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VickAccounting
August 16, 2023
Question

Need to speak with risk team about DD limit issue

  • August 16, 2023
  • 1 reply
  • 0 views

I'm hoping someone someone from QuickBooks reads this and is able to offer me to help. I'll explain the situation:

 

A newer client of mine started a payroll service in April. He created a separate payroll account to process everything through. He uses a credit union for his bank, so on a couple of occasions the amounts for payroll from Intuit were being deductive before his transfer amount went through. Both times when Intuit attempted to redraft the amounts they were available, but both events caused strikes on his account and gave him temporary holds on being able to direct deposit. After the second incident I found out this client now had a direct deposit limit of $8,000.00 per week and could now only schedule direct deposits every two weeks. The client's payrolls run weekly and are normally above the limit amount. 

 

I was able to rectify the problem with the transfers going through after Intuit's amounts by getting the client to keep an extra amount in the payroll account at all times. I felt once we did I could contact Intuit and ask to prove the client had the funds to take care of payroll and that we had rectified the issue on the account. On my initial request to the risk team, I was denied without even being able to provide bank statements proving the client had funds. On the multiple occasions I called Intuit to see if I could speak to someone who could help, I was constantly passed around and told I was "not allowed to speak directly with the risk team or anyone who could help me." I was also told that a complaint was filed for me and that I would be contacted within 48 hours to see if I could get help with this matter.

 

My client is not interested in printing checks and needs access to direct deposit. This situation is forcing me to possibly lose the account entirely or look at options like ADP, which is would both cost myself and my client more.

 

I have seen others get more direct contact with people who can help here and I am simply hoping, as a last effort, that posting here will get me in contact with someone who can help me resolve this issue quickly. Otherwise, I will either lose the client or swap payroll providers.

1 reply

C
CharleneMaeF
August 16, 2023

I can only imagine how challenging that situation must have been for you and your client, Vick.

 

Let me make it up to you by ensuring this issue gets further checked and investigated.

 

QuickBooks sets Direct Deposit limits for the security of employers. Rest assured that we'll submit a formal complaint about this issue since this requires immediate attention and resolution. 

 

I understand you've contacted our QuickBooks Payroll Team, but I recommend reaching out to them again. They have tools to check the client's account and help you understand the reasons behind the limit. They can also provide solutions to overcome it.

 

Here's how to contact our support:

 

  1. Go to the Help menu.
  2. Select QuickBooks Desktop Help.
  3. Click Contact Us.
  4. Give a brief description of your issue.
  5. Once done, click Message Us or Let's talk.

 

Additionally, your client can request a direct deposit reversal if they accidentally paid their employee twice or you paid someone incorrectly. Doing so ensure accurate payroll record.

 

I appreciate your patience on this matter. Please know that we're always here to assist with any concerns or questions you may have.

    V
    VickAccountingAuthor
    August 16, 2023

    I appreciate your response! If I were to use the "Contact US" option, would I be getting the same response team as I would through calling? I want to make sure it's a different team. If it is the group that is outsourced, then I have already spent 5+ hours on the phone the past two weeks with them. Basically I got a prepared response about how "we don't have the authority to change this" and "it will be 12 months from the previous incident before you can request a DD increase."

     

    It's very frustrating because this was a simple error, it has now been corrected, the client has the funds, and if I could just speak with someone directly who can lift the hold then it would literally take me less than 5 minutes to get this straightened out.

     

    Just in general, for issues like this I feel like it is not asking a lot to be able to get in direct, verbal contact with someone with that kind of authority.

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