ComplaintsforADP, Inc.

• Initial Complaint

  10/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  ADP will not listen to me when I tell them that the Local Tax ID # for a given local is the **** number and that the ADP system will not allow it to be entered. After contacting the agency and getting written proof from them that it is the **** #, I presented the info to ADP and they still will not fix the backend to allow the **** #. This is causing my company to be charged a $165 City Applied for Fee monthly. I have spent so many hours trying to fix this issue with ADP. I have several companies with ADP payroll and this happens to us several times per year in every company. This is costing me time and money. I have reached out to several employees at ADP and none of them have fixed this yet even though they act like will. It's been months with no resolution and lots of money in fees.

  

  Business response

  11/07/2024

  ADP prides itself on its customer ********************** and strives to provide its clients with exceptional service at every opportunity. We are very disappointed to hear that ********* Giorgios experience was less than stellar as we value our clients and try to work with them in good faith to provide the best possible resolution of any issues.
  
  In response to Complaint ID #********, the following actions were taken towards resolution: 1) A call was placed by our Relationship Specialist directly to ********* ******* on 10/31/2023 and his concerns regarding charges for a missing jurisdiction ID were discussed in detail. 2) The client has provided us with background on the jurisdictional charges in question and ADP has offered to partner with them to have the jurisdiction ID updated. ********************** has engaged its service team to assist ********************* with updating its missing jurisdictional ID at this time.  3) Credit has been granted by ADP for the missing jurisdiction ID charge. Additionally, the client has been provided with the contact information of the relationship specialist who is managing the resolution should they need any further assistance during the resolution of these items.
  
  Thank you for providing ADP with this feedback and for the opportunity to address this matter on behalf of our client.

  Customer response

  11/07/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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 temporarily. I will continue to work with ADP to resolve the issues and if it is not resolved will open another complaint. 

  Thanks

  
  Regards,
  
  ********* *******

• Initial Complaint

  10/20/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  ADP offered an upgrade to our current payroll package in Oct 2023. I have emails from our account manger's offering months 4-6 would be free if we tried the new package which costs more, along with waiving any setup fees. Since we agreed, we were charge a setup fee, along with receiving no discounts on for the free months. Upon bringing this to the attention of our rep, we were told everything elf be corrected back, and we would also receive all fees paid on the trial package as a reversal. Nothing of the kind has happened still and our account managed in non-responsive, and so is the company now. I have emailed, sent in proof of documents and now am getting ignored by the company. ADP owes approximately $3000 in reversal fees to our account at this point.

  

  Business response

  10/29/2024

  Thank you for allowing ADP Canada the opportunity to work with ***** ******** surrounding this concern.  We have been in contact with ***** and have worked to ensure matters have been resolved to his satisfaction.

  Customer response

  11/03/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  
  After speaking to Michelle P**, I was told that we would be refunded an amount to compensate for any extra fees incurred for the trial run of the HR pro account. This was already agreed upon months ago from the sales rep from ADP, along with the compensation off of 3 months free on the downgrade back to our original account. Michelle informed me that this was something the sales rep had "no authority" to offer to me, but she would seek approval from the executive team for the amount of $162 to cover the base fee of the payroll package. I told Michelle that the $162 is significantly lower than the offered 3 months free which would be in the amount of $597.55, and I would not be satisfied with this result. The amount for 3 months free which was already offered in the amount of $597.55. This number is the first 6 payroll runs once being back on our original package. I have tried to follow up twice now with Michelle as to the executive teams decision on the refund for the 3 months free which was offered, and now I am getting absolutely no response from her, just like our sale rep. This is appalling considering we have been a decades long customer of ADP. We were never refunded back the amount for the 3 months free, which was offered 6 months ago. I have multiple emails and call recordings of this offer, and this should be taken care of since it was already promised.
  
  Regards,
  
  ***** ********

  

  Business response

  11/13/2024

  This is in response to the complaint filed by ***** ******** from ***** ****** an ADP client.   Once received, Michelle, our service team leader reached back out to ***** to provided added details regarding his concerns.  Using the email on file, Michelle provided this information directly to our client.  Should our client have any additional concerns he can feel free to reach out directly to Michelle who provided her direct contact information should it be needed.  ADP now considers this matter resolved.

• Initial Complaint

  10/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ADP- Wisely has stolen my money and would not let me make withdrawls. Navy federal reported I cant use checks for wisely bank as it is not a good check. Wisely reports no issues. Looked into the company and apparently this is not a good company.

