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a_stepstone
March 6, 2024
Question

Payroll Corrections Lack of Communication

  • March 6, 2024
  • 1 reply
  • 0 views

It's been nearly a month since we opened up a case with payroll corrections (again) for an issue that was supposed to have been taken care of back in the Summer of 2023. Alas, it's like we are back to square one for our issue. I understand the turnaround time, I understand it's tax season; but to go nearly an entire month with me having to call every other day, to every few days for any sort of update is frustrating, to say the least. 

 

All I am told is that they will put a note for the corrections team to contact us directly with any updates and we get absolutely NO correspondence, not even an email from the corrections team letting us know that they've even seen the notes that the multiple agents I have spoken to have added on there. We were under the full impression that his issue had been originally corrected when it was supposed to have been, and that was a huge headache in itself. It's incredibly frustrating to have to go though this again, especially with our taxes needing to be refiled as a result for the error that was caused by it not being properly handled the first time around. 

 

With the way things are going I do not have a lot of confidence in our issues being amended in time. Is there any possible way (besides calling and being given the same generic 'they're still working on it' answer that I've been given countless times before) to get in contact with the corrections department directly? Or to have someone from the department reach out and explicitly tell us what we should be expecting moving forward?

1 reply

F
FateCandylaneT
March 6, 2024

I recognize you've been through an ordeal when managing your payroll data, and I appreciate you bringing this to our attention, a_stepstone.

 

I understand your frustration when you're unable to get the real-time assistance you need, especially when handling payroll corrections of your account. Please know that this process requires sensitive information from your file and should be assessed in a secure environment since Community is a public forum and prioritizes customer data securely.

 

With this, it's best to contact our Payroll Experts Team again to seek up-to-date information on the status of your case, investigate further, and provide timely assistance in resolving this issue. Here's how:

 

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

 

 

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

 

In addition to that, I'm sharing this resource to help you review and submit payroll tax compliances of your file: Pay and file payroll taxes and forms electronically in QuickBooks Online Payroll.

 

We are grateful for your patience and understanding in this matter. You're always welcome to reply to this post if there's anything else you require further assistance with when managing payroll. I'll be around in this thread whenever you need additional help. Keep safe.

A
a_stepstoneAuthor
March 6, 2024

Hi FateCandylaneT, 

 

I really appreciate the response! However, I have contacted the Payroll Experts Team time and time again for updates regarding this case that we have had opened for a month and the only information they can tell me is that it is still an ongoing case. I was told before that the corrections department would contact us with an email once they started this correction and we received absolutely nothing. I've been told time and time again that they've added notes for the corrections department to contact us with updates and have yet again received absolutely no correspondence from them. If it wasn't for me calling every other couple of days to get updates we would never have even known that it was being worked on. 

 

I understand this is a busy, stressful time of year and I understand the timeframe involved in something as sensitive as doing corrections and redoing taxes ect. However, being left completely in the dark and having absolutely no other way to access information besides calling and getting the same exact response over and over and over again for an issue that is incredibly time sensitive as it is, is what's becoming the most frustrating part about this. 

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