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:05/08/2024

  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 used the services of Prime Pay for several years. For the last 18 months, service has been unsatisfactory and processing fees have been raised 100%. I complained but was ignored. As a result, I was forced to find another payroll company. I tried on several occasions via email to inform Prime Pay of my decision. They never responded. The last month I used their services was February, 2024. Prime Pay removed $210 for processing fees in March, 2024, even though I had not used their services. On Monday, 05/06/24, I was finally able to get through to Prime Pay. I told them I wanted to terminate all service. Today, 05/08/24, I received an email stating I would need to pay $302 to completely terminate my account.

  Business Response

  Date: 05/24/2024

  Thank you for bringing this matter to our attention. Client service is of critical importance at PrimePay and we appreciate the opportunity to respond to this complaint.
  

  This response serves as confirmation that we have reached out to the customer and are working with them directly to address the issues raised in their complaint.
  
  Please let us know if you have additional questions. 

  Customer Answer

  Date: 06/02/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 21684492
  
  I am rejecting this response because: Prime Pay wants me to pay for services that I did not use.  February 29, 2024 was the last time that I used Prime Pay's check processing services.  They already took a processing fee of $210.00 for March, 2024 from my account, without permission.  *********** did not earn the money because they did not process my payroll for that month.  Prime Pay reached out to me only because they are trying to solicit more money from my very small business.  They never "reached out" to me when I was complaining  about their poor service and high prices.  The only reason they even responded now was because I filed a report with the BBB.  Prime Pay does not deserve any more money from me.
  
  
  Regards,
  
  *************************
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 06/07/2024

  Thank you for bringing this matter to our attention. Client service is of critical importance at PrimePay and we appreciate the opportunity to respond to this complaint.
  

  This response serves as confirmation that we have reached out to the customer and are working with them directly to address the issues raised in their complaint.
  
  Please let us know if you have additional questions. 
  

  
  

  Customer Answer

  Date: 06/18/2024

  The case involving Prime Pay has been resolved.  Thank you for your help.

• Initial Complaint

  Date:04/29/2024

  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.

  Primepay has been providing payroll service for almost 3 years to our business. They are unresponsive, wait until deadlines pass to respond to requests for help, and has taken 3 months to even get a reply regarding open support cases.We decided to leave Primepay because the customer service they provide is non-existent, as well as detrimental to my business, based on tax compliance, etc. I sent them a 30 days notice on April 10, and requested that someone confirm they received my notice, as well as to assist me in obtaining my employee data. It is now 20 days in a 30 day notice, and I have yet to hear from anyone. I reached out on /24, literally begging them to get in touch with me, and I received an email saying "i was out of the office and I will be in touch." I really need to get my information from the system prior to 5/9, and cannot get anyone to assist me in doing so. This business should be shut down as they do not provide what they claim to provide and they are arrogant and short and basically ignore everyone. I have no idea who else to ask - I am exhausted by this.

  Business Response

  Date: 05/20/2024

  Thank you for bringing this matter to our attention. Client service is of critical importance at PrimePay and we appreciate the opportunity to respond to this complaint.
  
  This response serves as confirmation that we have reached out to the customer to address the issues raised in their complaint. At this time, we consider the matter closed.
  
  Please let us know if you have additional questions. 
  
  

• Initial Complaint

  Date:04/25/2024

  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 used Primepay to process my business payroll in Q1 & Q2 2023. I used a service with an agent that processed my payroll. In June 2023, I stopped receiving services without being notified that my service type was being discontinued (they fired all the agents). I tried to contact the company repeatedly without success to have my payroll processed, but I was still being charged for the service. Finally on December 29, 2023 I managed to reach a person who informed me my service type had been discontinued. I asked if she could at least process my payroll for Q3 & Q4 that day, and she could. There was no mention of any subscription at any point.On January 31, 2024, I switched to another payroll provider. I contacted PrimePay and ended all services. The agent said I would receive 1 more bill as they bill after services are provided, but she had everything taken care of to end services. There was no mention of a subscription or a cancellation fee.On March 12, 2024, I received an odd e-mail from PrimePay that my request for a refund could not be processed. I had not requested a refund. I called and spoke to an agent who informed me the refund request had come from someone internal to PrimePay who noticed my account was being charged after I had ended services. I discovered this information was correct. I had been charged again after my services had ended and was due a refund. The agent said I had to e-mail back and the phone agents could not help.On March 26, 2024, I finally received an e-mail back claiming I had signed up for a subscription through PrimePay through May 31, 2024. I have never signed up for a subscription through PrimePay. My services had been ended months ago.Today is April 25, 2024. I have been trying for over a month to get someone to talk to me about this. Meanwhile, my account was charged again. I finally spoke to an agent today who claims there is nothing he can do.

  Business Response

  Date: 04/30/2024

  Thank you for bringing this matter to our attention. Client service is of critical importance at PrimePay and we appreciate the opportunity to respond to this complaint.
  
