Complaints

This profile includes complaints for Wagepoint Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Wagepoint Inc.

  1110 240 70 Shawville Blvd SE Calgary, AB T2Y 2Z3

  
• 

  Wagepoint Inc.

  1701 Hollis Street, 8th Floor Halifax, NS B3K 1T8

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:05/05/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This complaint is being filed due to Wagepoints mishandling of a payroll filing, which has now resulted in an official *** discrepancy notice and a potential government penalty. Despite admitting their error in writing and promising resolution, Wagepoint failed to follow through, provided conflicting information, and ignored my attempts to clarify the situation. Timeline of Events:March 2024: I became aware of an error in Wagepoints system involving a T4 filing for one of my employees, ********.Early April 2024: Wagepoint sent a communication to clients broadly acknowledging T4-related errors. However, their initial stance was that they would not be taking responsibility for contacting the *** or assisting with any resulting consequences.April 10, 2024 (approx.): After pushing for more support, I received a message from Wagepoint stating that they had, in fact, submitted an amendment for my employee They acknowledged that their earlier communication was poorly worded, apologized, and promised to waive payroll fees from March ** to April **.They explicitly accepted responsibility, stating: "This was on us, we want to make it right."They also told me that if *** applied any penalties as a result of the issue, I could submit receipts and they would cover the cost.April 16, 2025: I received a formal *** **** Notice. It stated that although $******** in payroll deductions were owed for the 2024 tax year, only $******** had been received. This left a discrepancy of $****** that I am now being asked to pay or explain.April **, 2025: I sent Wagepoint an email attaching the *** notice and asking for confirmation of what was actually submitted and remitted. I received no response.April 25, 2025: I sent a follow-up email, outlining the urgency of the issue and informing Wagepoint that I would be forced to take legal action if they did not resolve it. Again, no reply.

  Business Response

  Date: 16/05/2025

  Wagepoint acknowledges the customers concerns and sincerely apologizes for the frustration caused by our handling of a payroll filing discrepancy.
  A T4 reporting error affecting the customers employee occurred due to a known issue in our system during the 2024 tax season. In March, we identified inconsistencies in Box *** on some T4s and communicated with impacted clients.
  In this case, we confirm that:
  We accepted responsibility for the reporting error and submitted an amended T4 on the customers behalf.
  We offered a one-month fee waiver as a goodwill gesture.
  We committed to covering any penalties or fees imposed by the *** as a direct result of our error.
  The CRAs **** notice received by the customer refers to a $****** discrepancy, which reflects the original $*** error duplicated across both employee and employer records. This is not an amount owing. It is a request for clarification, as *********** have not yet processed our amendment.
  As Wagepoint is not authorized to act directly in clients CRA accounts, we cannot submit this response on the customers behalf. However, to assist, we:
  Provided a personalized video guide showing how to respond to CRA via their portal.
  Offered suggested wording for the customer to submit.
  Offered to complete a paper form if preferred.
  We remain fully committed to ensuring the customer is not financially impacted. If any CRA penalty or interest arises, we will reimburse the amount upon receipt of documentation.
  We regret the confusion and delays in communication and have taken internal steps to improve clarity and responsiveness. A credit has already been applied to the customers account. Our support team remains available to ensure this issue is fully resolved.

  Customer Answer

  Date: 22/05/2025

  I appreciate that Wagepoint has acknowledged the error and taken steps to correct it, including amending the T4, offering a one-month credit, and promising to cover any ***-imposed penalties. However, I remain disappointed with how the situation was handled overall. This was not a minor mistake, A T4 filing error is a serious issue, especially when a companys entire purpose is to manage payroll and ensure tax compliance. When you have one core job and cant do it correctly, its not just inconvenient: its concerning.

  What made the situation worse was the lack of responsiveness. I sent three emails over a three-week period after receiving the letter from the *** with no reply. When the representative finally responded within ** hours (after I had to resort to making a complaint to the BBB)  he acted surprised that I took this route, despite clear documentation of my outreach. That disconnect felt dismissive and left me handling fallout I didnt create and further confirmed to me the issue with Wagepoint's reliability in general. 
  
