This is LeeAnn McGhee from More Than Words and Germantown, TN account number CLIENT...

GetHuman3132649's customer service issue with Paychex from June 2019

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The issue in GetHuman3132649's own words
This is LeeAnn McGhee from More Than Words and Germantown, TN account number CLIENT * ********** I have sent two emails to our sales rep and he has not responded. Please give me Michelle Powers email address or the person that I need to contact to stop these problems. They are urgent and time sensitive***Brian, **Hey there, it’s Lee Ann from More Than Words. We met that day in midtown at Young’s Deli. *I’m not sure if you’re aware of our current situation. Troy Black is no longer at More Than Words, as of March **. **Without going into too much detail, I would like you to know the serious nature of the situation so that you will heed my concerns. *I was locked out of all my business accounts because all passwords were changed without my knowledge. I was in the hospital and “out of commission” for * months with a serious bone marrow disease, osteomyelitis. I trusted that the business was being run above board. Since Mr. Black’s departure, it has practically been a full-time job having to prove my ownership of the business that I founded ** years ago just to get everything back in my name and straightened out so that I have Administrative authority again with our bank, Suntrust, all company credit cards, with you, Paychex, extending to Vend, our new point of sale system, Shopify, our website and the myriad of other business accounts. I had been given “limited rights” on most everything! I literally could not get into any accounts.**You can understand my grave concern. Paychex was first on my list to contact in order to remove Troy Black from the payroll. I reached out repeatedly (with urgency) to our specialist, Melanie Klein, by phone and email etc. I later found out she was out of the office for *-* days. I tried to get in touch with Nicole Bowers, Melanie’s boss, and Shelby also to no avail. **Upon repeatedly calling everyone I knew to call and speaking to Paychex Customer Service, who in turn gave me all of the contact names, phone numbers and emails. Finally, I insisted to speak immediately with someone who could help me. They transferred me to Operations. I spoke with Paula Hersh ext ******* who was very attentive and helpful. After enlightening Paula on the precarious situation, she assured me that Troy Black was removed. She added me, Lee Ann McGhee, back as the owner of More Than Words, inc, giving payroll Admin authorization to myself and Jill Westbrook, my new store manager. I was informed that Troy Black had logged onto Paychex & “paid himself” even after his last day. Paula also inquired if I knew that we were set up on two different pay plans. She explained to me that Troy had set More Than Words up on Biweekly (** payrolls a year) for all employees as well as myself, the owner, while setting he and Shonna Willis, his girlfriend, up to be paid “every other week” which Paula informed me cost us more because we were paying for two separate payrolls each pay period. There was absolutely no reason for Mr Black to request two separate payroll options. I asked Paula Hersh to remove the “every other week” option. I was assured that More Than Words was strictly on BiWeekly and that Mr. Troy Black was permanently removed. Paula forwarded all info to Melanie. **That being said, after hours on the phone seeing to it personally that Troy Black was removed from the payroll, first with Paula, then with Melanie, Mr Black’s name appeared again on payroll. I emailed all the details to our specialist, Melanie Klein, and spoke with her at length asking her to ensure me that Troy Black was definitely removed and that we were on the bi weekly option only. Believe it or not, Troy Black has appeared yet again on the payroll to be paid since then. Usually Jill Westbrook, my new store manager, calls and reports payroll to Melanie via phone. Melanie requested that Jill go online and do payroll for the first payroll period in May Online. If Jill had not gone directly onto the site we would not have known that Troy Black was appearing YET AGAIN to be paid. Jill literally spent the entire day dealing with the payroll situation, making sure that Troy was removed once and for all. She could not get our present employees’ payroll hours entered because Paychex was working on the back end correcting the Troy Black situation for the *rd time. *To be totally honest, Melanie was not helpful and didn’t even apologize for this repeated mishap. Initially I asked Melanie, end of March, first of April, to send me Troy and Shonna’s payroll records from the beginning (Sept ****) so I could double check for accuracy, which she never did send. She told me I could get on the site and look it up myself. There were times I was questioning if our former manager still had access to Paychex. How could he keep reappearing on payroll when Paychex had confirmed otherwise? You can imagine the horror I felt. I also asked Melanie for a screenshot of the day Troy accessed Paychex after his last day for legal purposes. She gave me some kind of explanation that did not make sense and was the opposite of what Paula Hersh in Operations had observed and told me.