Impossible to talk to a human, unauthorized charges made
We've been using Paychex to process payments for several years and their customer service is practically non-existent. There's no way to contact a human (you seem to be able to call or email but no one ever responds) and their ai chatbot is useless. Whenever we've needed help to onboard, off board, or even change settings for a leave of absence, there is no assitance and we've had to just try something and hope we're doing it right and not messing up taxes or missing payments, even with a month or more of lead time. The latest debacle is that we have changed our 401k policy in the company and needed that feature removed from our account - we contacted them in January and at least weekly until the end of may asking to cancel but payments were still automatically going through. Finally in May they provided us with a docusign to cancel, effective June 12 (conveniently the day of our next payment, so it was still due). But now in July they have charged us again, with no response to our concern on this. I'm now out 7 months of payments not budgeted for because we planned to cancel the policy and they have made it impossible. I'm working with my bank now to revoke payment access and file an official complaint.