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WVElizabeth
December 15, 2023
Question

Quickbooks Cares Customer Support Unresponsive for Month and Half! Beware!!!

  • December 15, 2023
  • 2 replies
  • 0 views

I have been waiting since November 6th for Quickbooks Payroll to edit some small state withholding mistakes in previous paychecks. (6 weeks now!) I have emailed and called multiple times and no one can give me any specific information on when it will be taken care of. I have an employee who has not gotten paid this entire time, and as of today, I will have missed my opportunity to do end of the year payroll with my tax person, and hence now will be late with my filings to the federal government and two state governments. I fully informed customer support of this over and over again and yet all I heard is that they have no way of contacting the team responsible and can only tell me the status they see. How is that possible? This is horrific! I am devastated. My employee is devastated. I have no idea how I am going to clean up this mess, how much it will cost me, or if Quickbooks payroll is ever even going to respond. My case was even escalated two weeks ago and still nothing. I had used intuit/Quickbooks payroll for over a decade without issues. A few years ago, I needed edits to paychecks and it was taken care of in a matter of days, and I was told clearly that the longest it would take was 30 days. This company has gone majorly downhill. No one is even telling me what’s happening and there are serious repercussions for me and my company! I have been consumed by anxiety this holiday season. I have never had any company I purchase services from screw me over in such a serious way in my life. Don’t make my mistake and think that paying more for Quickbooks will get you better service! 

    2 replies

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    WVElizabethAuthor
    December 15, 2023

    Oh and of course they’ve charged my subscription fee twice during this period where they’ve been the source of such anxiety and lack of information!! And of course they charge me extra each month for the extra state I am now also going to be late with end of year filings with because of this. Over the last ten years, the subscription fees for small businesses have become astronomical while the customer service has become robotic and mired in levels of red tape. If you are a small business, switch payroll services now before this happens to you and you’re screwed!!!

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      Ethel_A12
      December 15, 2023

      Hello there, @WVElizabeth.

       

      I understand that you've been waiting for your QuickBooks Payroll correction request since November 6.

       

      As I have checked, our Tax Operation Corrections team is working on your request. They are working your requests, and will take thirty (30) to forty-five (45) calendar days to completed.

       

      For the charges you want to dispute, I recommend reaching out our Customer Care team. They can help you check the validity of the charges in your account.

       

      Here's how:

       

      1. Sign in to your QuickBooks Online company.
      2. Click Help (?).
      3. Choose either tab to get started:
      • Assistant: Get quick, personalized answers. Select a suggested option or type a question or topic you need help with. If you decide you need further help, you can still Talk to a human.
      • Search: Search the QuickBooks Online knowledge base directly, or select Contact Us and choose a way to connect with us:
        • Start a chat with a support expert.
        • Get a callback from the next available expert.

       

      For future reference, you can read this article about running payroll reports: 

       

       

      Feel free to comment below if you have questions about payroll corrections in QuickBooks Online. I'm always here to help. Have a great day.

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      WVElizabethAuthor
      December 15, 2023

      Thank you for finally giving me a specific date range. You are the first rep to do that. It helps immensely and I am very frustrated no one did that before no matter how many times I asked for a specific range of time. However, it is already day 39 since I put in the request. (And escalated it twice!) Are you promising me this will be completed in another 6 days? By December 21st? If you can promise me that, then I will try to schedule another appointment with my accountant just after that to do my end of year payroll and this might be salvageable. Can you promise me this will be complete by day 45, December 21st? I do not want to be put in the same position where I make an appointment and then don’t have what I need because Quickbooks online payroll has mis or under informed me. 

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      Ethel_A12
      December 15, 2023

      Thank you for getting back to us @WVElizabeth.

       

      The timeframe I provided which is thirty to forty-five calendar days if their usual range to work for correction requests.

       

      In the instance that you will not receive an update from the Tax Operations team after 45 calendar days, I recommend reaching our Customer Care team again to follow-up on your request.

       

      I'm adding this article that you can read to help you learn about reports to use if you want to enter prior payroll in QuickBooks Online: Learn about reports to use to enter prior payroll.


      Don't hesitate to click the Reply button below if you have questions about payroll correction. I'm always here to help. Have a great day.

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