The worst experience every with a payroll company

36 days.  That's how long my payroll account has been on hold. Hours on the phone, always told 24-48 hours.  Never get contacted.  Emails asking for additional information go to a blank page or do not instruct me what is needed.  All this - at the end of the year.  I can't pay employees.  My taxes are not being filed (which I pay for).  Can't process W2s.  Nightmare.  It's truly remarkable to me that this is possible.

PART 1 (the bad part). In early October there was a fraud attempt on my account.  Thankfully, Quickbooks acted quickly and caught the actors before much damage was done. Yet - even with that quick action, it took 14 DAYS to regain access to payroll.  I spent endless hours on the phone and ultimately had to escalate it way up the chain.  The problem?  My account was under "Middle Name, Last Name" but my ID is "First Name, Middle Name, Last Name."  This threw them for such a loop and no matter how many times I explained it things went nowhere!  I simply don't think this is a big deal.  The name is on my ID.

Part 2 (the nightmare part).  Again, on December 22 there was a fraud attempt on my account.  They changed the bank information for all of my employees at 2 companies.  Tens of thousands of $$.  This time, Quickbooks did NOT catch it.  Fortunately, by this time I was checking all of my accounts frequently - so I caught it myself before the large paychecks were processed.  Now, I am sitting here with no payroll on January 27th.  That's 36 DAYS.  I call over and over and over.  The same thing every time.  They need more information to remove the account hold.  However, after each call I am either i) not contacted, or ii) I receive emails with links to cases with blank pages or no request for any specific information, just instructions how to secure my computer and a link to upload documents.  But what documents?  It doesn't say.

Currently I have no access to payroll.  I have been told to run manual payroll.  Yeah, I know I can do that but what an incredible nightmare for taxes, W2, etc. Not to mention I am paying QB!  All of the fraudulent paychecks still show up in my reports, so I can't even send my employees W2's manually.

So - I have opened up a payroll account with another provider.  But, what do I do about W2 and taxes? 

Not to mention, why is it so easy to hack QB payroll?  After the first fraud attempt I tightened up my security.  Yet, just 2 months later hackers were able to get in and change every single bank account.  No one noticed.  I never received any texts, emails or other notifications about these changes happening.

This is the worst experience I have ever had with any online business service.  My advice - stay away.