SurePayroll
Reviews and Complaints

We have had surepayroll since 2021 , we made a mistake in set up with ein number. It was not cleared up till late ( december 2022) great fixed.. i wish, we were then reciving notices we were in default on taxes .. crickets when we contacted them, finally they notified us they had not collected enough unemployment tax and we owed additional money. Which they promply took, and then I filed a complaint they were using the wrong tax rate, we have document showing our rate is 1.25% they think we owe 5.4% out of no where they say the confusion was caused because in q1 q2 a employees ss number was abcd in q34 it was bacd and we now needed to fix it , excuse me the only way a employees ss # can be changed is by surepayroll . You fix your own mistake.. i further asked they fixed the incorrect tax amount or provide me with the paperwork with our tax id that showed what our rate was , i finally got tired of waiting for them to find their mistake and sent the info with our id on it showing our rate had not increased and is infact 1.25% . Again having to do the job i paid them for. I have requested a refund of taxes pain in error, they take care of the state taxes and penilties for their failure to pay taxes in a timely fashion, a refund of payroll fees paid since this started in january, ( we have not run a payroll since febuary. We actually laid ppl off because this was to much to deal with and we cant afford tax agencies comming for us because the payroll company cant pay as they say they will.

I am totally new to payroll, my payroll was set up through Truist Bank and this is who they contract with. A representative of Surepay scheduled a time with me in order to assist me with setting up my payroll account. Being this was my first time setting it up I can admit it did take some time trying to navigate the system. While the rep was on the phone assisting me, while we were in the process, she tells me that she has a meeting scheduled as has to let me go. Now we may have been on the phone about 10-15 mins, why would you schedule my call if you only had 15 mins available, I have no clue. So I made a mistake and I emailed her and told her I needed her assistance as soon as possible. She informed me she wouldn't be available the rest of the day. Then I stated I will need to speak with her on Monday, she stated she wouldn't be available. I contacted another representative who was assisting me and she did for awhile, until we had to wait for someone hire to approve an action she was trying to make. She provided me with her email and told me she would call when it had been approved. Two days had went by when I reached out to her, still nothing. I took it upon myself to cancel the payroll because I didn't want my account to be overdrawn then I get a charge of $80 for cancelling payroll! When I found out the reason for the charge, I contacted Surepayroll and was told there are no managers available to take customers call and the rep was very rude, cutting me off, would not supply me with his identification ID. He informed me I had one time to waive the charge, which I don't feel like I should have to use my ONE time because their training was not up to par and I made a mistake, then when trying to fix the mistake their staff would not assist me, therefore leading me to cancel it and now acquire a fee.

I have been having issues with Sure Payroll since 2021 filing Pennsylvania Local and LST Taxes Incorrectly. I have provided them the laws and rules for how the Local and LST Taxes are filed in Pennsylvania. They seem to think they need to file a return with every municipality the employees live in however they are to file only 1 return for each business location with all employees that work under that location taxes submitted on that 1 return. There are too many notices to count because of these incorrect filings.

I enrolled in surepayroll October 2021 after 3 months I was unsatisfied with their service so I cancelled. July 2022 received notice from state saying I hadn't paid taxes. I reached out and was told that issues will be resolved. Now I received a letter from state saying I owe back taxes with penalties totaling about 3k reach back out to surepayroll tell them state giving me 10 days to resolve told surepayroll will rush process and call me back in 7 days it's day 8...

I signed up with SurePayroll in August 2021. After I entered all my information to set up payroll for our one person company, I assumed all the information was correct. I received no notice that there was a problem till I see a tax payment come back into my account as a return. That was in November 2021. Since then I have had numerous (more than a dozen) interactions, via chat, email and contact me. Can't get through by phone because you sit on hold for more than an hour and then get hung up on before anyone answers. All the chat people have assured me there is no problem. All the information is correct. In February 2022 I receive a notice that my city taxes have not been paid. I contacted SurePayroll to find out what was wrong and they tell me that they don't have my TaxId on file. Now how could I set up the whole account without that? And did you not have the wherewithal to notify a customer that there was an issue? So I paid the fees and the total due and was told again that all the information was correct and no worries. Last week, I get a notice that I now have $1,000 owed to the city because of late fees, penalties and unpaid taxes.

This time the response was that it was my fault and I should just suck it up and pay everything and going forward it is fine. Well, I have proof of all my chats and emails that I was told my account was fine. How could this be my fault? I have been told that the problem has been escalated but I have not received a call back and it is over a four days (I was told 48 hours was the max to wait).

Today I spoke to the city to find out that the reconciliation was not complete for last year and the answer I got from SurePayroll was that the window had closed so they can't do it and I need to deal with it myself.

