Complaints

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:07/09/2025

  Type:Product 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.

  I am writing to express my concern regarding the handling of my account, which was opened on July 2, 2025, for migration from my previous payroll provider. I was informed that I would receive a follow-up call to proceed with the migration and onboarding process. However, on July 9, 2025, I contacted the team to inquire about the status and spoke with *****. She informed me that my account was considered "high risk" and that the process could not continue. This explanation struck me as unusual, given that my payroll has been managed by a much larger company for the past five years.When I requested written confirmation regarding the closure of my account, ***** became irritable and informed me that I would not be able to obtain a reference number or any formal communication regarding the closure. She further stated that she was hanging up on me, which I found to be highly unprofessional.I called back and spoke with ****, who was much more professional and understanding of my concerns. He assured me that I would receive an email and ticket number confirming the account closure. However, when I inquired about the deletion of my sensitive information, such as my Social Security number, EIN, and business details, I was informed that this information could not be removed from their server. This response was both alarming and upsetting, as I do not want my personal and business information to remain in a company's system that is unable to work with my business. He also mentioned that the account was closed on the 2nd of July which means they took the business information and had no intention of opening the account.Given the frequent occurrence of data breaches, I am requesting that all of my personal and business information be securely deleted from the system as a matter of due diligence.

  

  Business Response

  Date: 07/14/2025

  Thank you for your feedback.
  
  We understand your concerns and are committed to quickly addressing your questions. The information you asked for has been removed from your OnPay account. 

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

  Customer Answer

  Date: 07/14/2025

   
  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,
  
  ******* E

• Initial Complaint

  Date:06/24/2025

  Type:Service or Repair 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.

  On 05/30/2025, We received a letter from the *** stating that our 941 payroll taxes for 2023 dont match the tax returns. Doing the math, it seems Q2 and Q3 were not filed and paid and that the potential outstanding tax liability is $21,532. We called OnPay to request proof of filing and they opened a ticket for their tax team to resolve the issue. The ticket information is below: Client ID = ***** Requestor = ********************* Name = ****** ***** Phone # = ************** Client's first check date using OnPay (exclude any prior wages) 10/15/2020 Details of request/issue = the moments reported don't match what the *** has. Please review and resolve. We have also attached a screenshot of the ticket showing when it was filed. We have called numerous times (on 05/30, 06/09, 06/10 and 06/24) requesting simply that OnPay provide us with proof of filing. The Customer Support team told us each time that they were making note of our issue but that they could not help us as it has to be resolved by their tax team. OnPays tax team has not responded or provided proof of filing so we can respond to the *** timely.

  

  Business Response

  Date: 06/26/2025

  Thank you for your feedback.
  
  We understand your concerns and are committed to quickly addressing your questions. The requested information has been provided; if you have further questions, please get in touch with OnPay's Client Experience team.

  OnPay

• Initial Complaint

  Date:05/29/2025

  Type:Service or Repair 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.

  With much difficulty, signed up up very small business for payroll services with this company. They offer almost no support or customer service for on-boarding. The website although well laid out takes some time to get to know and for those expecting to load eployees and make a payroll within a short time frame with little support you might want to reconsider. My company pays by piece work and after Onpay loaded on of my employees as hourly (and then failed to set my company up to not recognize the tip make up) then they made a draw on our bank account with out authorization. This was previous to a screenshot (of our bank balance) that I was told was required before payroll draws would be made. So the amount was not only incorrect it caused overtime in the extreme, but it caused a non sufficient funds to occur at our bank because they made a withdrawal without consent. It also caused a $75 NSF fee to us at our bank. If they were just going by thier own policies none of this would have happened.

  

  Business Response

  Date: 06/04/2025

  Thank you for your feedback.

  We fully recognize the importance of your concerns and are committed to promptly responding to any inquiries you may have through OnPay's Client Experience team and our dedicated ticketing system.

  Client support and employee onboarding are top priorities at OnPay, and all employee information has been updated accordingly.  

  Thanks

  OnPay

• Initial Complaint

  Date:05/07/2025

  Type:Service or Repair 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.

  They have significant delays to even urgent issues that they caused. Requesting to speak to a manager goes nowhere. Telling them they made mistakes just leads to denials. They listed my employee as working in the wrong state for months and did not pull the proper taxes. Ive had an audit in one state, lien placed in another, and failure to pay taxes in every single state that I have employees. I spend more time chasing them to fix things to the point that I dont know why I pay them. They even abandon tickets and stop responding then ask again in another ticket for the same information with a new person. Again, I cant even get someone to respond to me in a timely manner or address my frustrations. They just say they will fix it. I asked them to help me transition out given the problems and how this would be addressed when I leave and I got told to call onboarding because that makes perfect sense.