  

  Business response

  10/21/2024

  Thank you for raising your concerns. Our records indicate that your employer enrolled you for a Wisely account on September 25, 2024, and a load by your employer posted to your account that same day. On September *******, you accepted the terms and conditions of the Cardholder Agreement, and that same day, records show you contacted customer ********************** to authorize a Wisely check for the full balance on your account. A review of the check authorization process confirms that the agent input incorrect information into the system.
  We did not hear back from you until October 15, 2024, when you indicated that the Wisely check was not accepted by your bank, and the agent advised that the Wisely check was showing as valid on our end. The agent offered to place a stop payment to request the funds be returned to your account, and you were provided the timeframe of 3-5 business days, and you agreed to the process; however, please be advised, the correct timeframe is 1-2 business days. You followed up with customer ********************** this same day, stating that your online account showed no record of the stop payment request. The agent assured you that the stop payment was in progress, and you were provided the correct timeframe of 1-2 business days for the funds to be returned to your Wisely account, level setting the expected completion due October 17, 2024. You indicated that you were dissatisfied with not having visibility into the process and the call ended.
  
  Upon receiving your complaint on October 16, 2024, the stop payment request was escalated for same day review, and the funds were successfully posted. Records confirm you initiated an ACH transfer to an external account ending in 6680, exhausting your account balance and considering the matter resolved. As mentioned in your Cardholder Agreement,please allow 1-2 business days for funds delivery. Thank you for allowing us the opportunity to clarify this matter. 

• Initial Complaint

  10/14/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I used to use ADP for payroll services for my company "****** ********* DO PA". I told them on 9/27/24 that I was ending my company's business with them. However, on Mon 9/30/24, ADP mistakingly withdrew $11,041.60 from my business account via an ACH debit transaction. I called ADP (on 9/30/24) to inform them of their mistake, and I was told that the money would be returned to my account by Wed of that week (10/2/24), and "at the latest by Friday" (10/4/24). I called again on both Wed and Fri, and was told the check would now be sent by the following Monday (10/7/24), via overnight mail. When the check was not received on 10/7/24, I called again and was told that it was sent via *** mail, but ADP didn't have a tracking number. I called again on 10/9/24, and was now told that it was being sent by regular mail, this time to my ***'s office instead of the home address that I verified with ADP numerous times over the 4-5 hours of time spent on the phone with ADP prior to this call. I was also now told that it was being sent by regular mail (instead of ***), and again, no tracking number was known by ADP. Today is Mon 10/14/24 - I still have not received my check for $11,041.60 that ADP debited from my account. A "supervisor" that I spoke with on 10/11/24 and again today via email (name:******* ***, email is ******************************************** today informed me that the "tax department at ADP" told him that if they "void the initial check that we issued and give (you) a new one, it will still be sent out within 7-10 business days though". At that rate, the earliest that I would receive the check would be Mon 10/28/24, 2 days shy of 1 MONTH since ADP incorrectly took the money from me in the first place. My business Acct has been in Overdraft (negative) since 9/27/24 and numerous fees and penalties have been assessed. Also, ADP continues to debit funds from me via ***, despite me no longer having an open acct with them, and them being unable to send my $ to me via ACH

  

  Business response

  10/23/2024

  ADP prides itself on its customer ********************** and strives to provide our clients with exceptional service at every opportunity. We were sorry to hear that ****** Spinowitzs experience was less than stellar as we value our clients and try to work with them in good faith to provide the best possible resolution of any issues.
  
  Upon receipt of Complaint ID ******** on October 18th, 2024, *******, an ADP Client Retention Specialist was assigned to the case for ****** Spinowitzs account to provide a resolution. While researching the account to gather a better understanding of what transpired, ******* was able to connect with ****** on October 18th and went over his research and identified the cause of the issue. ******* was able to provide clarification to the status of pending items on the account.   
  
  At this time, ******* has worked with ****** towards an amicable resolution.
  
  
  We thank the Better Business Bureau for the opportunity to follow up with the client on this matter.

