Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:11/12/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I got the UKG PAY ACTIVE CARD back in May/June of this year.. This card offered not only a direct deposit option but a DailyPay option as well. It didnt take long for them to take the money but NOT apply it to your bills! I was paying my bills but they were not! Then holding onto the money for weeks at a time! Then when I started to catch on? Then I started to find out not only were they not paying the money I was seeing disappearing from my account, but then they were also taking several hundred dollars off the top of my check as well! By the time I started doing the math? Well, Im reporting this! I WILL get my money back! Believe that! They messed with the wrong one! They can either give me all the money they took PLUS interest or Ill file against them not only in court but on their license to operate!

  Business Response

  Date: 04/14/2025

  Thank you for reaching out and sharing your experience.  
  

  We provide software solutions to employers, and while we support our customers in delivering a positive experience to their employees, we do not have direct access to individual records. 
  

  For privacy and security reasons, we encourage you to reach out directly to your employer or HR/payroll department for further assistance, as they can best support you and/or work with our success team, if needed. 
  
  We truly appreciate your feedback.  

• Initial Complaint

  Date:11/10/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ive used UKG Wallet for the last 2 years and yesterday morning, my account was blocked due to suspicious activity which ended up just being a refund from a merchant that was processed. However because this refund seemed suspicious, the UKG back office team decided it was a level of suspicion high enough to block my account until they decide to give me a call. Its been 24 hours, and they were adamant on this being a 24 hour process. I have rent to pay. My phones are now disconnected because my money is being withheld from me in my UKG wallet account. I have my entire paycheck there. I called again and was told no, that it would be ***** Hours. Again, they were adamant on this taking up to 48 hours, just as much as when they were sure that it was 24 ******** workplace and clients need to call me. My family needs their phones. My rent needs to be paid and every day its late, Im charged $50. Will UKG be paying me for the late fees associated with this inconvenience? Please unblock my card or contact me like your company said it would and follow through on your already atrocious policies.

  Business Response

  Date: 04/14/2025

  Thank you for sharing your feedback regarding our mobile app. 
  

  As a technology provider, we work directly with employers to deliver workforce solutions. Because each organization configures the app based on their specific policies and settings, we recommend reaching out to your employers HR or payroll team. They can help troubleshoot or contact our support team on your behalf, if needed. 
  
  We appreciate you taking the time to share your experience. 

• Initial Complaint

  Date:09/05/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Their salesman mislead and gave false information on the services they could provide our company. After being completely assured that they could accommodate us, we find out that they can't help us. Even the salesman confirmed that my requirements couldn't be met. After failed negations, and there lack of concern we paid a bill - for NO services rendered. I have been asking for a receipt so I can turn this in to our insurance for a claim, I am unable to get a response from anyone there. I just want my receipt.

  Business Response

  Date: 04/14/2025

  Thank you for sharing your experience. We acknowledge your feedback and appreciate you taking the time to bring it to our attention. 
  
  To ensure this is addressed as efficiently as possible, we encourage you to reach out directly to your representative or customer success manager. They are best positioned to assist you and can work with the appropriate internal teams to address your concerns. 
  
  If you're unsure who to contact, we're happy to help get you connected. Please reach out to us at *********************************************************. 
  
  We appreciate your partnership and the opportunity to support your organization. 
  

  Customer Answer

  Date: 04/15/2025

   
  Complaint: 22245080
  
  I am rejecting this response because:  I followed the normal process when addressing this situation.  Not only did I talk with my initial representative, his manager, accounting, accounting manager and that is as far as those individuals would go.  I was never given direct supervisors names or contact information, but I was assured that they would be contacted and my "concerns" relayed to them.  I would attach emails but it seems that the BBB will only give me 30 minutes to gather this information, I have filed it away since it has taken you over 6 months to address this complaint and it would take longer than 30 minutes to get it together. 
  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 04/24/2025

  Thank you for your response, *****. 
  

  We understand that our team worked to fulfill your request and while the matter was reviewed internally, it sounds like the outcome may not have aligned with your expectations. If you require additional support, please reach out directly to us at ********************************** We appreciate you taking the time to share your perspective and for engaging in this process.