My last chat conversation this morning was again, my fault that they were missing information and the company could not file for me.

My last words in that conversation were that I would be contacting the Attorney General's office to file a complaint regarding unethical business practices.

This has put us in poor standing with the city which does not bode well for us when we are applying for grants held by the same city.

I hired Surepayroll to run the payroll in our brand new company, we setup everything and it supposed to be everything ready, when at the moment to run the first month, it didn't work out. After that nobody give straigh answers and at the end, after several calls, the secretary informed me that management has decided that we are not a good fit to work with them. After a month of wasting time, they weren't able to do at least one salary payment, and they informed that 19 days after we closed the month with the employees waiting the salaries 19 days because they couldn't run it. Amazing the answer and the way that the secretary was the only person I could communicate to. Nobody else picked the phone to give an answer or explain anything. Is it discrimination becuase I'm Latin American?

I am very sorry to say that I have had a terrible experience with Surepayroll. We engaged the company to make the tax withholdings and filings with the Florida Revenue Department on our behalf for our nanny, who worked for us until April 2022. To ensure that the filings for Q1 and Q2 would be completed by Surepayroll, we paid for the company's service until July 2022.

In late June, July and again in August we have received letters from the Florida Revenue Department notifying us that no filings have been done in respect of our nanny AND NO TAXES were paid. My husband contacted Surepayroll in early July and had no response. I have sent numerous e-mails to complain and upload the Florida Revenue Department letters for Surepayroll to review, but no action was taken.

Finally, last week Surepayroll responded and blamed the Florida Revenue Department for being delayed in their processing (which is untrue) and said they had refunded the tax money they withheld:

1) We never received the tax money they claim to have refunded us.

2) We have over $300 in penalties accruing from the Florida Revenue Department due to Surepayroll's failure to pay the taxes/ do the filings and failure to tell us that they had not done so.

3) We paid 7 months of subscription fees to Surepayroll for the pleasure of this terrible service.

Not helpful, not responsive, poor communication to customers.

I’ve used them for a while and needed to change tax paperwork when we moved to a different state. Their communication and responsiveness are terrible - I’ve been emailing and requesting their help for over 2 months and not only has it not been resolved, they haven’t even begun to work on the issue.

I had to make 7 or 8 phone calls just to get them to start resolving this issue, and that doesn’t include all the emails back and forth. When I ask them to escalate the issue because of the delay on their side, they refused and said there is no way for me to communicate with the tax office that handles these issues.

I would not recommend SurePayroll.

#1 They have the worst customer service. They put you on hold for hours some times before you can talk to customer service for help. Their music on hold is extremely loud (as to drive you off the phone), and when you turn it down to a volume you can tolerate you cannot hear the person when they come on the phone and they hang up on you before you can turn the volume up. When I call for help, I need help now, not in 2 hours or 24 hours ! I have payroll to run and get back on the road to work.

#2. they sent my referral bonus to someone in Charlotte NC and I am in Texas. They sent the notification to someone else's e mail. He or she spent $600 and now for a year and some time I have been attempting to find out what happened, but all I get is a call from someone the first of every week telling me they are waiting for some new person to come in and they call me on Friday to tell me they can't do anything until Tuesday. run around after run around.

They are full of excuses and no answers. I am running away from them as soon as my accountant says it is ok.

I have been trying to talk with the service department at surepayroll for over a month. I have numerous service tickets with them going back to mid Feb. The only people I have been able to talk to are the Sales Reps and they tell me that my case is escalated to a supervisor but STILL NO RESPONSE. No one can file their taxes until issue is resolved.

My payroll has been messed up the last three weeks since I followed the directions of a representative from SurePay. Now I cannot get through after trying many times due to excessively long hold times.

They will quote over an hour wait time, then they offer to call you back. Last time, they called me back an hour and half later and then I was on hold for another half hour and had to give up.

Chat is not offered due to the long wait times. I have tried many times - this is ridiculous and more ridiculous if they blame covid for this.

I have attempted to reach SurePayroll's Executive Resolution Team member, Kelly Cole, by email and phone (have her contact info due to A BBB complaint I filed on repeated issues with SurePayroll and my DOL taxes during my time with them. I cancelled my subscription on Dec. 31st due to repeated tax issues) to address an urgent notice I received from the IRS on a missing Federal tax deposit from 4th Quarter 2021. I

I forwarded an email on Fri., Mar 4th, 2021 with a follow-up call made on Mon, Mar 7th, 2021 regarding the urgent notice. I have no record if the deposit was made or missed but based on my 2021 4th quarterly report that myself and that the IRS received, a $917 deposit is missing, based on the IRS' records.

I requested in my correspondence with SurePayroll escalation of this issue and to contact the IRS but I have not received a response or reply to my email with my request.