• Initial Complaint

  10/13/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Worked for people ready for a small period of time, people ready uses wisely which is through adp. Ive had 90$ in my account that I cannot transfer or access. I was sent a new card from ****** so I tried to activate this card to hopefully get my funds (since I am one person and have one name and one social) you would think it would just sync my cards. Now Ive been waiting 3 months because wisely needed multiple documents to confirm my identity to give me the information for my account. I did all these steps they requested for months to go by no update, I call today and theyre saying I need to be sent A NEW CARD AND WAIT 7-10 BUSINESS DAYS when I was already given a card that they are now also saying needs to be replaced SO WHEN WILL A CARD COME IN THAT I WILL ACTUALLY BE ABLE TO USE CONSIDERING I HAVE A PHYSICAL CARD AND THEY ARE STILL WITHHOLDING MY FUNDS. Speak to a supervisor to be hung up on numerous times more than once. At this point my money has been taken by a wisely employee and theyre just ignoring the issue.

  

  Business response

  10/22/2024

  Thank you for raising your concerns. Our records indicate that your employer enrolled you for a Wisely account on May 4, 2015, requiring input of your personal information into our system and your employer posted an initial payroll load to the account that same day, and your last payroll load on October 2, 2020. Also on May 4, 2015, you began utilizing the account and successfully transacted with your card through October 7, 2020, when you stopped all transactional activity on the account. After no activity and a $0.00 balance, on September 13, 2023, our system moved your card status to expired.
  
  We did not hear from you until August 29, 2024, when you contacted customer ********************** to request a replacement card for the account,advising that you had recently returned to work for the employer. Due to your advisement that the address on file was outdated, a replacement card was unable to be processed. You also advised Customer ********************** that you had successfully completed the self-enrollment process with the employer, but you had not yet received your replacement card. The agent confirmed that the account had received a payroll load on August 28, 2024, advising you of the documentation needed from you for review  to update the address on file, and the steps to submit the information including sending you a SMS link. You followed up with customer ********************** several times, and there was also an attempt to assist you with setting up a virtual card. This same day,
  we received your document submission, but it was considered incomplete since the requested documentation was not included. You were also informed of this during one of the follow up calls this same day.
  
  We heard back from you again on September 6, 2024, and agents advised you of the documents still needed from you; however, no further documents were received. We did not hear from you until October 13, 2024, when you called customer ********************** requesting to transfer your funds to a different account under a different employer, but customer ********************** informed you that was not possible and your concerns were escalated that same day.
  
  Upon receiving your complaint on October 14, 2024, a business decision was made to update your address to the one listed on your complaint. On October 15, 2024, we issued an expedited card at no cost and attempted to reach you to provide you the tracking information, but we were only able to leave a voicemail. As per the ***** tracking information ************, the replacement card was successfully delivered on October *******, however, it has not yet been activated. You are encouraged to activate your card to gain access to your funds. Should you require any further assistance, please reach customer *************************/7 at ************. Thank you for allowing us to provide clarity on the matter.
  

• Initial Complaint

  10/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On September 13 at 7:33 am I went to ************** in ******* la I used the *** machine to collect 500 of my wisely card it took the card and never gave my money out I had to wait until 9am for the bank to open I went in talk to the *** Teller she told me to call my card holder because the machine didn't have money inside and they money will have to be sent back to the card holder I tried for weeks to get my money my light and water was pass do my water got turned off I still haven't received my $500 from the bank are my wisely they keep saying it takes ******************************************************************************************************** answers about the credit are anything am behind on my bill

  

  Business response

  10/18/2024

  Thank you for raising your concerns. We apologize for any inconvenience you may have experienced and appreciate the opportunity to address your concerns. Per our conversation on October 16, 2024, our records indicate you called on September 13, 2024, to initiate a non-fraud dispute claim for one transaction totaling $500.00. To assist us in resolving your claim, at the time of claim initiation, we requested a signed Statement of Dispute form from you, which was sent to your address on file. However, as of the date of this response, we have not received the form back. Our investigation began immediately after the transaction was reported. 
  
  
  Upon receipt of this complaint, your account was provisionally credited for $500.00 on October 11, 2024, while we continue to work closely with the merchant to reach a resolution. You have full use of the temporary funds during our investigation. If our research concludes,determining that no error occurred, the provisional credit will be reversed,and you will be notified of the credit reversal. Communication to notify you of this was mailed to your address on file. In terms of the concerns in your complaint regarding the dispute process, you are encouraged to review your Cardholder Agreement under the Right to Dispute Errors section. Should you have any further questions, please feel free to call our dispute department call center 24/7 at ************. We thank you for allowing us the opportunity to resolve this matter for you.
  