  Their response here sounds polished, but it downplays the stress and extra work this caused. I had to navigate *** communications myself, despite this being entirely their mistake. Providing a video guide and suggested wording after the fact doesnt make up for the burden placed on me.  Im closing this complaint for my own peace of mind, but I hope Wagepoint takes this as a sign that stronger accountability and client support are needed. Small business owners rely on services like this to function smoothly, we dont have the time or resources to chase basic follow-through.

  Customer Answer

  Date: 22/05/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is sufficient.  
  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:04/10/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Since the upgrade to ****, We cannot get the monthly report nor the integration with Quickbooks is working. We contacted their support several times without resolving the issues.

  Business Response

  Date: 17/10/2024

  Please see the document attached. I trust it reflects the thoroughness of our efforts to resolve the issue our client faced. If you have any questions or concerns, please feel free to reach out.

  Regards,

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

  Business Response

  Date: 17/10/2024

  Please see the document attached. I trust it reflects the thoroughness of our efforts to resolve the issue our client faced. If you have any questions or concerns, please feel free to reach out.

  Regards,

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

• Initial Complaint

  Date:24/02/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Background: I had been using their service for two years. They charge my account each months for employee's wages and collecting government tax. I paid their service fee and they help me sending wages and submitting government documents and tax.Last year on Dec, i received a letter from ** department of commerce saying that they didn't received my quarterly report for the 3rd quarter. So i log in into my account, and then i found out that i am owing employer tax for 3 months and because it was late, and i have to pay late penalty and interest on it. This was supposed to be done by wagepoint, because they had charge these tax and fee for that quarter. I don't know what happen. Why they charged the tax and didn't send it to my state government.In order to compliance the letter and avoid more interest, i paid it again using my account. And then i immediately message the wagepoint for the issue. At first, i submitted a ticket on dec 2022. and they said because it was a technical issue at that time period. That's why they didn't file it successfully. They ask me for couple days, they will check it. And i told them that, i already paid it on my own. So i need them to refund me the fees i paid. (the fees are: 3monthes tax they charged from my account and haven't file plus the penalty and interest ) They said they will check it, and saying my state has giving a period for them to file and no penalty will occur. And ask me to wait. Their team will contact me. Over a week, nobody contact me. So i submitted a new ticket for them. And they replied that it is still investigating, which will take a while. If i did paid it, there will have a refund from the tax team. So i keep waiting. Over a month, nobody contact me. I didn't receive my refund. I don't know where is my tax which i was charged on the 3rd quarter of 2022. And this week, i submitted a new ticket regarding to the same issue with the old case number. Nobody reply me. It's a worst experience. I shouldn't trust them

  Business Response

  Date: 16/03/2023

  Wagepoint sent in a third quarter SUI tax deposit before the 10/31/22 deadline to ** .  ** had a system wide issue that caused, as ** said, many'' employers to not have their deposits applied correctly to their accounts.  This was not a Wagepoint issue.  Because so many employers had missing deposits, it has taken quite a while to resolve this issue.  On January 6th, Wagepoint sent *********** an email letting them know that the state had an issue applying the deposit we sent into their account and we were working with them to get it resolved.  Wagepoint did get it resolved and ** applied the deposit to ****** ****s account.  However, *********** had already paid the taxes again.  Wagepoint is currently working with ** to issue a refund.  The pending refund is on ****** ****s ** account under Accounts Payable.  Wagepoint's last communication with *********** was on March 8th, when we received an email from ** letting ** know that they had sent an inquiry to their Accounts Payable department.

  The underlying issue is the ** system wide failure.    Wagepoint has been working with ** to resolve the issue and has been communicating updates to ************  Wagepoint had asked ** for a waiver of the late filing fees due to the poor performance of the ** website.  *********** paid that fee of $12.50 to **, so Wagepoint will issue a refund of that fee.