  

  Business Response

  Date: 05/12/2025

  Hello,
  
  Thank you for reaching out about your employee's taxes.
  
  All employee information has been updated. If you have any further questions or need additional assistance, please feel free to contact us.

  OnPay

  Customer Answer

  Date: 05/12/2025

   
  Complaint: 23300191
  
  I am rejecting this response because: This was not the only issue. You caused many liens, failure to pay taxes, and caused multiple problems with delinquency notices. I would like some sort of refund for all of the problems. The ticket you opened in regard to my employee listed her as working in the wrong states still. You didnt fix it.

  
  Sincerely,
  
  ******* *********

  

  Business Response

  Date: 05/19/2025

  Thank you for your feedback.
  
  Resolving the employee's state listing and all other concerns you've raised is our top priority. We fully recognize the importance of your concerns and are dedicated to providing prompt updates you might have through our dedicated ticketing system.

  Thanks

  Customer Answer

  Date: 05/19/2025

   
  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. They fixed the issues. 
  
  Sincerely,
  
  ******* *********

• Initial Complaint

  Date:03/31/2025

  Type:Product 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.

  OnPay is our 3rd payroll service provider. We onboarded with them in July 2024. Provided all of the required payroll reports to be able to seamlessly moved forward throughout the remainder of the year. Upon receiving our W2s I noticed they were incorrect. I confirmed with our accountant that in fact there up to 11 weeks of payroll missing from these W2s. I submitted a claim with OnPay on Jan 29, 2025 notifying them of the error and as of today, 3/31/25 it is still not resolved. We have issued the employees the incorrect W2 and made them aware there would be corrected ones issued. Many are very upset as they have not received the correct W2 yet. When I called OnPay the wee after the initial email to the support team I was told they were working on them. In one of the emails they indicated it could take up to eight weeks to get issues resolved, this is absurd!! I have sent them spreadsheet with the missing wages 3 times, once with the initial onboarding and 2x since the error issue. I am asking for your assistance in getting the this resolved asap.

  

  Business Response

  Date: 04/03/2025

  Thank you for contacting us regarding your employee's W-2. We have updated the information, and the changes are now visible in the employee's profiles. 
  

  Customer Answer

  Date: 04/03/2025

   
  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. Although it should not have take this long to rectify the situation and I should not have had to take this step.
  
  Sincerely,
  
  ******* ****

• Initial Complaint

  Date:03/26/2025

  Type:Service or Repair 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.

  I submitted a ticket (#*******) on 2/5/2025 to correct an employee's W2 from previous year during to an issue with his State taxes. I was told the timeline is 6-8 weeks since then I reached multiple times to know the updates and progress. There was no update on the ticket and the team started pushing the initial timelines to 8-12 weeks now. They decline to provide **** and their only answer is that we will be notified when the work is complete. How can I keep on waiting when they keep pushing the timelines? My employee has to file his personal taxes by April 15th and I informed them the same but their response is no ***.

  

  Business Response

  Date: 03/28/2025

  Thank you for contacting us regarding your employee's W-2. We have updated the information, and the changes are now visible in the employee profile.

• Initial Complaint

  Date:02/14/2025

  Type:Service or Repair 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.

  I've been trying to set up payroll services with the above company since 11/2024. I finally got was able to submit payment 2/7/2025 for the services only to be told that the way i submitted payment wasn't correct when they clearly stated that "real time payments" could be submitted. I never had an onboarding session, and I was sent a message with how to submit payment after I made a big deal about the situation. I received a call from a manager on 2/9/2025 to basically talk down to me about why I said we didn't have payroll services when we signed up. If she would've looked at the date 11/2024 she would've noticed that we didn't have payroll services. We didn't obtain those services until 1/2025. So, basically she called my lier. Had I been given the proper onboarding none this would've ever happened. I went in to try and pull the information for my records and to send to BBB, and my account has been disabled.

  

  Business Response

  Date: 02/19/2025

  Hi there,

  Thank you for contacting us regarding this matter! We are actively engaging with the client to discuss and define the steps needed to complete the setup process. 

  Thank you,

  OnPay Team

  
  

• Initial Complaint

  Date:10/03/2024

  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.

  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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date:08/06/2024

  Type:Order 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.

  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

  Date: 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 Answer

  Date: 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

  Date:07/24/2024

  Type:Service or Repair 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.

  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

  Date: 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