Complaints
This profile includes complaints for Paychex Inc's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 507 total complaints in the last 3 years.
- 180 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:07/01/2025
Type: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 began business with paychex in January and the original signed proposal for my 10 emplyees was $120.28 per payroll run and a 1 time paychex enterprise $400 fee with the one time PaychexTime fee being waived and 6 months free. (screenshot attached) After the original document was signed my sales rep Alex realized that he didn't add the android Kiosk option in so he had to add it after the fact. I specifically asked him via text if all the terms remained the same and he said "It increased price by $50 for the month, I'll decrease your biweekly invoice by $25 to make it even" (screenshot attached). On my first invoice I was charged $870. $400 for the agreed upon 1 time fee, $70 for a premium processing fee that was later reversed and $400 for the PaychexTime one time fee that was suppose to be waived. January was one of the free Months so there wasn't a payroll running fee. I contacted Alex mid January about the extra charge and he assured me that it was a mistake and that he would get it fixed. In February I realized that I was being charged the $50 Kiosk fee but my payroll runs had not been adjusted like agreed upon and I still wasn't seeing the $400 refund so I let Alex know and he said that he received an email saying that it was being taken care of. March came and still no refund so I text Alex again but he ignored that text. April came and still no refund or price adjustment so I emailed Alex with all the screenshots I had and CC his manager Paulino A*****, Alex responded stated that I shouldn't have been charged the $400, he also requested to lower my payroll runs by $30. May came not only was there no refund or lower adjustment I was charged for a month that was suppose to be free and the price went up $7.50. I emailed Alex but his email came back as undeliverable so I emailed Pauino who simply forwarded my email to Joseph B**** who said he would get it all fixed but still hasn't and is now not responding. I'm owed $620 and a 32.50 per run reduction.
Business Response
Date: 07/14/2025
Thank you for your inquiry regarding ***** * *** *****. Paychex takes complaints from our clients very seriously. We appreciate the opportunity to help settle any disputes that may occur. It is my understanding that ***** * *** ***** stated discrepancies with their billing and charges.As of this date with the assistance of a Paychex Manager we were able to ensure resolution. Details of the resolution are attached.I believe the matter to be taken care of for the client. If you have further questions, you can contact me at ****************** ###-###-####Sincerely,Stephanie L****Manager, Client ServiceCustomer 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.
Regards,
****** *****Initial Complaint
Date:06/29/2025
Type: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 faxed an RMD form on 6/17/2025 and called the following day, and was told that it wasn't received and to send it via USPS, I did, and it was delivered to them 6/23/2025. I was also asked to email the form to a supervisor, ********************* for it to be attached to my file. I did, and attached the original fax confirmation.
6/23/2025 I received a replay to a request I sent earlier re: form of payment. And I was inform that they received the original fax. I then went on their chat and after giving all my credentials to a worker, I was asked and abruptly dropped from the chat, to contact my former employer, as there wasn't an account in my name. I mentioned to them earlier that I retired in 2017 and the company was no longer in business. After spending 45 minutes trying to get a supervisor to validate my claim, I was told that they will review and let me know their decision in five business days. I have been trying to find someone who owned the company unsuccesfully. My account value is in the $20K. All I'm trying to get is the 5% RMD, minus 20% tax retention. I read bad reviews online re: Paychex MO dealings, and I no longer trust this company. I'm a senior and unable to afford an attorney to deal with these people. Please help. Thank you. My former employer (******** ******** ******) info is entered into the box below.Customer Answer
Date: 07/07/2025
Duplicate complaint merged:My former employer (I am retired) put my 401K retirement account with Paychex. 6/17/2025 I faxed RMD form, and I was told it wasn't received, to send it via USPS which I did 6/18/2025. 6/23/2025 I was on the chat for a while with the company and I was told that I needed to contact my employer, as there wasn't an account in my name; and was disconnected abruptly. I called again and spent a long time with a young male called Chris. I gave him the USPS tracking info that corroborated the envelope was delivered to them 6/23/2025. I had an emergency and needed my 5% RMD ASAP. Chris said they would research and let me know the outcome. My former employer is no longer in business. I have tried to contact someone for help unsuccesfully. I read not so good reports on BBB about the company. I would appreciate any help from your organization. I entered a complaint last week, but it doesn't show. Please help. ****** ******, facily administrator at ******** ******** ****** was the last person in charge of the company.Business Response
Date: 07/09/2025
Thank you for your inquiry regarding ******** ******** ****** LLC. Paychex takes complaints from our clients very seriously. We
appreciate the opportunity to help settle any disputes that may occur. It is my understanding that ******** ******** ****** LLC stated
that there were issues with processing a distribution request.I believe the matter to be addressed for the client. If you
have further questions, you can contact me at ###-###-####, ext. ******* or by
email at ******************Sincerely,Zach C****401(k) Client Relations Service PartnerInitial Complaint
Date:06/25/2025
Type: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 March 2025, I submitted a formal request to cancel my 401(k) plan with Paychex and roll it over to another provider. I completed and signed all necessary documents as requested by Paychex to initiate this transfer.
