Skip to main content
F
FrankPeterson
November 22, 2022
Question

Double PTO accrual and Usage

  • November 22, 2022
  • 1 reply
  • 0 views

On 11/2 I ran payroll.  QB only processed 7 of the 44 paychecks for Direct Deposit.  I verified data and rebuilt QB. I was able to run all 44 paychecks and thought they were done correctly.  

 

On 11/21 an employee reached out wondering why they had a negative PTO balance after the 11/2 payroll.  There was no explanation I could find until I checked on all my other employees accrual rates.  I determined that those that didn't use PTO accrued twice as much PTO as they should have and those that used PTO used twice as much as was put in.  I spent hours on an audit to determine if something was done on our end and couldn't find anything.

 

I reached out to Intuit on 11/21 and they couldn't help because i wasn't able to go into single user mode.  Instead they provided me with literature on how to properly set up PTO accrual.  (Very Frustrating)

 

On 11/22 I entered single user mode and set up a call with Intuit.  They called me back and immediately hung up.  I set up another call through QB Help and Angie called me back.  She was hard to hear so she was going to reboot her system and call me back if we got disconnected.  We were disconnected and I did not get a call back.  I set up two more calls that were unsuccessful before I finally got a call back from Joseph. 

 

Joseph had never heard of my problem before and advised me to make sure my payroll was updated and to reboot my system.  (Basic IT)  He said there were no investigations started on this issue.  I advised I only knew about the problem because ONE employee reached out about a discrepancy.  It would have gone unnoticed and unreported if that one employee hadn't reached out and would have cost $Thousands!  Joseph said there's definitely a glitch in the system if it's doing such a thing without an error message.   

 

I'm very frustrated with Intuit Customer support.  They have poor active listening skills and don't seem to have been trained to find out about and/or understand issues that I've ever called about.  They understand my issue and tell me to update, verify, and rebuild.  Now I have to spend another hour every payroll to verify QB is doing what it's supposed to be doing.  How many other "glitches" are in the system that I don't know about because I haven't received an error message or because an employee hasn't reported? 

 

Intuit is a multibillion dollar company and shouldn't have such a poor customer support system.

    1 reply

    BigRedConsulting
    BigRedConsulting
    December 4, 2022

    RE: I determined that those that didn't use PTO accrued twice as much PTO as they should have and those that used PTO used twice as much as was put in.

     

    What you describe is very unusual. I don't think I've ever heard of this happening before - and I've used QB Payroll for at least a dozen years.

     

    Generally, when you have your options set to accrue per paycheck or per hour, that only happens when creating a new paycheck, and also if you delete or void a paycheck QuickBooks backs out the changes to the sick and vacation balances based on the amount accrued on that paycheck.

     

    I've never seen it do anything else, and so while something did seem to happen in your case, it probably won't happen again.

     

     

    Terms & ConditionsAccessibility statement