Consumer complaint received 2020-03-21
Company: Automatic Data Processing, Inc.
State: WI
Product: Credit card or prepaid card
Sub-product: Payroll card
Issue: Problem getting a card or closing an account
Sub-issue: Trouble closing card

Complaint:
I did not receive the ADP payroll card for work I had performed in XXXX of XXXX for my prior employer. I have been attempting to receive payment for the last few years and had also asked my father to try to assist. To date, we have been unsuccessful and believe our genuine concerns are being dismissed. Aside from ADP asking their clients employees to submit personal information ( e.g. Drivers License, Social Security Card ) through unsecure delivery methods, it also appears that they are attempting to use another states escheatment laws despite me living and having performed the work in Wisconsin. 
It is our understanding that ADP records all phone calls and we would be willing to provide authorization for you to secure either recordings or transcripts from our numerous calls so that you can fully appreciate how frustrating this has been. 
I had requested they update my record to give permanent authorization to speak with my father but was told that the authorization needs to be obtained each call. As I am currently enrolled at XXXX XXXX and given that ADP requires me to be on each call, it has been difficult for me & my father to work on this collectively on a regular basis since I am not in the immediate area. 
When I initially contacted ADP and they verified my identity verbally, they confirmed that the funds were available and that the card was not ever activated. Additionally, they confirmed that my name and address matched what was in their system. Before they could do anything further, they requested written documentation to further confirm my identity. I was uncertain of this step since I was merely asking for a replacement card or check to be sent to the same address as provided originally to them by my former employer and given that they had verified my identity verbally using personal information. 
After a couple of calls and in hopes of getting my money, I was instructed to fax my Drivers License & Social Security Card to them which I did against my fathers advice on XX/XX/XXXX. I even used a local company in hopes of ensuring a high quality transmission. When we called to confirm receipt, they advised that the Drivers License was not legible. My father explained the colored transmission and inability for us to control both sides of the transmission quality. Given the size of ADP, he inquired as to a secure portal or other method of submission. They advised him it could only be faxed or email. When asked if they were aware that by asking people to submit this type of personal information through unsecured methods that they were putting those individuals information at risk of identity theft, they only reiterated those two methods to submit. Despite additional attempts, the message was the same even though we continued to raise our concerns to ADP employees & their supervisors of the risk of identity theft. It was like we were listening to a call script or recording with no regard to our concerns. 
Given our concerns of putting my personal information at risk, we eventually stopped calling for an extended period as my father was familiar with escheatment laws in Wisconsin and knew that wage related payments are to be escheated after 1 year. He also knew that the State of Wisconsin had a secure portal for us to be able to provide evidence of my identity without putting it at risk. 
We then contacted ADP on XX/XX/XXXX and finally had reached an individual who appeared genuinely concerned with our predicament. She instructed us that due to the balance, we could merely send a letter via email along with a copy of my Drivers License. When we raised the concern regarding the use of email, she was unfortunately unable to provide any other path aside from possibly mailing it hard copy. My father indicated that, as opposed to running the risk of the mail getting lost or going into a black hole, he would work with his employer to see if he could use their encrypted service for personal use. However, since he was relatively new to the company, he was unsure as to if it was a possibility. She indicated that if we went that route to call within 30 minutes after sending it to confirm receipt. She provided instructions as to what should be included within the letter and advised that since the balance was under {$1000.00}, they would not need the 2 forms of identification. As the original balance was over {$1200.00}, my father asked her to verify again. It was at that time that we were first informed of a {$5.00} monthly maintenance fee that was being applied. At no point in our prior conversations did any other ADP employee alert us of the fee despite their knowledge that I never received the initial card and obviously any disclosures that would have accompanied it. It would have seemed reasonable that once they learned we never got the card that someone would have taken the initiative to send us the disclosures. However, we have never received anything in writing nor have we ever had any communication initiated by ADP themselves. We have always been the party to initiate the communication throughout this entire process. In summary, she indicated that we should put a request to have the fees waived in the letter we sent. She also confirmed that my father would be able to verify receipt without needing me on the call. When my father asked why the funds were not escheated to the State of Wisconsin, she indicated that they escheat after 5 years. When pressed, she maintained the 5 years and could not address why Wisconsin laws would not be applicable. 
On XX/XX/XXXX, my father sent an encrypted email to ADP which included the letter asking for payment and closing of the account. He called within 15 minutes of sending it to confirm receipt & to advise that the email was sent via encrypted service which would require them to take an additional step to access the content. Unfortunately, but not surprising at that point, he was advised that they could not confirm receipt as they were not permitted to speak to him without me being on the call. 
On XX/XX/XXXX, I was home from school and my father had a day off from work. We again called ADP and as opposed to using personal information to verify my identity, they indicated that they could not discuss my record without us being able to validate the amount of the last deposit. We were flabbergasted and quite simply did not have access to this information nor had it been required previously to discuss the account details. Keep in mind, this is related to work from XXXX of XXXX. 
During that call, my father specifically asked to speak to a manager as every time we have called in the past, we would need to start at square one with what has occurred to this point. He ended up speaking with a supervisor who kept reiterating what she felt needed to occur ( email or fax with no regard to the security of my personal information ). When asked to be transferred to a manager, he was transferred to another supervisor who advised that a manager was simply not available at that time. She, too, was unable to verify receipt of the email from XX/XX/XXXX and as with the initial supervisor, gave no explanation as to why this step could not be taken. He then asked for their Legal Dept. as he shared with her that it seems ridiculous that we would have to consider Small Claims Court since this is not a disputed amount due me. He shared that we have no desire to endure more work on our end and waste a courts time but at that point, we didnt know what other paths we could take. She indicated that since we were not attorneys, she could not transfer nor provide us with the contact info for the Legal Dept. My father asked if she was really refusing to provide, of which she quickly indicated she was not refusing. When asked again for the number, she reiterated that she could not provide to him. She indicated that she would have a manager call but due to the holiday season, it wouldnt be for the next few business days. My father provided his number, but never received a recognizable incoming call or message from a manager. 
After that call, we attempted to reach the Corporate Headquarters of ADP. After working through the prompts, we discovered that they did not have an extension available for employees of former clients of theirs. This was actually part of their prompt system. 
It should also be noted that we did try to ask for assistance from my former employer ( XXXX ) several months earlier as we assumed that there must be some secure method of delivery of personal information between clients & ADP. Unfortunately, we were not able to get any assistance from their HR team as they filed for bankruptcy a couple of months later and likely were occupied with those foreseen circumstances. 
In summary, we do not have any desire to take any legal action as we think this should be able to be resolved amicably. It is unfortunate that we have had to go to this length for me to receive the funds rightfully due me. While we are obviously dissatisfied with the lack of customer service throughout this experience, we are equally concerned if others not familiar with protecting their non-public personal information merely follow the instructions ADP personnel provides. Given ADPs involvement in providing financial services, there should be a level of trust. Unfortunately, their repeated efforts to have us submit my personal information through unsecured means is very concerning. We will leave it to your discretion as to your review of their procedures in obtaining personal information and associated paths, as well as potential violations of escheatment laws based on the residency of the rightful owner of the property. Given that they have a nationwide presence, other states may also be impacted.

Company response to consumer: Closed with explanation