Consumer complaint received 2018-04-11
Company: Automatic Data Processing, Inc.
State: TX
Product: Checking or savings account
Sub-product: Other banking product or service
Issue: Managing an account
Sub-issue: Funds not handled or disbursed as instructed

Complaint:
On XX/XX/XXXXI received an email from ADP saying our XX/XX/XXXX Compliance test summary was available and that action was required. On XX/XX/XXXX I reviewed the summary and saw that our test had failed on two limits. One on Deferral Limits and the other one on Match Limits. I called and spoke with XXXX  at XXXX that same morning. I was instructed that ADP had entered into their software incorrect hire dates and eligibility dates for the majority of my employees. I gathered all my employees social security numbers, compensation for XX/XX/XXXX, hire dates, and eligibility dates. I sent the accurate information to XXXX XX/XX/XXXX at XXXX. On XX/XX/XXXXI had a couple employees come into my office informing me that money had been taken out of their 401K accounts. I assumed it was how the stock market was fairing. When I was approached on Monday about the same problem, I contacted ADP again. I spoke with XXXX   ( XX/XX/XXXX at XXXX ) and he informed me that ADP never received the original e-mail and that I needed to resend it. At XXXX on XX/XX/XXXX I re-sent the original e-mail to XXXX with the accurate information. For the record when we switched to ADP from XXXX XXXX all of this information was given to Ines the District Manager over small business services. To ensure the transfer from XXXX XXXX to ADP went smoothly. Unfortunately, that isn't what happened. On XX/XX/XXXXat XXXX XXXX  wrote back saying he received the information and the compliance test would be corrected and completed within 3-4 business days. Once the test had been finalized and accurate I could send in a refund check and supporting documents with a breakdown of the monies that were forfeited to the compliance department. XX/XX/XXXX at XXXX I received a follow up e-mail from XXXX saying the test was corrected and came back as clean with no failures. XX/XX/XXXX I sent an envelope out XXXX  next day, unfortunately XXXX  failed delivery and the package was delivered on XX/XX/XXXX at XXXX. XX/XX/XXXX I called XXXX  and was told that the compliance team had received my supporting documents and refund check. The team didn't starting working on it until XX/XX/XXXX and from that date it would take another 10 business days for the monies to be deposited back into our employees ' accounts, which would be XX/XX/XXXX. XX/XX/XXXX at XXXX   I was informed by XXXX that they had escalated this but due to the high volume of these types of fixes, the process has been taking a few weeks to fully process.XX/XX/XXXXXXXX XXXX   informed me that they couldn't return my employees ' money because there wasn't enough money in the forfeiture account. Stating that they had used this supposed forfeiture monies as employer 's matches to our company 's employees 401K accounts. XXXX  informed us they need to withdraw {$3300.00} to make the forfeiture account match the monies needed to credit our employees ' 401K account. The owner had requested a meeting with the representative that sold us this service, XXXX. Collin had told me he would cancel an appointment and be out here todayXX/XX/XXXXat XXXX. At XXXX on XX/XX/XXXX, XXXX  informed me that he wasn't going to make the meeting. XXXX  informed me that XXXX, the representative I have been speaking with, was the best man for the job because he was in the service department and had knowledge of my account. As of today XX/XX/XXXX ADP still hasn't credited back over $ 24K into our employee 's 401K accounts. The owner wants a meeting in person with one of the representatives and so far has been denied. The owner doesn't understand how a company can simply pull money out of a 401K account and put it into some forfeiture account that hasn't been proven to be real.

Company response to consumer: Closed with explanation