Payroll Correction Cases Cancelled and General Online Payroll Complaint

Question

Where and how can I reach a manager at Intuit that can actually fix errors that were a result of our QuickBooks online migration? We switched from QuickBooks Desktop to Online on 11/1/2024. Payroll data from Desktop did not migrate to online. Becuase we've had 20+ employees this year, we paid for elite set-up to have an "expert" from QB bring in history for us. Just the fact that QB has a team of "experts" you can hire for this conversion should signal that there are serious flaws in the process. Not knowing better, we paid the "expert" to get payroll running in QB Online. I spot checked his work, found a couple of errors to correct, but unfortunatley missed some errors that weren't appearent until we ran our first payroll in Online. Now that we've run our first payroll in Online, I can't get back in touch with the "expert." I have contacted intuit payroll support at least 10 times since 11/15/2024 when I first discovered errors. Every time I call, I waste upwards of 1.5-2 hours repeating the same issues, showing the agent what the probelms are, letting them document, create a case, etc. Every person I screenshare with and explain the issues to agrees with me and clearly sees the issues. They create a case for me, escalate it to "tax ops," but twice now my case has been cancelled without any explanation or resolution. I have been asked multiple times by QB payroll support and their "tax ops" team if I have access to a CPA. I am a CPA, so this is extremely offensive. QuickBooks Online Payroll support and back office, where is your CPA?  Here's a list of all of my issues that have not been fixed:1. State Unemployment tax data for a single employee is wrong (I provided a correction template, no updates were made)2. This one is a true kicker, total payroll data for our last two payroll runs in Desktop match in Online, but each indivudal employee's data was changed - some people's wages were adjusted higher, and some lower. But the total for those runs match Desktop. How does this happen? Again, I provided two correction templates, no updates. Without a resolution to this, employees' W-2s will not be correct for 2024. 3. Back office adjusted the journal entry QB automaticlaly makes for taxes after my first payroll run AFTER the tax payment was deducted from our bank account. So now my journal entry does not match bank records. No refund was given for the adjustment of a lower tax liability. How is this ok?4. FUTA tax was witheld for our first payroll run, but we haven't needed to pay this tax since June in Desktop, which I trust. We pay intuit to calculate our liability, hold on to the money they withheld, and file on our behalf annually. They have withheld everything they needed for 2024, but haven't filed yet. Why are they withholding additional funds? It's almost like they forgot that they have all they need for FUTA tax they need from us because they don't have desktop data. How can I get this money back and tax entries corrected? 5. The "expert" did not set the correct state unemployment tax rate or talk me through brining this data over correctly from Desktop, so Online defaulted to the maximum amount of state unemployment tax being withheld. Of course I noticed this was wrong after our first payroll run. This rate impacted all of history, even that coming from desktop. I got the rate corrected to the actual rate, and then "back office" made an adjusting entry for each employee... that somehow results in a -$29k entry on my P&L to an account called "payroll taxes," during a time period where data strictly came from Desktop. This negative expense translates to extra income that is not real. Back office informed me that they do not adjust P&Ls, but somehow they adjusted mine!6. Online is calculating the wrong medicare tax deduction for a single employee. How, I do not know. Neither does tax ops or back office, becuase they haven't been able to explain this to me or fix it.  Let this be your lesson - do not swith to QuickBooks Online for Payroll mid-year. The experts have no idea what they are doing, nor do the back office teams.  Please help me. What do I need to do to get payroll support/intuit to actually fix these issues?!

RCV · Answer

We recognize you've been through an ordeal when managing your payroll data. Also, the frustration you experienced when you were unable to get the real-time assistance you needed, especially when handling payroll corrections, AJLG.

This isn't the kind of situation we want you to experience when reaching out to our Payroll Support Team. Rest assured, I’ll take note of this feedback and raise this concern with our management team. Your voice is important to us to ensure we give our users the quality service they deserve.

When converting from QuickBooks Desktop (QBDT) to QuickBooks Online (QBO), most of your payroll data doesn't transfer to the program. The paychecks created from QBDT will be converted into regular checks. There will be a lump sum import of the current year's paycheck information and may need to enter a prior payroll for the past year-to-date payroll info for each employee.

Also, fixing payroll issues can vary depending on the specific problem you're facing. Here are some general steps you can follow:

Determine the exact nature of the payroll problem. This could include issues with employee records, tax calculations, direct deposits, or other payroll-related tasks.
Verify that all employee information, such as tax withholdings, deductions, and pay rates, is accurate and up-to-date.
Review your payroll settings to make sure they are configured correctly. This includes tax settings, payment schedules, and pay types.
Generate payroll reports to identify any discrepancies or errors in your payroll calculations. This can help pinpoint the source of the problem.
For tax-related problems, we'll need to double-check that all payroll taxes are calculated correctly and submitted on time.

To learn more about how QuickBooks calculates payroll taxes. This article will help you understand it: Understand how your payroll taxes are calculated.

Since you already contacted our support agent, we recommend to reach them again. This is the best option we can have for them to review the case and correct the payroll discrepancy in QBO. Please provide the case number to the support agent for them to easily investigate the issue. Here's how:

Go to the Help icon and choose the Search tab.
Select Contact Us.
Describe your concern and click Continue.
Choose between Chat with us and Have us call you.

I'm including our customer support hours, so you can set an available time to reach them out.\

Moreover, if you need to pay and file your 941, 944, 943, 940, state, and local taxes using QuickBooks, feel free to review this link: Pay and file payroll taxes and forms in QuickBooks Online Payroll.

We are always available to assist you with managing your payroll transactions or any QuickBooks-related concerns. Please leave a comment below and we'll get back to you, AJLG.

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