ComplaintsforOnPay

• Initial Complaint

  10/03/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Onpay will not pay the state and city taxes for Q2. They have already taken the funds but will not pay them. I have called and emailed support. I have been told that their team will respond. It has been 3 months now and I still have no response. This is not the first time this has happened. They did not pay in Q4 of 23 and did not pay Q1 of 24. I had to raise the issue each time. This time I getting fines and fees as well as threats from the state or seizing property. I can only assume that Onpay is in financial trouble or incompetent. I need a solution and they will not provide one.

  

  Business response

  10/07/2024

  Hello,
  
  Thank you for reaching out to OnPay!
  
  The client’s account number has been successfully updated in OnPay, and all payments have been resolved.

  Thanks

  OnPay

  Customer response

  10/07/2024

   
  Complaint: 22375177
  
  I am rejecting this response because:
  The Denver tax is not complete, but the SUI for Colorado is still showing unpaid in the system
  Sincerely,
  
  Chris Peterson

  

  Business response

  10/15/2024

  Hello,
  
  Thank you for reaching out to OnPay!
  
  The Denver return has been filed to settle the remaining balance. The submission and payment have been processed online, confirmation # 1-344-997-632, and all quarterly reports for the client's Colorado account will be submitted.
  
  Thanks
  
  OnPay

  Customer response

  10/15/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22375177, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Chris Peterson

• Initial Complaint

  08/06/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I hired onpay for payroll services and throughout the nearly 3 years I had them, they made multiple mistakes which cost me time and money. They filed reports incorrectly to the *** twice now, and when I was sent a letter from the *** with a deadline to respond, they missed the deadline. They are so slow to respond that I had to call in and demand that they send me paperwork so that I could send it in myself which cost me time, and money. When I asked for an account credit, they denied me every time, all while they raised my prices. They tried to assign a new worker to our account with the *** without our knowledge or approval, which triggered the *** to decline and send us a letter stating what happened. We didn't know who had done it at first and thought someone was fraudulently trying to take our company info, all this because they never bothered to tell us about it, even after they were told no by the ***. So that's 3 letters I have had to deal with from the *** due to their negligence. They also failed to submit our money to the State tax department at one point which lead to us being fined, and it took over 6 months for them to take care of that issue, and only then because I kept on them. Now, when we finally had enough and switched companies, they failed to play more than $1500 of our unemployment taxes, and got us fined with interest because of their failure. They deducted our money from payroll, kept it, and didn't remit it to the unemployment department. If you're thinking of using them, RUN the other way.

  

  Business response

  08/13/2024

  Hello,
  
  Thank you for reaching out to us about your IRS inquiry.
  
  OnPay has contacted the agency, updated your account status, and resolved all billing fees.

  Thanks

  OnPay

  Customer response

  08/13/2024

  They said they've resolved the *** issue. The **** issue has not been resolved yet, but they are working on it. I would like to keep this open until that issue is resolved.  Onpay stated that **** returned their payment, but they never notified us if that *** we have now been charged interest due to the non payment.  They have also not refunded us the money they deducted, nor sent it to **** at this time.

• Initial Complaint

  07/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  OnPay was supposed to pay unemployment taxes on my behalf, but they didn't make any of my payments. Now, the missed payments have been incurring fees and interest for years, because I called and they said they'd pay it, but they never did. I have been trying to resolve this for over a year now, they just keep saying a tax person has not been assigned, 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. Due to their negligence, I now have a tax lien, growing interest and penalties, and cannot renew my business license which has expired!!! I cannot legally do business anymore because of them! The money was collected and it seems they stole it and now the government is after me.

  

  Business response

  07/25/2024

  Hi there,

  The outstanding balance is due to a rate discrepancy, which resulted in underpayment. OnPay processes payments based on the rates entered by the client in the OnPay account. However, the correct percentage rates were not entered into the OnPay platform. The rates have now been updated, and the payments have been rectified.

  Thank you,

  OnPay Team

• Initial Complaint

  07/06/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The company i work for uses Onpay to handle their payroll, we were supposed to receive our paychecks yesterday (07/05/2024) from our employer, dispersed by Onpay. Our employer had payroll into Onpay on the correct turnaround date according to Onpay's own information, yet we never received our checks, and Onpay doesn't even seem to care. I don't think i need to explain what a hassle it can cause when you don't receive you're check on time, i had multiple bills that needed to be paid, some set up for auto-pay that when they tried to take their payments caused NFS fees, as well as late fees. Needless to say i no longer trust Onpay to ensure that I am paid on time.

  

  Business response

  07/08/2024

  Hi there,
  
  Thank you for getting in touch about concerns related to your paycheck. OnPay aligns with your employer's payroll processing and deposit schedule. For accurate information regarding the specific dates when your paycheck will be deposited, please confirm these details with your employer. This will ensure you have the most current and accurate information regarding your payroll deposits.

  Thank you,

  OnPay Management

  
  

• Initial Complaint

  06/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My employer recently switched to onpay. Since signing on to onpay, I have been paid up to four days later than the date on my paycheck and paystub. Onpay claims that the paydate is the deposit date, but this is untrue. They hold on to the money for up to an extra 72 hours. I have direct deposit from my employer and should not be experiencing payment delays. I am considering leaving my position based on the decrease in reliable payment.

