We had a major issue with Gusto after updating our business bank account. Gusto failed to debit the new account, even though the account information was confirmed as correct by their support team. As a result, payroll was blocked and our account was downgraded from 2-day to 4-day processing.
What’s most frustrating is that customer service offered no meaningful help, refused to escalate the issue, and stated that a supervisor would “say the same thing.” We were told we have to wait months for a reevaluation, even though the issue happened during a routine bank update.
They also told us a supervisor would call us the next morning, and no one ever called back.
Payroll is too critical for a business to be handled this way. The lack of transparency, inability to resolve the problem, and dismissive customer service made us lose confidence in the platform.
I would not recommend Gusto to any business that needs dependable payroll timing and responsive support.
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