04/12/2024

  Hello, can you please provide the name of the company that you work for?

   

  Thanks,

  Paylocity

• Initial Complaint

  03/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Very rude team based out of **********. They need to rehire their channel managers from **********

  

  Business response

  03/19/2024

  Hello and morning sir, 

  I am sorry to hear the experience that you have had with the the ********** team members?  I wanted to ask if you had any names and/or specific examples of what happened so I can share with the assigned leadership.  

  If this was an experience that took place as a client; can you please provide your company name and I will be sure to reach out to the assigned team and leadership as well.

  Look forward to hearing back soon.

   

  Thank you.

   

   

• Initial Complaint

  02/27/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On There websites, states that an employee can edit and update their profile information. However, when I login, there is no access point to do that. When I called, they didn't have support for the employee section or any helpful information to help the employee. Everything is client-based. The website is displaying fraudulent information and no support for the employee section.

  

  Business response

  02/29/2024

  Hello and morning *****, 

  Sorry to hear about the frustration you are experiencing and wanted to mention a couple of things.

  1 - Unfortunately, when you called in; the account managers are instructed to only with approved contacts set up by the client for security reasons.  It's not that the Account managers don't want to help, it's that they can't due to company policy and client agreement.

  2 - If you want to send in the company name information that you work for, I can pass it over to the client's assigned service team.  They will then reach out to an approved contact on the account and work with them regarding the information.  Again, any troubleshooting or additional assistance would need to come from an approved contact on the client's account.

  Please send in the necessary information and we would be happy to help; look forward to hearing back soon.

   

• Initial Complaint

  02/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I'm experiencing ongoing issues with Paylocity concerning my HSA account. After losing my card, I contacted them to issue a replacement. Despite closing the old card and promising a new one, it's been three weeks without resolution. Despite multiple calls (six times), they've been unable to process a new card, citing unidentified problems. This situation is urgent as I need access to my funds for medical appointments. I'm at a loss on how to proceed without my card and require immediate assistance.

  

  Business response

  02/26/2024

  Hello, I will have my manager ensure this card has been processed and sent out right away. Thank you.

  Customer response

  03/03/2024

   
  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 received  my card today.
  
  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. ↩