Since then, I have been waiting for Paychex to issue a check so I can complete the rollover to my new 401(k) service provider. As of today, June 25, 2025 — more than three months later — I have not received the check.
Despite multiple follow-ups, Paychex has failed to process the request or provide any clear resolution. What’s worse, they continue to charge me monthly 401(k) service fees for an account that should have already been closed. Their customer service has been unhelpful, repeatedly transferring me from one representative to another without actually resolving the issue.
I am requesting the following:
1. Immediate issuance of the rollover check to my new 401(k) provider
2. A full refund of all monthly 401(k) service fees charged after my cancellation request in March
3. Written confirmation that the account has been closed and no further fees will be charged
Paychex’s delays and poor handling of this matter have potentially jeopardized my retirement savings timeline. I ask BBB to assist in escalating this complaint and holding Paychex accountable.
Thank you.Business Response
Date: 07/01/2025
Thank you for your inquiry regarding *** ****** ***********.
Paychex takes complaints from our clients very seriously. We appreciate the
opportunity to help settle any disputes that may occur. It is my understanding that *** ****** *********** stated that
they experienced difficulty in trying to close their 401(k) plan.I believe the matter to be addressed for the client. If you
have further questions, you can contact me at ******************* or ###-###-####. Sincerely,Chase M***** 401(k) Client Relations Service PartnerInitial Complaint
Date:06/19/2025
Type: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.
Paychex was contracted to automatically process a monthly payroll of $1,000 and deduct their fees, necessary state and federal taxes from my corporate account. Everything seem to work fine in 2023 however in 2024 when I went to process my payroll reports for my CPA... Paychex continued to bill my corporate account for THEIR fees but failed to process any payroll and withholding taxes. from January 1st 2024 through June 2025.Business Response
Date: 07/07/2025
Thank you for your inquiry regarding ******** ***** ******
Inc. Paychex takes complaints from our clients very seriously. We appreciate
the opportunity to help settle any disputes that may occur. It is my understanding that ******** ***** ****** Inc stated
payroll stopped processing in 2024. I believe the matter to be addressed for the client. If you
have further questions, you can contact me at ****************** or ###-###-####Sincerely,Jennifer
G**** Jennifer G****Client Service Manger Paychex IncInitial Complaint
Date:06/19/2025
Type: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 currently use Paychex flex as a 3rd party to help me with keeping up with taxes and sometimes payroll. About 6 weeks ago I stop payroll due to a worker that was unprofessional. Last week Paychex reopened my payroll without my permission and put my hours in even after not having payroll anymore. I’m struggling to get the last of my unauthorized funds and currently being ignored.. I did not authorize any payroll after April of 2025. Thank youBusiness Response
Date: 06/24/2025
Thank you for your inquiry regarding ****** *********
Paychex takes complaints from our clients very seriously. We appreciate the
opportunity to help settle any disputes that may occur.