The IRS has applied penalties on this record of non-payment and will continue to do so if not rectified by Mar, 10, 2022

Sure Payroll please escalate this issue and resolve with the IRS ASAP.

We used Surepayroll for several years for our household helpers. It worked fine. Taxes were filed and paid properly.

However, we sold the house and moved away. It took almost two years to cancel our account and stop being charged the monthly fee. Our account was “locked” when we moved, apparently because our computer address changed. Their customer service line simply doesn’t answer the phone. Finally I got one of their sales agents on the phone, and she was successful in getting the account cancelled.

I signed up with Surepayroll for their free trial.

The representative (who lied to me, by the way), asked for my bank account number. I didn't want to give it. Since there were going to be no charges, why did they need my bank account number.

He assured and reassured me that they would not charge my account but they needed the account number to do the payroll during the trial period.

Then, they just started charging my account without my authorization. They don't answer the phone (just on hold forever). I contacted them in writing repeatedly demanding that they cancel my account, not charge my account and remove my information from their system.

Following my requests to cancel and not charge my account, they have continued to take money from my account and do not respond to any of my requests.

My bank is in the process of investigating the fraud. I have demanded that they put a stop payment on this company.

So so horrible.

I hope this will help others not have this problem.

Sure Payroll does not answer their Customer Service phone. I have been locked out of my account several time with not way of contacting them. Even when they promise to call back, you end up on hold with their annoying music. For some reason their personnel is still working from home. The system is very un-professional
Pastor Diane Melograne- North Shore Assembly of God

I started using Sure payroll this year for my church. They helped me set up the payroll, which is only slightly complicated (Pastors don't pay taxes, and pay was split between salary and housing allowance). When we got the W2's, they were wrong, one pastor had only salary no housing allowance in box 14, the other pastor 20 months out of 12 were missing from forms. I started the process to request revised forms, after 2 weeks someone got back to me, saying it could be 30 days before the resolution team got back to me. Now about 4 weeks later they finally did, and want me to pay to have the forms corrected and advise average timeframe is 4-6 weeks. PLUS I have to provide all information which is 1. Already in their system 2. Which I gave to first guy a month ago!

I'm the bookkeeper for a small company in MD. I currently work remotely from Idaho. I moved to Idaho from Colorado middle of September of 2019. I provided all of the documentation SurePayroll had requested to make the changes, but they never made the changes and as a result they filed and paid taxes to the state of CO for the 4th qtr of 2019. SurePayroll would take responsibility for the error and they wanted to charge me an exorbitant fee to file amended returns. SurePayroll has also prepared incorrect government reports for the 1st qtr of 2020. I can't get a hold of anyone; not via their messaging center, emails, or ph to have the information changed before they file & pay taxes for the 1st qtr of 2020. I tried their Chat and all I get is a "someone from our Tax Resolution Department will get a hold of you within 48hrs", but so far I'm still waiting.
I out of my own pocket had to pay for the un-employment tax and penalties to the state of Idaho, SurePayroll has neglected to handle their mistake and amend the SUI report for CO, my employer paid those taxes to state of Colorado.
We are moving forward with another payroll company, because I fear SurePayroll will not provide resolution to this problem.

I used SurePayroll for a couple of years for paying my Nanny. As of August 2019 I didnt need the service anymore, I was told by the Customer Service rep that I needed to keep paying for the account or they wouldn't file any tax documents for me. So, I kept paying the 52.99 per month. They stopped filing anything with the IRS (even the quarterly filings). I paid for the W2 and W3 prep and was told that it would be available after 31 December on my account. Come middle of January I went on my account to download the documents, and nothing was there. I called and I was sent my documents from 2018. So I called back. They told me to regenerate my documents would be 4-6 weeks, which would have taken me over the deadline on 31 January. Especially given that it wasn't a 're'-generate, as they hadn't been generated at all. After three more phone calls and speaking to a supervisor, taking up hours of my time, I received the in unsecured email, and not password protected, at 2 pm on 31 January. I got a call from the customer service rep named Paisley, who said they had fulfilled their service by getting them to me and submitting them to the IRS on 31 January and that they were only going to refund me 52.99, despite all the calls I had to make to get this resolved. She was rude, and made sure to tell me that I was incorrect that I had to get them to my employees by 31 January, the only requirement was that they got into the IRS by 31 Jan. The whole thing has been a nightmare, and I will never recommend this company.

SurePayroll continued to charge my account for OVER 2 YEARS after we stopped using them. We requested cancellations on multiple occasions only to be told "we don't have any record of that." Well that's convenient. Despite ongoing attempts to reconcile the issue, SurePayroll was of 0 help and is absolutely the worst Payroll service you can use. STAY FAR AWAY.