ComplaintsforPatriot Software LLC

• Initial Complaint

  04/23/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am a Quickbooks Pro Advisor. I provide bookkeeping services. I provide this service for ******** ********** ******** *** (including payroll services - I enter the payroll hours). The service engaged in with Patriot Software was a full service payroll in which they are responsible for paying the payroll taxes in a timely manner. /In November 2023 a bonus payroll for 11/17/23 (Friday) was done. I entered this payroll on 11/20/23 (Monday). The payroll taxes for this bonus payroll should have been paid on 11/22/23. Patriot Software did not pay the taxes for this payroll until 11/29/23! When I sent them the notice of penalty they initially stated I should have entered this payroll by 11/20/23 - when I proved that I did enter it on 11/20/23 they then changed the requirement and stated the client needed to pay the penalty. This is NOT true as I believe they solely use their software to determine when payroll taxes and that no one monitors the software, there for the late payment. This client's payroll usually occurs on Thursdays and I believe this is hard coded into their software, therefore if a payroll was done outside of the normal date it would be missed for timely payroll tax payment. They also stated I should have entered this payroll the day before it occurred. As a bonus payroll this is not possible., Amount paid to the IRS is $341.16.

  Business response

  04/25/2024

  We apologize for your frustration. Our tax team representative mistyped in the first email to you but tried to clear this up in a subsequent email.  Because this company is a semi-weekly depositor, for payrolls paid on Fridays, the IRS deposit needs to be the following Wednesday. The software implements deposit rules and will not allow a semi-weekly depositor to run a regular payroll that is ‘back-dated’ which is why you needed to enter this as payroll history. In order for your federal taxes to have been paid timely for the 11/17/2023 pay date, the payroll needed to be entered into Patriot by 11/16/2023. Still, we want to help. Please look for communication from our tax team manager who is reaching out to you to assist.

  Customer response

  04/25/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ** ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  ***** ***** ********** *** ***** *****

• Initial Complaint

  03/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I used this business for my payroll and they couldnt process the payroll and they did not refund my money.

  Business response

  03/22/2024

  Thank you for allowing us to address this issue. We cannot return these funds to a different bank account than we collected from. At this point, the only recourse is for your bank to request the return of the funds through their formal process. Please contact your bank, who will direct you to with the next steps to begin the process. 

  Customer response

  03/22/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint I* ********* and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  My bank account is closed and patriot is insisting on returning money back to a closed account or ask my bank to request a refund to a closed account . My bank’s response was that they can not possibly request for a refund on my behalf because my account is closed.I have suggested to patriot to mail a check to the business address or refund to another business bank account belonging to me but they are insisting on refunding the money to the closed account which they can’t even do because it is impossible . This company is a rip off and they are trying to steal my business money . I am a small business owner and loosing 30k$ will ruin my business .
  
  Regards,
  
  ***** *******

  Business response

  04/10/2024

  ****** thank you for allowing us to respond. We will be happy to assist you in getting this resolved. Please send your banker’s name, title, and branch to our risk team email: *********************************. We will be happy to contact them to facilitate the conversation between banks required to have the funds returned to your bank.
  
  

  Customer response

  04/17/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Patriot software is still doing and saying the same thing asking for my bankers name when my account is closed for over a month now .These  guys are literally withholding 30,000 of my money for over one month with no way of refunding my money or giving me any interest on it .This event has affected my business negatively and I am actively looking to seek legal action against patriot software . I don’t know why patriot software can not refund the money by check to the business address,refund my money to a different account ( same business name) or deposit the money to where it was supposed to be deposited in the first place . All these big companies are rip offs and I won’t let y’all cheat me. This is my money and not your company’s money . I wish and hope BBB can escalate this issue because I am literally being bullied by this company because I am a minority .
  Regards,
  
  ***** *******

  Business response

  04/26/2024

  Thank you for giving us the name of a banker at ******* We were able to track down which branch and the address of the branch, however person whose name you provided has not returned our calls. A ****** bank representative we had spoken with has said you need to go in to the branch and request a proof of authorization. There will be a form for you to fill out with the transaction you want returned. There will be communication between banks. Once our bank receives the request to return funds we will be able to process the return.

  Customer response

  04/30/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear 

   

  can you provide the name of the banker you spoke with ? I don’t know why a big organization like yours would be lying . I was literally at ****** branch and they told me they can’t help me with a closed account . Has anyone ever received fund to a closed act before ? Can you guys @ bbb.org publish this issue so everyone can see this company is a rip off ? These guys are just wasting everyone’s time, they are planning on stealing my 30k$ and I don’t know how this is possible in a modern world . I would be reporting to consumer protection and business administration next . The only solution for you guys is to return the money to the business name via check or deposit the money to the account it was designated for initially .
  