It is my understanding that Breeze Cleaning stated invoice
fees totaling $126.30 were owed based on a payroll that should not have
processed.
I believe the matter to be addressed for the client. If you
have further questions, you can contact me at ******************** ** ************ ********
Sincerely,
Lisa M ******
Client Service ManagerCustomer Answer
Date: 06/25/2025
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.
Regards,
******* ****Initial Complaint
Date:06/18/2025
Type: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 husband owned a business ** ******* LLC in Massachusetts. My husband, Wayne Cameron died suddenly on 10/20/2024, ** ******* LLC had a 401k plan through PAYCHEX (American Trust). The payroll account with PayChex was cancelled the date of the death of my husband. That is still an issue too.
I have been trying all this time to transfer the 401K account to my name and to another company. I have submitted paperwork, spoken with representatives, and no one can help me. I am the representative to my husband's estate. I am the sole heir to the estate. All paperwork has been sent numerous times. Representatives are rude, unprofessional, and have no knowledge of the business.Business Response
Date: 07/03/2025
Thank you for your inquiry regarding ** ******* LLC. Paychex
takes complaints from our clients very seriously. We appreciate the opportunity
to help settle any disputes that may occur. It is my understanding that ** ******* LLC stated they were
having a difficult time requesting a beneficiary distribution, and terminating
their company sponsored retirement plan.I believe the matter to be addressed for the client. If you
have further questions, you can contact me via email at ******************** or via phone at
###-###-#### ********.Sincerely,Angela M******401(k)/S125 Client Relations
RepresentativeOffice: ###-###-#### ********Initial Complaint
Date:06/16/2025
Type: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 requested a loan from my 401(k) plan managed by Paychex, with the expectation that the funds would be deposited into my account in 10 business days. The loan was marked active and disbursed on May 29, 2025, but as of June 16, 2025, I still have not received the money.
I was never notified that the loan would be mailed as a check, and instead provided my routing and account numbers. I later learned that a digit was incorrect in the bank account number — yet no one from Paychex could confirm if the error was theirs or mine. Despite this, they consider the loan “delivered” and have not adjusted my interest or repayment schedule.
I've spoken with multiple Paychex representatives who gave me conflicting information. Some said it would take 5 business days to reissue the funds, others said 10–15 days. One said the check was mailed, another said the deposit failed due to a bank error. I faxed a voided personal check as instructed on June 13 at 12:32 PM and confirmed successful delivery, yet I still do not have the funds.
I'm now being required to repay a loan — with interest — that I have never received. This is unacceptable and, in my opinion, may violate fiduciary responsibilities under ERISA. I’ve spent hours on hold and still have no resolution.
I am requesting that:
The loan repayment and interest schedule be adjusted to reflect the actual disbursement date.
A full explanation be provided in writing of where the process broke down.
Immediate confirmation of disbursement.
If this is not resolved, I will pursue further action with the Department of Labor’s EBSA division.Business Response
Date: 06/23/2025
Thank you for your inquiry regarding **** ********** ******
LLC. Paychex takes complaints from our clients very seriously. We appreciate
the opportunity to help settle any disputes that may occur. It is my understanding that an employee of **** ********** ****** LLC stated there was difficulty getting details and
understanding why the ACH for the loan was rejected. Additionally, what were
the next steps and timeframes to have the funds reissued.As of this date we have worked with the employee on the resolution. Details of the resolution are attached. I believe the matter to be addressed for the client. If you
have further questions, you can contact me at ******************** ###-###-####Sincerely,Sherry T***** 401k Client Relation Service PartnerCustomer Answer
Date: 06/24/2025
Thank you for the follow-up.I would like to confirm that I received the check as discussed and I’m satisfied with the assistance provided. Sherry T***** was responsive, professional, and clear in her communication throughout the process. I appreciate her diligence in resolving the matter quickly.This resolves the issue for me.Sincerely,**** *******Initial Complaint
Date:06/13/2025
Type: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 am filing this complaint against Paychex, Inc. regarding a total of $2,043.86 in unauthorized recurring charges billed under the description "PaychexEIB DES:INVOICE" on my bank account over the past year. Please see attached files for exact dates and amounts.