  This response serves as confirmation that we have reached out to the customer and are working with them directly to address the issues raised in their complaint.
  
  Please let us know if you have additional questions. 
  
  

  Customer Answer

  Date: 05/09/2024

  No one reached out to me, but I was able to speak with a representative of the company today. Although I do not agree with the company's position (fair would have been refunding me the unauthorized charges), we reached an agreeement of an additional $72 to close out the account. Within 5 hours I had an invoice for a higher amount than the agreed upon amount. It's $83. im not going to pursue a fight over $10 but this is typical of the company, not following verbal agreements. i would like to make sure that is all they take out of my bank account before closing the complaint because the company has a history of taking more than authorized.

  Customer Answer

  Date: 05/29/2024

  I met with a representative from the company. All of the text in my original complaint is accurate. We have reached an agreement on charges. So long as PrimePay does not try to take any additional unauthorized funds, we can consider this complain closed.

• Initial Complaint

  Date:04/17/2024

  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.

  I canceled my services with Primepay in January of 2024 but they continued to charge me in February and March of 2024 past the 30 days notice. When I reached out to request a refund, they ignored getting back to me for over 10 weeks. After I emailed their CEO, I received an email that they claimed that I am under a contract when in fact the quote I signed back on April 29th of 2019 states clearly No Contract and that it is a month to month service. Very unethical business practices to steal money from small business owners as they are struggling financially. I am requesting a refund for the over charges they withdrew from my bank account without my approval.

  Business Response

  Date: 04/17/2024

  Thank you for bringing this matter to our attention. Client service is of critical importance at PrimePay and we appreciate the opportunity to respond to this complaint.
  
  This response serves as confirmation that we have reached out to the customer and will continue to work with them directly to address the issues raised in their complaint.
  
  Please let us know if you have additional questions. 
  
  

• Initial Complaint

  Date:04/12/2024

  Type:Order 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 Dec 2023 we notified the company that we were going to leave their services effective Jan 1, 2024. We expected and anticipated paying for end of year items that they were still going to process. I notified a Senior ******* Manager as we as VP of **************** (Who apparently is no longer there now). The Senior ******* Manager never once said anything about any type of contract. I continued to ask for the past 3 years about contracts and they always said there were no contracts. They processed our January payroll which they shouldn't have and I notified the Sr. ******* Manager. She made me send her the email I sent before saying we were ending service. Then I get an email after a couple of weeks that said we had to pay either monthly until our contract ran out in May or a lump sum of over $3,000. We were told that they notified us by changing terms and a one line on the invoice that said see terms and conditions. I called support and was on hold for over an hour on two different occasions. Then I got some invoices with some credits on them but no explanation. When I again emailed and questioned they told me that I was under ACA services contract until September and had to pay that until then. Again I called and was on hold and they said my wait time would be about 1 hour. I can never get an actual person and they don't put their names or contacts in emails. They won't stop billing us and we haven't used their services since the first of January except to have them send our W2s and to file ACA for 2023. This is part of the reason we decided to leave them.

  Business Response

  Date: 04/16/2024

  Thank you for bringing this matter to our attention. Client service is of critical importance at PrimePay and we appreciate the opportunity to respond to this complaint. This response serves as confirmation that we have reached out to the customer directly to address the issues raised in their complaint.
  
  Please let us know if you have additional questions. 
  
  

  Customer Answer

  Date: 04/23/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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 our organization  
  
  Regards,
  
  *********************
  
  

• Initial Complaint

  Date:03/26/2024

  Type:Billing 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.

  Been a customer for over 20 years. In the past few years we have lost our local contact. We cancelled services for 2 accounts on 2/12/24 via email. Made several phone calls to speak with someone to be sure they got the termination. Spent most of the time on hold and nobody can confirm anything. They didn't run our payroll for either company for ********, which is fine, that is what we expected. They sent us invoices for the service for ********. The fee is typically drafted from our account so we stopped ACH drafts through our bank(s) since we didn't owe for the service. We also have outstanding credits due for extra fees charged 11/23 & 1/24. We've tried to contact them to get a refund or credit but that has not been acknowledged. We shouldn't owe for ******** services, but each company is due a refund.

  Business Response

  Date: 04/04/2024

  Thank you for bringing this matter to our attention. Client service is of critical importance at PrimePay and we appreciate the opportunity to respond to this complaint.
  
  PrimePay, LLC (PrimePay) provides payroll and related services to employer customers. Due to the confidential nature of our services, we cannot provide specific case information regarding customer communications, however, this response serves as confirmation that we have reached out to the customer to address the issues raised in their complaint.
  
  Please let us know if you have any further questions or concerns. 
  
  

• Initial Complaint

  Date:03/18/2024

  Type:Product Issues
  Status:

  UnresolvedMore 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.

  PrimePay was my payroll company for the past couple of years for my business. In Feb they stopped returning my emails and calls. The only person I could get ahold of was a person who worked the front desk who couldn't connect me directly to anyone and made me wait on hold. I have been on hold with them multiple times for over an hour, never having actually gotten picked up and I left my number multiple times and was not granted a call back. I have sent emails to cancel their service and don't hear back but am still being charged by them.

