Payroll Elite: QuickBooks Payroll Support has Refused to Make a Statutory Tax Rate Change (Withholding/Income Tax)
First off, on October 17, 2022 my employer (whom I am the current Controller for) received notice from the municipality that the income/withholding tax rate for their municipality has gone down. I know, I was quite shocked. So, I called the city to ensure that this was correct. We all know that this rarely ever happens. So, I tried to alter the income/withholding tax rate for that municipality but was unsuccessful. I then go to the help menu and ask for a call back from Customer Payroll Support. That agented walked through the same steps I had. Going to the gear, then the Payroll Setting, and trying to alter that municipality with no success. Then the agent creates support case number to change this rate. Given this is a statutory change that goes across the board for all businesses located within the city you would think that this would be done automatically once notified of the change. Not the case.
On November 10, 2022 I reached out to support via chat and another case was opened. I was confused about what happened to the original case. Once, I received a notice that the case had been opened I was confused by the wording in the email. It sounded like a major payroll correction was coming through. Keep in mind, that the statutory tax rate change was made effective on October 1 and I called originally on October 17 making it a change within the same period (this city tax is paid monthly) so there would be no waiting for a major correction. So, I had to call back again on November 10, 2022 to be notified that the case was closed due to me not being a "primary admin" on the account.
So, I went to the help button yet again and requested a call back. Turns out after about 45 minutes I was notifited, since I am not a primary admin on the account I am not allowed to notify QuickBooks Online of Statutory Tax Rate Changes and the original case was closed with no notification to me nor my boss whom is the primary admin. So, now we are in a new period and we will have to request a refund from the city.
Did I do something wrong? How should I have handled notifying QuickBooks Online Payroll that there was a statutory tax rate change? I did exactly what I was instructed to do 2 times and still I am under threat of nothing happening with no notification to any party. This may be rare case, because how ofter does a tax really go down... Yet, it is such an easy fix that to many hurdles have been created to correct. It is a statutory tax rate change and it is across the board for all business located in this municipality. I am begining to wonder, is Payroll Elite worth the price? This is second major issue we had with QuickBooks Payroll since we started in June 2022. The first, we got someone to transition our payroll from Intuit Full Service Payroll to QuickBooks Online Payroll Elite. Turns out, the Intuit Full Service Payroll account was not shut down correctly and a New Secondary account was started. It collected and remitted tax for the same periods and time that our new account that we used a QuickBooks Online Payroll Elite Specialist to establish paid. We are now waiting on over $7,000 in refunds due to that and my estimates with this statutory tax rate change will add another $1,000.
I will conclude on a high note. All of the QuickBooks Online Payroll team members I have spoken to have been nothing but nice and willing to help. Please help? After this entier process, I am wondering is QuickBooks Online and QuickBooks Online Payroll Elite really worth what they charge? Or is it even worth fooling with at all?
Current wait time to not be notified is 15 - 25 days, for a statutory tax rate change that is across the board for all businesses in this municipality. No way we are the only business in this municipality, considering we are in a business/industrial area.
Tax Pro 123
17+ Years of QuickBooks Desktop & 10+ Years QuickBooks Online Experience