  Customer response

  10/24/2024

  
  Complaint: 22398954
  
  I am rejecting this response because:
  
  
  
  Regards,
  
  ******* *****

• Initial Complaint

  10/09/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I contacted them about a unauthorized charge on my checking account for $8.17 made by *******I was informed by Wisely agents that it could take up to 90 days for a resolution,I told them ****** can have that $8 I'm not waiting 90 days for this,which Amazon refunded my money after I spoke to them about the charge, wisely agents said to me that "I won't file the complaint then" and I hung up the phone,yet wisely agents did file it without my consent or authorization and since then my card has been frozen and was told they are issuing me a new card and there's nothing they can do.I have auto pay bills coming out today and now I have an account that's worthless and I'm going to receive *** charges for bills not being paid.They submitted a claim on my behalf without my consent or authorization.This has to be illegal,I want them burned to the ground.

  

  Business response

  10/18/2024

  Thank you for raising your concerns. Unfortunately, we were unable to speak to you directly by phone or leave a voice message regarding the details of your complaint. Our records indicate you called on October 8, 2024,to initiate a dispute claim for one transaction totaling $8.17 with the merchant Amazon Prime. Due to the reported unauthorized charge made to your account, the card was locked to prevent any further unauthorized activity from posting and a replacement card was processed. Records show the card was received and activated on October 15, 2024. To assist us in resolving your claim, at the time of claim initiation, we requested a signed Statement of Fraud form from you, which was sent to your address on file.
  
  A review of the dispute initiation interaction confirms that you advised the agent that you had messaged the merchant and been informed that you would only be refunded for half the transaction amount, advising the agent that you did not authorize the transaction. Therefore, the agent proceeded with and confirmed the dispute claim opening with you. When the agent began to detail the dispute process, records show you did not agree with the timeline and requested to cancel your claim, so the agent escalated your claim withdrawal request for further processing this same day. A review of this interaction found that the agent handled the call appropriately. On October ******, we sent communication to the address on file advising of the merchant credit totaling $8.17 that posted to the account on October 8, 2024, thereby making you whole. In terms of the concerns in your complaint regarding auto-bill payments setup to be paid via your Wisely account, records confirm there were no transaction declines between October 8, 2024, and October *******, the date you activated your new card. Regarding the dispute process, you are encouraged to review your Cardholder Agreement under the Right to Dispute Errors section. We thank you for allowing us the opportunity to resolve this matter for you. 

• Initial Complaint

  10/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Heres a formal template for your BBB complaint against ADP, Inc. regarding Wisely Pay services:---Complaint Against ADP, Inc. (Wisely Pay Services)Company Name: ADP, Inc.Service in Question: Wisely Pay Debit Card Services Complaint Date: [Insert Date]Customer Name: [Your Full Name]Desired Resolution: Investigation, apology, and action against rude employee Description of the Issue:ADP, Inc. provides the Wisely Pay debit card service, which I use to manage funds. On [insert date], I attempted to transfer funds from my newly created Venmo account to my Wisely debit card to cover gas expenses for an emergency call. After adding my Wisely card to my Venmo account, the transfer failed multiple times.After contacting Venmo support, I was informed that the issue was not on their end, but that Wisely had declined the transaction. I immediately reached out to Wisely customer ********************** and was informed that I needed to upgrade my Wisely card in order to process the transfer.However, the option to upgrade disappeared from both the Wisely app and website, and an agent had to provide me with a URL to upload sensitive personal information, including my Social Security card and state-issued ID. After submitting the requested documents, I waited a full day to receive an email stating that I had been cleared to make the transfer. Once the upgrade was successful, I attempted the transfer again, but the same error occurred.Later that day, at approximately 5:05 PM CST, I received a call from a New Jersey number, **************, claiming to be from ADP Wisely's corporate office. I explained the issue to the agent, but she recapped the situation without understanding critical details. As I began to clarify, she rudely interrupted, spoke over me, and then threatened to disconnect the call if I didnt speak in a tone she approved of. Her attitude was highly unprofessional, disrespectful, and rude. Ultimately, she hung up on me without resolving anything.

  

  Business response

  10/18/2024

  Thank you for raising your concerns. Unfortunately, we were unable to speak with you directly regarding the details of your complaint. On October 7, 2024, you contacted customer ********************** regarding a transaction decline with the merchant Venmo. You were informed that your account needed to be upgraded to be eligible for this feature, and the agent advised you of the self-service options available from your online account to perform the upgrade request. A review of this call confirms that you advised the agent that the upgrade request option was no longer available to you, so the agent advised you to submit your identity verification documentation for further review. You were also provided the review time frame of up to 2 business days, and records confirm that we received your documents during the call. As noted in your cardholder agreement, You may need to pass an additional validation before you can add money to your account.
  
