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:03/06/2023

  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.

  In May 2022, Onpay confirmed they'd filed our *** 941X forms. Each and every time we've tried to check on them, we've been told they were filed and we needed to wait. Today, we called to check again and were told they never filed them. Further, only 3 of the 4 quarters of 2021 can be filed per some rule of the *** Grants, which was never brought to our attention. And, they sent us confirmations and copies of 4 quarters 941X, so something isn't right.No one returns emails that we sent showing the confirmations we were sent. No one takes us off hold long enough to explain why/how they've kept us waiting for more than 10 months even to file. I believe we are owed a professional explanation from someone past their frontline employees and a complete and total refund for the quarters in question.

  

  Business Response

  Date: 03/07/2023

  A senior member of our team worked with the client to hear her concerns and came to a resolution.  We verified the *** process in on track and they should receive the credit for the appropriate quarters.  We will continue to work with the client on this issue until completion.  Thank you.

• Initial Complaint

  Date:01/05/2023

  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 was supposed to pay unemployment taxes on my behalf, but they didn't make the payment. Now, the missed payment has been incurring fees and interest for months because I called and they said they'd pay it, but they never did. I have been trying to resolve this for a year now, they just keep saying their "investigation" takes 6-8 weeks, 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. Not professional!

  

  Business Response

  Date: 01/07/2023

  We spoke to the client and received the needed account access.  Once provided, we cleared out any issues and the client said they were satisfied.  Thank you.  

  Customer Answer

  Date: 01/12/2023

   OnPay reached out to me and said that they accepted responsibility and they would be paying the past due taxes on my account but that they had to send out a check since that is what was required by the agency.  They have told me that they were going to pay it before though, and they did not.  So, if possible, I would like to keep the complaint open until the payment is processed.  Can we follow up next week?

   

   

   

   

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• Initial Complaint

  Date:12/16/2022

  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.

  We received a notice from the *** that 2 of our June ******* Withholding deposits were submitted late. The notice, dated December 5th, indicated we owed substantial penalties due to the late deposits submitted by OnPay. I immediately contacted OnPay on December 6th and forwarded the penalty notice. I explained we needed resolution quickly since the penalty was due on December 26th. OnPay does not allow you to speak to their "tax" department and I was told they would contact me regarding the notice. I've since called twice more and the Company fails to contact us back or resolve the problem. We have received absolutely no communication from OnPay and the refuse to provide a number of any supervisor or any individual who can help to resolve this. The "customer service" agent simply states they will "escalate" the issue and someone will contact us. However no one will return a call or email. OnPay has failed to deposit our withholdings on time and now we will be required to pay a penalty due to their negligence.

  

  Business Response

  Date: 12/19/2022

  Thank you for informing us about the issue.  The client has been contacted and spoke directly to a senior member of our response team.  They are working with the client to verify the information/tax filings and will resolve any issue.  Thank you.