Wow, that's crazy.

This in incompetence.

Has there been a management change?

We've had multiple problems with them incorrectly filing DC wage and unemployment reports, for which I've spent way too many hours trying to get them to resolve. Then the debacle this last week where they took out nanny salary and taxes three times by accident, and then took several days to re-credit. Fortunately, we had the funds in our account, but I am sure this caused huge problems for some others. We've been with them for 10 years, and I hate it now. After the DC filings problem they credited us 6 months of free service, so we haven't left yet.