  This same day, you followed up with customer ********************** via chat to check the documents review status and you were reminded of the review timeframe, but you expressed that you did not agree with our process and made legal threats. The situation was escalated, and this same day your account was successfully upgraded, and a notification was sent to you. You followed up the next day, indicating you were unable to transfer funds to your Wisely account from Venmo, and customer ********************** informed you that we did not show an error on our end. As per your request, the call was escalated to a supervisor who reiterated the above and escalated your concerns to a specialist for a callback. This same day, a specialist reached you directly, but you indicated that you no longer needed assistance since the issue had already been addressed.
  
  Upon receipt of your complaint, multiple call interactions were reviewed, finding that you do not agree with our processes which cannot be bypassed although exceptions have been made for your account. After further review of the call interactions, a business decision was made to close your account on October 17, 2024. As noted in your cardholder agreement, we reserve the right to close your Card account for any reason at our discretion. You are requested to reference your agreement for this information. This same day, call attempts to notify you of the matter were made but we were unsuccessful at reaching you. As we will no longer be able to service your account, if you have arranged to have direct deposits made to the Prepaid Card account, please make sure you make any needed changes to avoid delays. Please note that you will not be able to re-enroll for a Wisely Pay Card. As part of the account closure process, a check was requested for the remaining account balance of $64.53 to be delivered to your address on file. We thank you for allowing us the opportunity to provide clarity on the matter.
  

  Customer response

  10/18/2024

  
  Complaint: 22398583
  
  I am rejecting this response because:
  

  The closure of the account was retaliatory in nature due to the initial BBB complaint made on the 7th. Which is illegal. Which was expressed to me in a round about way via the last telephone communication. As evident in the transcripts of the calls.  As per the mandates of federal and regulatory laws, any retaliatory act in response to the expression of consumer rights, such as a bbb complaint, or s frustrated phone call, can result in fines, penalities, or criminal charges. 
  

  12 U.S.C. ************************************************************************************************************************************* investigations about their practices.

  ****-***** **** Street Reform and Consumer Protection Act 12 U.S.C. 5491 et seq. Scope: Protects consumers from unfair, deceptive, or abusive acts and practices (UDAAPs) by financial institutions.Applicability: Closing a customers ********************** in response to a BBB complaint could be deemed an "unfair" or "abusive" act, especially if the closure ***** the customers financial standing.

  Equal Credit Opportunity Act (ECOA) 15 U.S.C. 1691 Scope: Prohibits discrimination in credit transactions and adverse actions without legitimate reasons.Applicability: Retaliation by closing an account could qualify as an unlawful "adverse action" if it lacks a legitimate business reason.

  Unfair, Deceptive, or Abusive Acts or Practices (UDAAP) Regulations 12 U.S.C. 5531, 5536
  Scope: Part of ****-*****, UDAAP rules prevent financial institutions from engaging in practices that are deceptive, unfair, or abusive to consumers.
  Applicability: Retaliation against customers for filing complaints may qualify as an unfair or abusive practice, especially if the action is unjustified or causes significant harm.

  Regards,
  
  **** ******

  

  Business response

  10/30/2024

  Our records indicate that your employer enrolled you for a Wisely account on November 30, 2023, requiring their input of your personal information into our system. Records show you accepted the terms and conditions of the Cardholder Agreement this same day. As indicated on our initial response, a business decision was made to close your account on October *******. As noted in your cardholder agreement, we reserve the right to close your Card account for any reason at our discretion. You are requested to reference your agreement for this information. This same day, call attempts to notify you of the matter were made but we were unsuccessful at reaching you. As we will no longer be able to service your account, if you have arranged to have direct deposits made to the Prepaid Card account, please make sure you make any needed changes to avoid delays. Please note that you will not be able to re-enroll for a Wisely Pay Card. As part of the account closure process, a check was requested for the remaining account balance of $64.53 to be delivered to your address on file. This matter is closed as there is no further action on Wiselys end. Thank you, 

• Initial Complaint

  10/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I initially contacted life advisor Febrique *******, who advised me to complete a change of life form, which I have submitted. Subsequently, I received communication from representative ******* *******, who indicated that he could not assist with the change due to my failure to provide a specific letter stating my intent to obtain new insurance.However, I was informed by ******** that in order to proceed, I would need a termination letter from ADP. During a conversation with supervisor ********** *******, I expressed my financial concerns regarding my current insurance and stated that I do not feel satisfied with it. Unfortunately, he mentioned that my reasons were not deemed sufficient.I believe it is important for me to address my insurance needs effectively, and I would appreciate your guidance on how to proceed.

