Mary C.
Dishonest, terrible customer service
OMG! Where do I start! We have been with PrimePay for almost 7 years. It was fine. Our contact was nice and customer service was good. No complaints. That all changed in late 2023. Suddenly our contact person left, and all emails went to a support center that never returned calls or emails. We changed to another payroll processor in January 2024. One person reached out to us asking why we are leaving. We were honest with them and heard nothing back from them. A few weeks later, we received an email saying they will charge an early termination fee of $628! What? WE'VE BEEN WITH YOU FOR 7 YEARS!!!!!!! I called and emailed and no one would return my calls. I could not find anything in the contract and T&Cs stating a termination fee. So, we just gave up figuring this would be it and no more contact with them. Oh no! They had the nerve to email us to come back and that things are soo much better now. In April 2024, I receive an invoice for a labor law poster and for paper W2s! I am not a customer anymore and do not need a labor law posted and I paid for the W-2s in January 2024! I called my bank to block all future ACH with PrimePay. I am going to file a claim with my bank to get the $628 back. Stay far away from this company.