  

  Business response

  06/14/2024

  Hi there,
  
  Thank you for contacting us about your concerns regarding your direct deposit. We truly understand the importance of this issue. At OnPay, we handle direct deposit processing with the utmost care, following the specific instructions provided by the employer. We recommend that you contact your employer directly to obtain detailed information.

• Initial Complaint

  05/21/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  OnPay is my payroll provider for the last few years. However, I have received notification from the *** that OnPay has failed to file forms 941 for 1st and 3rd quarter 2023 and 1st and 2nd quarter 2024. OnPay has been unresponsive despite being contacted 4/25/24. I have requested OnPay to rectify any failure to file and to provide me with copies of proof of filing for the 941's in question.

  

  Business response

  05/23/2024

  Hello,
  
  The client has been provided copies of the 941s filed on time to the **** Additionally, certified mail copies of the returns have been sent to the *** as per their request. This information has also been communicated to the client.
  

  Thanks

  OnPay

• Initial Complaint

  04/10/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  The company appears to make considerable part of their profits by selling employee PII data to advertisers and promoters. Given that this company handles payroll and SSN and other most sensitive PII data of employees they must immediately stop selling this data and secure their practices.

  

  Business response

  06/06/2024

  Hi there,

  Thank you for reaching out regarding data and privacy concerns. Our Privacy Policy describes our policies on data collection and tracking. ********** personally identifiable information responsibly and managing it in accordance with privacy laws and regulations is certainly important. We ensure that we collect only the information necessary for our purposes, protect it with strong security measures, and respect user preferences and rights regarding their data.

• Initial Complaint

  04/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I contacted OnPay about POSSIBLE services with them online. I received phone messages and emails from two people, ***** and ********, after my single inquiry. I has never agreed to services, never completed the process for setting anything up, and the last message I received from ******** stated she needed me to call her from my registered phone to set up an account. I never did, in fact I informed her that HR Block agreed to do the service instead and I would not need to sign up with OnPay. She indicated she would 'cancel' my account, and account I had never started! Then I receive a message from OnPay Help saying they would cancel my 'free trial'. I had no account set up so there could be no free trial. Today there is a $40.00 charge from OnPay on my checking account 2270. They have fraudulently charged my bank account. I want the unauthorized $40 charge returned and for them to never access my account again. I have already notified the bank of this activity.

  

  Business response

  04/03/2024

  Hello,
  
  Your OnPay subscription is canceled, and the initial payment will be refunded and reflected in your account in 2 - 3 business days.
  
  Thanks 
  
  OnPay

  Customer response

  04/04/2024

   
  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.
  
  ************************************************

• Initial Complaint

  09/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This is a payroll company that issues payroll and W-2 for employers. I worked for my company in 2021, went on maternity leave and collected *** paid family leave. Received my W-2 and filed my 2021 taxes. In Jan of 2023 I received letter from *** that I under paid taxes. When looking into this, OnPay reported my Paid leave incorrectly, it was reported 2x I submitted ticket to OnPay 1/10/23 to report error on my W-2 where my *** paid family leave was reported wrong on my W-2. I received the updated W-2 on my account on 1/24/23. As of 4/11/23 the *** had still not received the updated W-2, on 4/13/23 OnPay responded that it had not been sent but it was going to be expedited. As of 5/15/23 it was still not submitted. OnPay's response said that it could take 6-8 weeks to process. 8 weeks would have been in MARCH!!! On 5/23/23 OnPay said they were escalating it and it would be completed soon. THE *** STILL HAS NOT RECEIVED THE UPDATED W-2. They are charging me interest on money owed to them becuase of the payroll company's mess up and because they have not sent in my correct W-2, the *** will not accept the corrected W-2 from me, it needs to come from the payroll company and they are failing to send it in. There is no reason this shouldn't have been done yet.

  Customer response

  09/15/2023

  This is the address and phone number of the business 

  

  Business response

  09/22/2023

  All tax filings are complete and the necessary forms have been submitted. The client's account is current.  Thank you.  

  Customer response

  09/22/2023

   
  Complaint: 20502269
  
  I am rejecting this response because: I will see if the *** actually receives what should have been submitted to them months ago. I also would like reimbursement for the months of interest I have been charged because OnPay failed to do their job months ago and submit the require tax fillings to the *** when they said they were going to.
  
  Sincerely,
  
  ***********************************

  

  Business response

  09/24/2023

  All tax filings are complete, and the necessary forms have been submitted. The client's account is current, and OnPay will work with the appropriate agencies if any additional information is requested.
  
  Thank you.  

• Initial Complaint

  07/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  OnPay was notified in Q1 2023 of a W-2 error in need of correction. Since then, all they will say is that they are "working on it." But, the original 6-8 week window has more than doubled with no resolution. It's unacceptable. If a company is going to take responsibility for compliance, they MUST be able to comply with tax authorities in a timely manner. This is case #******.

  

  Business response

  08/03/2023

  The taxes in questions are not related to payroll tax filings or any payroll underpayment.  This is an assessment made by the state/local agencies directly to the client. As they are not payroll tax filings, these are not taxes collected or paid by OnPay. The client has been notified.  Thank you.  

  Customer response

  08/03/2023

  Hello,

  The ** notice is absolutely a tax underpayment and OnPay's responsibility. Please see attached.

  Noted about the ** assessment charge.

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

  

  Business response

  08/11/2023

  Hello,
  
  OnPay updated the ********** tax filing to include all payments. The client's account is now current.
  
  OnPay

  Customer response

  08/14/2023

   
  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.
  
  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. ↩