  Business Response

  Date: 04/12/2024

  Thank you for bringing this matter to our attention. Client service is of critical importance at PrimePay and we appreciate the opportunity to respond to this complaint.
  
  This response serves as confirmation that we have reached out to the customer and are communicating with them directly to address the issues raised in their complaint.
  
  Please let us know if you have additional questions.

  Customer Answer

  Date: 04/26/2024

  
  
   Complaint: 21451648
  
  I am rejecting this response because:
  

  Sorry for the delayed response. Not only has Prime Pay not refunded the charge in March which was after I had canceled their services, they charged me again in April and every time I talk with someone they say they will get it resolved and I never hear back and am getting no responses from their team via email. Id have to call and be put on hold for 3 hours just to talk to someone who makes empty promises. This business is committing fraud and should be held accountable for their actions.
  

  Regards,
  

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

  
  

• Initial Complaint

  Date:03/14/2024

  Type:Billing 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.

  Our company switched to a different payroll provider and stopped using the PrimePay payroll service in January 2024. We initially notified PrimePay Support on 1/26/24 that we wanted to cancel their services. After contacting PrimePay support numerous times since then and even being told by a representative that our services had been terminated, on 3/13/24 we received an email from PrimePay Support that we have a subscription term that is still in progress with them and that will not conclude until 6/30/24. They gave us the option of either paying a lump sum of $1,366 to terminate our subscription immediately or of continuing to pay the monthly charges until the subscription expires.It was our understanding that we could terminate our services with PrimePay at any time. If they changed the terms of their agreement with us, they never sufficiently notified us that we were locked into a subscription with them until the end of June 2024.

  Business Response

  Date: 04/04/2024

  Thank you for bringing this matter to our attention. Client service is of critical importance at PrimePay and we appreciate the opportunity to respond to this complaint. This response serves as confirmation that we have reached out to the customer directly to address the issues raised in their complaint.
  
  Please let us know if you have additional questions. 
  
  

• Initial Complaint

  Date:03/14/2024

  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.

  Beginning 2024 Primepay has failed to process many weeks of our small business payroll and the weeks that were processed they were processed days later resulting in employees being paid later than their pay date. After primepay failed to process payroll once again because we could not get ahold of anyone from primepay to even get that issue resolved which resulted us into changing payroll providers in order to get paychecks to our employees. We notified Primepay March 1st 2024 by phone and by email including a completed cancellation form that we are terminating all services with them as a payroll provider and that we need to received our impounded futa and suta taxes ($32,731.06) so our new payroll provider can process/pay these taxes for us. As of today I continue to call/email with no answer. I still have not received confirmation of cancellation or how I can receive our impounded quarterly futa and suta taxes, these taxes will be due at the end of this 1st quarter in 2024.

  Business Response

  Date: 03/21/2024

  Thank you for bringing this matter to our attention. Client service is of critical importance at PrimePay and we appreciate the opportunity to respond to this complaint.
  
  PrimePay provides payroll and related services to employer customers. Due to the confidential nature of our services, we cannot provide specific case information regarding customer communications. This response serves as confirmation that we have reached out to the customer and are working with them directly to address the issues raised in their complaint.  Please let me know if you have additional questions. 
  
  

• Initial Complaint

  Date:03/13/2024

  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.

  We have been trying to cancel services since October 2023 with out any resolution. We have spent countless hours on the phone to no avail for assistance waiting on long hold times or disconnect. Finally we did receive a call back from a representative that said there was an human error back in Dec: 2023 why the account was not cancelled then she was helping to assist us. One week later we receive an email from customer support email (that usually never responds back) claiming we where in a subscription based service or contract that has never been presented since our time with primpay since 2012. If we can not receive a call back by a supervisor then legal proceeding may be the only option. I see the latest review is exactly what we are going through. This is horrible business practice and should be accountable for.

  Business Response

  Date: 03/21/2024

  Thank you for bringing this matter to our attention. Client service is of critical importance at PrimePay and we appreciate the opportunity to respond to this complaint.

  This response serves as confirmation that we have reached out to the customer and are working with them directly to resolve the issues raised.

  Please let me know if you have additional questions. 

  Customer Answer

  Date: 04/19/2024

  Good afternoon, this issue has not been resolved. We keep receiving pre-generated email replies. We are not able to reach anyone by phone, no call back requested are fulfilled. We have also now contacted the Attorney General in ************ and waiting for reply and or moving forward with legally. Thank you for your help.

  Business Response

  Date: 04/23/2024

  Thank you for bringing this matter to our attention. Client service is of critical importance at PrimePay and we appreciate the opportunity to respond to this complaint.
  

  This response serves as confirmation that we have reached out to the customer and are working with them directly to address the issues raised in their complaint.
  
  Please let us know if you have additional questions.