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:07/06/2024

  Type:Product 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.

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

  

  Business Response

  Date: 07/08/2024

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

  Thank you,

  OnPay Management

  
  

• Initial Complaint

  Date:06/12/2024

  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.

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

  

  Business Response

  Date: 06/14/2024

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

• Initial Complaint

  Date:05/21/2024

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

  

  Business Response

  Date: 05/23/2024

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

  Thanks

  OnPay

• Initial Complaint

  Date:04/10/2024

  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.

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

  

  Business Response

  Date: 06/06/2024

  Hi there,

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

• Initial Complaint

  Date:04/02/2024

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

  

  Business Response

  Date: 04/03/2024

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

  Customer Answer

  Date: 04/04/2024

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

• Initial Complaint

  Date:09/18/2023

  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.

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

  Customer Answer

  Date: 09/15/2023

  This is the address and phone number of the business 

  

  Business Response

  Date: 09/22/2023

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

  Customer Answer

  Date: 09/22/2023

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

  

  Business Response

  Date: 09/24/2023

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

• Initial Complaint

  Date:07/27/2023

  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.

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

  

  Business Response

  Date: 08/03/2023

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

  Customer Answer

  Date: 08/03/2023

  Hello,

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

  Noted about the ** assessment charge.

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

  

  Business Response

  Date: 08/11/2023

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

  Customer Answer

  Date: 08/14/2023

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

• Initial Complaint

  Date:06/13/2023

  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.

  In January, I got a notice from the **************** ESD that we were missing payroll tax payments, despite the fact that we are using OnPay as our payroll service. I contacted OnPay to ask for assistance. It has been 6 months, and I still haven't received a resolution, and the payments are not being made. The customer service agents available by phone have no authority to assist with problems, and apparently there is a 6+ month wait to speak to someone in the tax department. We are accruing late fees and interest on our missed payments because of their negligence.

  

  Business Response

  Date: 06/06/2024

  Hi there,

  Thank you for reaching out to our team about this. We can confirm that since we connected, the full WA State ESD has been updated and the correct collection rate was updated in the system.

  Customer Answer

  Date: 06/08/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I would like the business to know that the delayed timeline to correct this issue was unacceptable and they should consider examining their practices. I have taken my business elsewhere because of the lack of response on this issue.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:06/12/2023

  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 received a notice for ******** unemployment insurance that wage detail for Q4, 2022 was never filed and they issued a $250 fine to me on 2/6/23. After reaching out to the state we realized that Onpay had never submitted this wage detail for nearly 2 years they were hired as our payroll service. When I contacted Onpay in February they opened a ticket regarding this issue and it is still open today. I was informed by ** that the next violation will double as long as wage detail is delinquent. I've contacted Onpay several times since and they continue to tell me it is a high priority and will be resolved as soon as possible. I have switched payroll services and continue to pay for their service that I'm not using until this issue is resolved.

  

  Business Response

  Date: 06/06/2024

  Hi there,

  Thanks for reaching out, and were glad we were able to connect with you directly to investigate and resolve this. Our team has verified and confirmed the accurate filing of all wage details for each quarter in question. The confirmations have been forwarded to the client for their records and are up to date. If you're still experiencing issues, please don't hesitate to reach out to our customer support team.

• Initial Complaint

  Date:04/03/2023

  Type:Sales and Advertising 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.

  March 24, 2023, my payroll direct deposit associated with onpays HR platform was stolen. Onpay admitted they had an unsecure network. Perpetrators hacked into onpays website and changed my bank account information (routing and account numbers). I received no notification from onpay of these changes, and my paycheck funds were wired to a fraudulent account.Onpay will not investigate anything. Reports have been filed with federal agencies.

  

  Business Response

  Date: 06/06/2024

  Hi there,

  Thank you for contacting us about this experience and we are glad we were able to investigate this. We take security very seriously and have extensive measures in place to keep our clients protected. It is equally important that our clients stay vigilant online and take precautions to protect their personal and confidential information, including login credentials. We have investigated this reported session thoroughly and can confirm that our website was never compromised in any way. Our team has communicated with you directly regarding how the account was likely compromised.

  Below are recommendations from our security team on to protect yourself from phishing schemes:

  Regularly reset your passwords
  Set up MFA via an authenticator for your account
  Bookmark frequently used URLs
  Before inputting any login information, double-check the URL
  
  We have more extensive resources and advice for keeping your information safe online here: ************************************************************************;

  Customer Answer

  Date: 06/06/2024

   
  Complaint: 19890010
  
  I am rejecting this response because:

  Onsite Has done nothing to eliminate the fake phishing websites that are associated with them.  These sites are set up to deceive employees and employers to steal paychecks, and continue to operate with no deterrent.  Unless On-site makes an attempt to deter this criminal activity will continue  

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

  

  Business Response

  Date: 06/07/2024

  Hi there,

  We understand your concerns regarding phishing websites and the challenges they present and we agree that it can be frustrating when it seems like not enough is being done to address these issues. However, it's important to recognize that dealing with phishing sites is complex and we have protocols in place to combat these threats. It is also important to remain vigilant online and take steps to safeguard personal and confidential information.  Unfortunately, the rise of external phishing sites is a challenge that is not unique, and most organizations have to combat it today. We take these bad actors very seriously and do everything in our power to report and eradicate these sites in partnership with the relevant search providers. What is directly in our control is our own software and service, which has always remained secure.