  Customer Answer

  Date: 04/24/2025

   
  Complaint: 22245080
  
  I am rejecting this response because: I tried all of the avenues to get resolution you suggested.  But your salesman lied to me, I have emails that explain this and you still refuse to acknowledge that UKG was in the wrong and it cost a significant amount of money for absolutely nothing.  You should be ashamed of your business practices.  I am fully aware that you/UKG will in no way take ownership for the false promises that your salesman **** **** provided.  I will continue to provide feedback if people ask me about my dealings with UKG.  SHAME ON YOU
  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 04/29/2025

  There is no merit to Ms. ******* complaint and no outstanding issues for UKG to address. Ms. ****** on behalf of her company ****************** requested an early termination of its contract with UKG, which we allowed. Ms. ***** also requested documentation of this business resolution and we provided the same based on available information.

  Business Response

  Date: 04/30/2025

  There is no merit to Ms. ******* complaint and no outstanding issues for UKG to address. Ms. ****** on behalf of her company ****************** requested an early termination of its contract with UKG, which we allowed. Ms. ***** also requested documentation of this business resolution and we provided the same based on available information.

  Customer Answer

  Date: 04/30/2025

   
  Complaint: 22245080
  
  I am rejecting this response because: They won't take responsibility for their salesman. But I no longer want to address this as it very upsetting to me that a company like this can abuse their customers.  This person responding is getting on sided information and it's obvious that there will be no resolution.  I will now until they admit fault say shame on them for misleading sales tactics.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:07/17/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sign up with all my information to UGK WALLET. The app says my card is link to another profile I explained they told me itll take 2 business days. Here it is a week later still getting the same message while trying to link card. And they customer service just told me the exact same thing last week!!! Please I ask for a manager couldnt get that please bbb contact this company they really need to be a lot more professional with people information

  Business Response

  Date: 04/14/2025

  Thank you for reaching out and sharing your experience.  
  

  We provide software solutions to employers, and while we support our customers in delivering a positive experience to their employees, we do not have direct access to individual records. 
  

  For privacy and security reasons, we encourage you to reach out directly to your employer or HR/payroll department for further assistance, as they can best support you and/or work with our success team, if needed. 
  
  We truly appreciate your feedback.  

  Customer Answer

  Date: 04/28/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:02/14/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  UKG/Ultipro seemingly has no employees working for them. My former employer uses them for payroll, and with me moving and switching jobs I was hoping to access my W2s online, since I have to file early this year.. it is nearly IMPOSSIBLE to reach someone here! I've sent 10 emails, and called 3 numbers provided by the district manager at my old job and on the rare occasion you can speak to someone, they send you to a voicemail!!! I've left over 7 of them, and still received not a single response. In all my years working, I've usually used ADP and they have never been this *** with communication. I thought HR, and payroll solutions was what they did..... if I were looking for payroll software or whatever they do, I would quite actually go anywhere else. Not being available during your own business hours is completely unacceptable, and not replying to customer inquiries at all is insane.

  Customer Answer

  Date: 03/19/2024

  Hi, I just wanted to know if this will be noted somewhere on their BBB page because apparently I'm not the only person who has had this issue with this company and then not even responding at all just gives me lots of questions.

  Business Response

  Date: 04/15/2025

  Thank you for reaching out and sharing your experience.  
  

  We provide software solutions to employers, and while we support our customers in delivering a positive experience to their employees, we do not have direct access to individual records. 
  

  For privacy and security reasons, we encourage you to reach out directly to your former employer or HR/payroll department for further assistance, as they can best support you and/or work with our success team, if needed. 
  
  We truly appreciate your feedback.

  Customer Answer

  Date: 04/15/2025

  Complaint: 21291360
  
  I am rejecting this response because:

  I wrote my initial complaint in February 2024, and Im just getting a response in April 2025. Why even reply? Over a year is  beyond unacceptable for a business to reply. Ive since received my W2s, with no help from UKG at all. 

  Sincerely,
  
  *** *********

  Business Response

  Date: 04/18/2025

  Thank you for your feedback. We understand your frustration with the delay and appreciate you taking the time to share your concerns.

  
  If you have any additional feedback or questions, youre welcome to reach out to us directly at *********************************************************.

• Initial Complaint

  Date:01/23/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hi I have a UKG wallet app that constantly doesnt work daily access but never get to access daily why have it if its not daily keep trying to reach out about it I get nothing no answers nothing they have no communication whatsoever

  Business Response

  Date: 02/01/2024

  Hi ********,

   

  Thank you very much for bringing this to our attention. We would be happy to help **** sort out the troubles hes having with UKG Wallet. If he provided his contact information we would be happy to pass it along to the correct folks in UKG who are able to help him with this. Otherwise, would you please ask **** to call **************** so he may receive support? Please let me know if there is anything else we can do to support **** through this.