  Regards,
  ***** *******

  Business response

  05/06/2024

  
  We were able to speak with the banker whose name you provided to us, and they transferred us to a team at your bank who completed a report that will allow your bank to request the return of the funds from our banking partner. You can contact the banker who you provided to us for updates. We are happy to have assisted you with this.
  
  

  Customer response

  05/07/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution.]
  Thank you . Please provide evidence of the bank requesting for the fund on my behalf . 
  Regards,
  
  ***** *******

• Initial Complaint

  10/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Patriot software was supposed to pay my 941 to *** and did not pay it on time. The A Date of the transaction The amount of money you paid the business - I am billed an amount of 4623.71 by the *** due to Patriot software not paying my taxes on time. Patriot software had committed to pay my taxes on time and they did not and hence i am left with this bill. Patriot software has not even reached out to me to fix this issue - very unprofessional. The issue here is that Patriot software did not pay my 2nd Qtr 2023 941 taxes and *** has put me on the hook to pay the taxes along with penalties - this was supposed to be handled by Patriot software

  Business response

  10/05/2023

  We've been in contact with our customer and believe the issue is resolved. Patriot guarantees tax filing and will pay interest and penalties associated with any tax filing error caused by our team. In our communication with the  customer, there was acknowledgment about our policy and he has acknowledged his satisfaction. 

  Customer response

  10/05/2023

  [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 would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

  Regards,

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

• Initial Complaint

  09/14/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I used this company for payroll and they were ok. After I closed my business, I was informed they did w2s. At that point, my business was already closed when I needed the w2s, but they said they could do them if I reactivated my account. I did on their advice. Spent hours on the phone with them only to be told they couldn't do them. I was upset and told them to cancel my subscription. Again, my business was closed. 8 months later, I find that they have been withdrawing money from my account even after I told them to cancel months ago. The only premise to reactivate was for the w2s they couldn't even do even though they advertise it. I called and requested a refund, was told no. Was also told I'd get a call from management and still nothing. You don't lie to people like this who trusted you. I need my money back after I was told this was canceled months ago.

  Business response

  09/14/2023

  Thank you for allowing us to clear up this misunderstanding. First, and foremost your account has been refunded for the months in question. We do apologize if there was miscommunication and you thought our support would closed the account on your behalf. We attempted to call you but your voicemail was full. You should have received an email with this resolution for your records. We hope you will find the full refund satisfactory and resolve this complaint as satisfactory. We wish only the best for you in the future. 

• Initial Complaint

  09/08/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  This is account # ** ****** I cancel this service in July 2023. I called the contact center. I was told the service was going be cancel and full refunded for $12.90 08/01/2023 billing cycle. Now, I'm getting emails for $ 1.29 owe. Which, I don't owe nothing. I can't believe this company would tell me one thing and then talk to a different agent and get the runaround. Absolutely appalling for the situation here. If not resolve thru this channel will filed against your business id in Ohio and in my state of residence. I see no business license is obtain here. So, collecting money in this state without 4a business license is a penalty. How would you company like to proceed. Just give me my money back and zero the account. Give me a company letter stating the balance is zero. If you want $ 1.29 send me your business address. I will mail it. No card information will be provided. After you received it. I will proceed a different way; if not resolve with BBB. I would like all my information to be delete per CCPA in California. Failure to delete information does come with fines and penalties. Please provided all invoices. I don't trust your company.

  Business response

  09/08/2023

  Thank you for the opportunity to address your situation. Our support team has emailed you that your credit card has been refunded for the $12.90. We have also removed the charge for $1.29, so you will not receive any more emails about this charge. We hope this complaint will be resolved as soon as possible.
  
  

  Customer response

  09/13/2023

  [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 would like a letter stating this on company letter head.

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

  Regards,

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

• Initial Complaint

  06/21/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  This business is running a phone scam and is in violation of the FTC telemarketing/sales call laws. I have requested 3 times now to be taken off their call list and continue to get calls. I am not even a relevant person for what they are selling. The last time I requested to be taken off their list the person hung up on me.

  Business response

  06/21/2023

  Thank you for giving us the opportunity to clear this up. Patriot does not have this person's contact information in our database. Unfortunately this appears to be a spoofing scam made by an unscrupulous company.  Spoofing is when a caller deliberately falsifies the information transmitted to your caller ID display to disguise their identity. Please do not answer any phone calls that appear to be from Patriot's 800 number (877-968-7147). Like you, we find this distressing and are saddened our good name is being tarnished by these shysters.