**Brain, I want you to know that I am not the type of person that complains, rarely ever. But I have been extremely dissatisfied with Paychex and am considering going back to Suntrust or with a different payroll company. I am not pleased with Paychex nor Melanie’s performance, as she had not consistently returned emails or phone calls when I had every reason to be concerned, especially in light of the entirety of the situation. Melanie obviously did not follow through on getting Troy Black removed from payroll after I promptly reported his termination the first go around, nor the *nd occurrence when Jill discovered he was still showing up to be paid. Now, we’re finding out that the “*nd option pay period” (that we’ve cancelled twice) is still appearing on our account and holding up our payroll from going through? The Paychex representative advised Jill when she called today that the system was automatically “holding” our payroll because this phantom “*nd pay period” had not been reported. Jill Is going to have to go in early tomorrow and spend yet more time on payroll due to the fault of Paychex. **Is this not our Specialist’s responsibility to permanently remove an employee from payroll after they are no longer with the company (having been immediately informed?) Note that Mr Black has appeared * times on payroll after we called to have him permanently removed. Today, our employees were calling Mgr Jill Westbrook’s cell phone to report they had not received their direct deposits. Jill and I were meeting at my home for an all day planning session. I noticed on my cell that I had received a voicemail from Melanie Klein, which is odd, informing me that there was a hold on our payroll because “not all of our payroll periods had been reported.” First of all, Melanie knows that Jill Westbrook does all of our payroll reporting. I have never been involved in the payroll except for to call and permanently remove Troy Black from payroll and to request Troy’s payroll records. (First in speaking with Paula Hersh in Operations on March **, **** because I could not get in contact with Melanie Klein, Michelle Bowers or Shelby. ) Secondly, when Melanie returned to work, I rehashed the whole situation with her. FACTS- *) I requested that Melanie email me confirmation that Troy Black was permanently removed from payroll. *) I requested confirmation that the *nd pay period option was removed *) I requested a screen shot of Troy Black’s last activity in Paychex. I was duly concerned because as far as I knew he still had access as Payroll Admin. **I’m not sure why Melanie called my cell phone today. She did not leave a voice message for Jill, who always handles payroll nor did she send an email to either of us. Jill had reported all payroll. When Jill called into Paychex today from my home to see what the problem was, it was explained to her, that we were set up on TWO payroll options, and one of the “optionpay periods,” had not been reported. As I said, Brain, I personally requested that the “every other week” “option* pay period” be REMOVED on March **th, the **th being Troy’s last “official” day. I certainly was not going to continue paying for an additional pay period that I never authorized in the first place. To be clear, since March **th, Troy Black’s last day, Troy has reappeared in Paychex More Than Words’ Payroll two times. Perhaps I am being too hasty putting the responsibility on Melanie. Is there a glitch in the system? I’m confident that you can understand why we are extremely frustrated. *This has interrupted our flow of business, our employees getting paid on time and hindered our financial situation. **I had been meaning to contact you for quite some time with my ongoing concerns, but I have been working night and day to protect my business from Fraudulent activity. I have been astounded that Troy Black has repeatedly appeared on the payroll after I have been personally insured by our Paychex specialist that he has been removed. Can you enlighten me on the probability of this happening three times now? It appears as if Melanie is not doing her job or that there is a serious glitch in the system. Brian, I am appealing to you, as the salesman that sold us this system, that More Than Words be monetarily reimbursed for ALL payroll fees that we have incurred since March **, ****. With all of the time that Jill Westbrook and I have spent doing what Melanie should’ve already done we may have well been doing our own payroll in-house. *As the owner I have been dealing with the fallout from Troy’s actions during our second busiest time of the year. And Jill, who needed to be managing the store and selling on the floor was busy taking an entire day to remedy this Paychex situation for the second time. And now, again today we were dealing with another Paychex problem. Tell me why More Than Words should dare to consider continuing with Paychex at this juncture. **Please respond to me at your earliest convenience and let me know your thoughts on the situation. I can honestly tell you that nothing like this has ever occurred with any of my other Payroll companies. ***Thank you, **Lee Ann***Lee Ann McGhee ****Founder*Owner* Buyer****MORE THAN WORDS INC ***** West St Germantown, Tn ******Store ***.***.**** *Fax ***.***.*****Toll Free ***.***.*****Cell ***.***.****

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Customer service issue
Reported by GetHuman3132649
Jun 23rd, 2019 - 2 years ago
Not resolved
Seen by 30 customers so far
Similar issue to 153 others
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GetHuman3132649 started working on this issue
Jun 23rd, 2019 3:49am

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