These charges were made under my name and Social Security number, but I never personally authorized any enrollment in employee benefit services. My husband originally set up the Paychex account to pay a part-time household nanny who worked only about 10 hours per week. I was unaware that Paychex was billing additional benefit-related charges.
I discovered these charges while reviewing my bank statements in June 2025. On June 13, 2025 at 3:05 PM EST, I called Paychex and spoke with a representative named Suzanne. The call lasted 14 minutes, during which I requested an explanation of the charges. Suzanne hung up on me mid-conversation, and I received no follow-up or resolution. I also emailed the company with screenshots and a formal refund request — no reply to date.
These charges were made without my informed consent, were never used, and were not disclosed clearly or transparently. I consider this a form of deceptive billing.
I am requesting a full refund of the $2,043.86 in unauthorized charges.
If Paychex does not respond to this complaint or refuses to refund the charges, I will file a small claims court case against the company for unauthorized billing and failure to provide services. I will also pursue additional remedies if necessary, including reporting this to my bank for chargeback proceedings and filing with the Massachusetts Attorney General's Consumer Protection Division.Business Response
Date: 06/23/2025
Thank you for your inquiry regarding ***** ******. Paychex
takes complaints from our clients very seriously. We appreciate the opportunity
to help settle any disputes that may occur. It has come to my attention that ***** ****** expressed
concerns regarding recurring charges to her bank account related to Paychex
services, which she reports as unauthorized.If you have further questions, you can contact me at *******************.Sincerely,Tarik S****Client Service ManagerInitial Complaint
Date:05/30/2025
Type: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.
Paychex says they have paid our Family Paid Medical Leave Taxes to the state of Washington. The money has been taken out of our bank account and from our employees' pay checks. The Paychex reports show the taxes were paid by them, our payroll company. However, the state says 2 quarters were NOT paid and in 4 payrolls the taxes were underpaid. We have spent hours working with this issue with the state of Washington who have been helpful. Yet, after over 2 weeks we cannot get a response from Paychex. Our Rep who is great has passed the information on to their tax dept says that's all he's allowed to do. The Customer Service Manager, the District Manager or any Supervisor will not return our phone calls. Their Tax Dept has done nothing.
The State says our employees cannot collect their Short Term Leave Benefits because we have not paid into the program. We have an employee who desperately needs to use this program we have paid into.Business Response
Date: 06/23/2025
Thank you for your inquiry regarding ******** Inc. Paychex takes complaints from our clients
very seriously. We appreciate the opportunity to help settle any disputes that may occur.
It is my understanding that ******** Inc. stated concerns with the filing and tax payments for
Washington State Paid Family and Paid Medical leave taxes.
As of this date, we have spoken to the client and worked with the client on the resolution. Details of the resolution are attached. I believe the matter to be taken care of for the client. If you have further questions, you can
contact me at ****************** ###-###-####.
Sincerely,Stephanie L****
Manager, Client ServiceInitial Complaint
Date:05/28/2025
Type: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 closed our Account with Paychex on May 09, 2025. Yet they keep debiting our bank account and trying to process payroll. We have contacted this company several times and have been told that the money would be reimbursed to us within 3 to 5 business days and have obtained no answer. They just keep passing the ball along and are giving us no response as to when we will receive this money back into our accountBusiness Response
Date: 05/29/2025
Thank you for your inquiry regarding ******* ***** LLC.
Paychex takes complaints from our clients very seriously. We appreciate the
opportunity to help settle any disputes that may occur. It is my understanding that ******* ***** LLC stated they closed
their payroll account with Paychex, but they continue to be debited for payrolls.I believe the matter to be addressed for the client. If you
have further questions, you can contact me at ******************* ###-###-####.Sincerely,Jason K****Client Services Manager
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