   

  Thank you,

   

  ************************* (she/her/hers) | Compliance Operations Manager | UKG  
  

• Initial Complaint

  Date:01/10/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Been trying to get access to my ukg wallet and it has been 4 days now and they still haven't fixed the issue and have not even told me what the issue is. All that is being said is that my issue has been escalated and nothing comes of it.

  Business Response

  Date: 04/15/2025

  Thank you for sharing your feedback regarding our mobile app. 
  

  As a technology provider, we work directly with employers to deliver workforce solutions. Because each organization configures the app based on their specific policies and settings, we recommend reaching out to your employers HR or payroll team. They can help troubleshoot or contact our support team on your behalf, if needed. 
  
  We appreciate you taking the time to share your experience. 

• Initial Complaint

  Date:12/27/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I decided to withdraw funds early from my earnings at work thru UKG Wallet app. I chose the money pickup option from ******** The app provided a barcode but also said that one should be sent via email to me. It was never sent. I tried to use the barcode provided by the app at the ******* but they could not scan this code with their machine. i tried to provide them a pin ******************** wallet sent to me thru text... but they said they had no way to input it.deneied service upon suspicion of fraud and also the center was closed right as it happened. I then called ukg wallet customer service talked to ********************* from the support team . I explained to him what the problem was that i had never received a barcode via email from ukg wallet but he did not understand and replied that the code was never sent because i had called in too late after the old pay period had expired. i tried to explain to him that that was irrelevant i had done that days before it had expired and never received an email with a code prior to the call. I was having trouble accessing money and had paid for a service. A service that failed to provide me a valid barcode from the app and also failed to send me one via email. . No confirmation of this was ever sent to my email. I never received any emails concerning the matter. **** suggested that i go to another ******* but i told him thats not fair for me to go try this at another ******* when they had failed to initially provide to send me me a valid barcode thru the app and then failed to send me one to my email . i tried to explain to this individual MULTIPLE times that i was on this call trying to get a barcode sent to me because that's what ii paid for and that what i wanted to achieve . this individual had his own agenda and decided to cancel my request without my approval even though i repeatedly told him NOT TO CANCEL IT. then the individual accused me of canceling it tried to antagonize me. this person canceled my request for money without my authorization. then after fighting over the phone for about an hour, he said there was an option that he could deposit my money back into my account ***** hours. after this horrible experience i decided ok they can put back the money in account lets do that but then they did something amazing which is they decided to not refund me the service fee. i **** the line asked for the gentlemen's name and informed him that i would need to report this incident to BbB and recited a mini statement for the record on tape which he then tried to interrupt it on one occasion. this person lack of sense for peoples struggle to go to physical places is appalling.and his refusal to give me a straight answer on why i was never sent any type Of confirmation about this transaction especially not receiving the very important barcode which grants me access to this money was the reason i deciced to type of this report.i will not pay for this service and am reporting to my bank as fraudulent service.

  Business Response

  Date: 04/15/2025

  Thank you for reaching out and sharing your experience.  
  

  We provide software solutions to employers, and while we support our customers in delivering a positive experience to their employees, we do not have direct access to individual records. 
  

  For privacy and security reasons, we encourage you to reach out directly to your employer or HR/payroll department for further assistance, as they can best support you and/or work with our success team, if needed. 
  
  We truly appreciate your feedback.  

• Initial Complaint

  Date:12/15/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company sends bi-weekly emails to me. There is no unsubscribe button on their communication and I have sent repeated emails requesting to be taken off their email communication since 2018.

  Business Response

  Date: 04/15/2025

  Thank you for sharing your experience. We acknowledge your feedback and appreciate you taking the time to bring it to our attention. 
  
  To ensure this is addressed as efficiently as possible, we encourage you to reach out directly to your representative or customer success manager. They are best positioned to assist you and can work with the appropriate internal teams to address your concerns. 
  
  If you're unsure who to contact, we're happy to help get you connected. Please reach out to us at *********************************************************. 
  
  We appreciate your partnership and the opportunity to support your organization.

• Initial Complaint

  Date:10/14/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I call the company multiple times about using the advance pay option, i can not access it for over an week now, tech has not been any help in fixing the problem they keep telling me to wait 24hr it now have been 10 days. Still resolution

  Business Response

  Date: 04/15/2025

  Thank you for reaching out and sharing your experience.  
  

  We provide software solutions to employers, and while we support our customers in delivering a positive experience to their employees, we do not have direct access to individual records. 
  

  For privacy and security reasons, we encourage you to reach out directly to your employer or HR/payroll department for further assistance, as they can best support you and/or work with our success team, if needed. 
  
  We truly appreciate your feedback.