  

  Business response

  10/11/2024

  ADP prides itself on its customer service and strives to provide our clients with exceptional service at every opportunity. We were sorry to hear that Josephine Harper’s experience was less than stellar as we value our clients and try to work with them in good faith to provide the best possible resolution of any issues. In response to Complaint ID 22374414 Aileen with the MyLife Advisors reached out upon receipt of complaint to Josephine Harper to review her concerns. As a result, Aileen was assigned to work directly with Totalsource Benefits to oversee resolution of all open issues. 
  In reviewing Ms. Josephine Harper's issue in which she wanted to terminate her coverage so she can gain coverage through Medicaid it was explained to her that due to Section 125 of the IRS guidelines we could not terminate her coverage without her gaining coverage first. Ms.Harper did not agree to this outcome. We reached out to her employer and worked with her administrator to ensure Ms. Harper understood the guidelines and compliance reasons as to why her coverage could not be terminated. Her employer agreed to resolve the issue with their employee as she is also a practitioner for the company. Josephine Harper and her employer has been provided with instructions on how to contact Aileen L. directly so that they have a path to resolution should they need any further assistance as we move towards resolving this matter. We thank the Better Business Bureau for providing us the opportunity to address/resolve this matter for our client Josphine Harper. 
  

  Customer response

  10/11/2024

  
  Complaint: 22374414
  
  I am rejecting this response because:
  
  
  
  Regards,
  
  Josephine Harper

• Initial Complaint

  09/26/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Signed up through my employer with the website for ******. ****** falsely advertised to me that there was *** with my card which is the only reason I signed up. I was told i didnt have it because i didnt signed up through my employer. Absolutely a lie. I have never been able to pay my car payment. I have to transfer it to cash app just to pay. I cant use any apps for cash advance. Trying to get this emergency dental work done. Contacted support through wisley app. They end their chats on me. Called in asked for a supervisor. Guy put me on hold picked it up and said he was a supervisor. Same guy. Completely ignored me and then hung up. Tried to reach adp cant talk to someone or try to initiate complaint with them. This happens constantly.

  

  Business response

  10/01/2024

  Thank you for raising your concerns. Our records indicate that you self-enrolled for a Wisely account which included your input of your personal information into the system on March 21, 2024. That same day, you agreed to the terms and conditions of the Cardholder Agreement. Since April ******, you have been receiving bi-weekly deposits from ********* Manage., which required that you provide your Wisely account and routing information to your employer using their direct deposit set up process, to load funds to the account.
  
  Records indicate that you contacted customer ********************** via chat interaction on September 26, 2024, regarding a loan product and you were informed that ****** does not offer any loan product. You also requested assistance with enrolling for earned waged access, and the agent advised you that the account did not offer this feature. You explained that the feature was advertised by your employer and requested to speak to a supervisor, and the chat agent explained that you would need to call into customer ********************** to speak with a supervisor and the chat ended. This same day, you called customer ********************** requesting to escalate your concerns to a supervisor, the call was transferred, and the supervisor recommended that you speak with your employer for further assistance with the advertised feature since it was not our offering. You stated that you were having trouble making payments with your Wisely account and the supervisor attempted to assist you, but after advising that your main concern was surrounding the earned waged access feature, you ended the call. You are encouraged to review your Cardholder Agreement under the Loading the Card account section for additional information.
  
  Upon receiving your complaint, we spoke with you directly on September 27, 2024. To recap the conversation, it was explained that earned waged access is not available for your Wisely account. Our specialist also confirmed that your employer, ********* Manage, does not offer earned waged access, so you were advised to enroll directly through Daily Pay, the third party supporting earned wage access for the Wisely accounts. Our specialist requested that you provide a screenshot of the earned waged access advertisement detailed in your complaint, but you explained that there may have been some confusion. Our specialist reviewed your account, confirming no declines or attempted transaction for a car payment, advising you to utilize your account and routing information to make online bill payments and you agreed to have understood. Please note, we confirmed that the guidance provided to you by customer ********************** was appropriate and protocols were adequately followed. Thank you for allowing us to provide clarity on the matter.

  Customer response

  10/01/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  While I dont fully agree as the supervisor did hang up on me, and i also received no response, ill just change my direct deposit information. Though i feel that continuing this way may cause issues so with that being said
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  **** ******

*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. ↩