  Customer response

  06/21/2023

  [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 would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

  Regards,

  Lauren *** 

• Initial Complaint

  05/08/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  This company has been having my payroll in their system for the past 6 years. They closed my account and I have no access to my historical data. They never email me or indicated they would be closing the account.

  Business response

  05/19/2023

  Thank you for giving us the opportunity to clear this up. The account in question was created back in 2016 and closed for years. It was recently reopened, but there is some question about who should have access. Should you want to gain access to this account, we will need the business owners drivers license and articles of incorporation of the company in question as proof of identity. After they have been verified, we will be able to give you access. Thank you for your understanding as we protect our customer data.

• Initial Complaint

  03/17/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My employer uses this payroll service. When I received my W-2 they didn't take out enough federal taxes. Called them explain I file married filing jointly with no dependants they only took out 3.5% of federal taxes when in reality should have been 10-12% federal taxes. They said they either choose the low or high tax bracket, they put me in the low bracket. Now I owe the IRS $1500.00 dollars. Why would they make this decision for employees? Want them to make this right, I can't understand why they would do this to people.

  Business response

  03/28/2023

  Thank you for the opportunity to clear this up. Patriot Software is a tool that calculates based on the W4 information inputted in the software by the customer. It looks like you had filled out the 2020 W-4 form for your employer. The 2020 W4 form was supposedly redesigned for simplicity, but it also changed the amount of income tax withholding an employee has withheld. Per the IRS: "All new employees first paid after 2019 must use the redesigned form. Similarly, any other employee who wishes to adjust their withholding must use the redesigned form." You can read about this here* *****************************************************4.   Based on the W4 year and tax bracket, we calculate the taxes as set by the IRS. Patriot guarantees its tax calculations and encourages and uses the percentage method or "computer" formula. To avoid this in the future, we recommend using the IRS tax withholding estimator for you and your spouse. It can protect against having too little tax withheld and facing an unexpected tax bill or penalty at tax time next year and can let you adjust your tax withheld up front, so you receive a bigger paycheck and smaller refund at tax time.

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

  Customer response

  03/29/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  ***** ******

• Initial Complaint

  03/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Patriot Software failed to direct deposit funds into employee accounts after they withdrew the funds from our business account. I made multiple calls to Patriot Software and they said it was an account glitch and would be corrected soon. I later discovered on the news tab the bank which they use for payroll processing collapsed today and no further information was available. Our complaint is not about the collapse of the bank. Our complaint is that we made numerous requests to Patriot Software for an updated status and whereas they knew that the situation was dire and that the funds were not going to be available for deposit, they withheld this information and pretended that it was not a major issue. Patriot Software was negligent in not reporting the actual facts to their customers and should be investigated for deceitful tactics. All funds that were withdrawn by Patriot Software should be immediately replaced as their negligence did not allow us and numerous other companies to make other arrangements to pay employees.

  Business response

  03/13/2023

  Thank you for the opportunity to address this situation as we have been as forthcoming with information as possible and as soon as information was confirmed and available we passed it along. On Friday morning, our representative from SVB told us there was a delay in processing, which we passed along. We found out about the SVB closure when the FDIC posted their announcement and passed that along as soon as we could clarify any type of information of what that meant for our customers.  We were immediately in touch with our outside legal team and individual bank account managers from SVB throughout the entire process.  Once the FDIC took over the bank, all teams worked aggressively to communicate to the FDIC, Federal Legislators, US Congress, and others—including our CEO’s Open Letter—on behalf of all Patriot clients which resulted in communication with leaders nationally. We also continually tried to reach the FDIC for clarifying information and could not get through. Your money, was never in Patriot bank accounts. Patriot customer funds were held in individually separate accounts For The Benefit Of (FBO) each unique client. Each client’s payroll processed at SVB was individually FDIC protected and funds are not intermingled with any other client. These accounts are completely segregated and inaccessible to Patriot or Silicon Valley Bank employees. The FBO accounts were created to serve as a clearing house for each payroll client to ensure client funds are fully settled prior to payroll being released to employees, eliminating risk for any fraudulent activity by a bad actor. 
  Please check our website for more updates as we try to be as transparent as possible with updates. We do apologize for your frustration, and appreciate your understanding. 
  
   

• Initial Complaint

  11/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Patriot software closed my account without notice or communication

  Business response

  11/22/2022

  We apologize if you did not receive the email that was sent to you on 11/18/2022. Upon reviewing your Patriot Software account, Patriot is unable to provide services to you. This is based on a variety of factors regarding the decision to deny services. Patriot Software is not at liberty to disclose our methods regarding the denial of services. The determination made to deny services to your company with Patriot Software is final and an appeal process is not available. We apologize if this has caused you any inconvenience and wish you the best moving forward.

*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. ↩