Excela Business Services Merchant Services :: Payroll :: IT

Customer Service.

Excela is a relationship-driven company that offers unique advantages to business owners. We are here to provide our customers excellent customer service whenever they need us. Unlike other companies that over-promise and under-deliver, Excela provides your business with the same consistent service, day-after-day and year-after-year. Our one-on-one relationship allows owners to have the peace of mind that their services are in good hands so they can focus on building their business instead of managing their vendors.

Please call us anytime toll-free at 1-800-860-4888
or email us at customerservice@excela.com.

Frequently Asked Questions

When should I report my payroll?
When you are first set up for Excela Payroll Service, we will put together a callout schedule according to when your check dates will fall. Your payroll specialist will call you regularly according to this schedule. If you need to run an unscheduled payroll or if you have not heard from us, please feel free to call in to us. We can take your payroll information anytime. Clients who fax or email their payroll should make sure they get the information to us by the daily cutoff time of 3:30pm.
What information do I need to have ready for a payroll call?
Please be ready to repost all the separate hours and earnings for each of your employees. If they have any special deductions or changes, please be prepared with all necessary information. For new employees, please have all their W-4 information ready in addition to their department number, pay rate, and any special deductions. Please be prepared to fax us voided checks for any employees who wish to be set up with direct deposit. At the end of the payroll, please have totals for all the separate hours and earnings to avoid any mistakes.
How should I inform you of my new employees?
When we are taking your payroll over the phone, always report the payroll for existing employees first. If you have more than five new employees to add to payroll, it would be best if you filled out a New Employee Worksheet and faxed it to us before your scheduled payroll time. This way we can have them ready when we do call you for payroll. If you regularly fax your payroll, you can fax a New Employee Worksheet with your payroll.
If I need to make a change to the payroll information that I just gave you, what should I do?
If you have just called in a payroll and you need to make a change, please call us back immediately. If you cannot contact us right away, please make sure you call us back at some point during the day, so that we can find a way to make your changes before we send out the payroll.
Once I receive my payroll, if a check is incorrect for any reason, what should I do?
Please call in to us immediately. Once you have received the payroll package, the easiest way to correct a check is to write one directly from the company’s checkbook. We will void the check that is incorrect and give you numbers so that you can write out a manual check to the affected employee. Any changes that are made this way will be reflected on your next payroll.
When will taxes be taken from my account?
Excela Payroll will electronically have the appropriate government agency debit your payroll account on your respective DUE DATE. This due date is located on the first page of your payroll, the Cash Analysis page. If the due date is a weekend or a holiday, the collection due date will occur on the next business day. You MUST always have funds available in your account on your due date or you will miss your tax payment and be subject to fines and insufficient funds charges.
I received a letter from the IRS or the state. What should I do?
Please call in to us immediately. Then please fax or e-mail a copy of the letter you received over to us right away. Sometimes, the letter will be just informative, but other times it could be an urgent matter. If it is a letter that states that you owe them money, it is imperative that we handle the situation right away so not to cost you any additional penalties or late fees.
I received a check from the IRS or the state. What should I do?
Please call in to us immediately and fax us a copy of the check. Please DO NOT deposit the check into your bank account without consulting us first. Due to the high volume that the IRS and state revenue departments receive, they have a tendency to make mistakes and you may not actually be owed this money but rather it could have been applied to the wrong quarter or year taxes, which in turn, would make you owe them the amount of the check or more at the end of the year. We need to resolve this matter as soon as possible so that it doesn’t affect any of your other tax payments.
When will direct deposits be taken from my account?
Clients can use the Excela Payroll Direct Deposit system to have their employee’s check deposited into their bank accounts electronically. If you are already on the Direct Deposit system, then we will electronically debit your payroll account one day before your respective check date and transfer the funds to your employees. If the collection date is a weekend or a holiday, the collection and/or deposit will occur on the next business day. Please note that in order to use the Excela Payroll Direct Deposit system, you MUST give us your payroll TWO DAYS before the check date to successfully transfer the funds from your bank account to your employees.
What information should I send when faxing a payroll?
When faxing in a payroll to Excela Payroll, it is always best to use the timesheet that we provide with each payroll that we run for you. If you already have your own version of a timesheet that you normally use, this will work as well as long as you make sure to write in your client # and name (located at the bottom of every page of your payroll).

Always write down the pay period start date, end date and the check date on the timesheet.
Always indicate whether vacation, bonus or commission pay should be on a separate check from regular pay.
Always note any special deductions or changes such as pay rates or exemptions.
Always add up the total for each separate hour, earning and deduction at the bottom of your timesheet. We will use these totals to compare with ours to help prevent mistakes.
When adding new employees, it is always best to fill out a New Employee Worksheet and fax it with your timesheet. Alternatively, make sure to include all the pertinent information from the worksheet on your timesheet.
Make sure to fax the timesheet in by our daily 3:30pm cutoff time. Any faxes received after this time may not be processed until the next business day.
Our fax # is 310-607-9450.