cancel
Showing results for 
Search instead for 
Did you mean: 
Experienced Member

subscription to paypoll

Last February, I purchased and installed Desktop Pro 2018 with payroll enhanced. I have only one employee and this version includes one employee. I says so right on the box. This has also been confirmed by the support staff I've spoken to. Ever since I installed it, I have been getting dinged $2.12 every month for the service that is supposed to be included with the package. At first, I called Intuit and spent the better part of an hour getting the charge reversed. After a couple months, it happened again. and again I spent time getting it cleared up. So when it happened yet again last month, I contacted my credit card company and disputed the charge. They replied after a few days that the charge was reversed. Now however, I cannot write a check because my subscription is not activated. I cannot understand why this is so difficult for Intuit to figure out. They sell a product and do not, apparently, understand how to manage the billing.

I am exceptionally frustrated with the entire thing and I hope something can be done to clear this up. This is a small business product that doesn't understand that small businesses don't have hours to spend correcting billing with Intuit.

I also take issue with Intuit requiring a credit card to be on file, even though nothing should be getting charged to it.

9 Comments
QuickBooks Team

Re: subscription to paypoll

We appreciate your feedback, fed up with charges.

 

Your business and satisfaction is important to us. I'm here to share with you some information about payroll fees for QuickBooks Desktop.

The Intuit fees may vary depending on the type of service you have. Let me provide this article that'll help you see the details of your payroll fees and charges in QuickBooks Desktop: https://community.intuit.com/articles/1437210

 

In addition, the purpose of having your credit card information on file is for the automatic renewal of your payroll subscription after a year of activation. This is also used for the employee usage fee depending on the numbers of employees you have to run payroll to every month.

Since Community is a public space, we'll need to pull up your account in a secure environment. I'd recommend contacting our QuickBooks Payroll Team. They have the tools to check the details of the fee and explain why you're being charge for $2.12 monthly. 


Here's how you can reach them:

  1. Go to: https://help.quickbooks.intuit.com/en_US/contact.
  2. Choose a product.
  3. On the Contact Us page, click the Payroll link from the sentence below I have a question about Payroll I Payments.
  4. Click the Basic, Standard & Enhanced button.
  5. Choose Account button.
  6. Click Order and Payment History.
  7. Click View Contact Info.

I'll be right here if you have more questions about payroll fees. I'd love to discuss it more with you.  

Experienced Member

Re: subscription to paypoll

Hi,

 

I'll try to do this as briefly as possible and in the same order you responded.

I had not been charged in prior years.

I purchase the version (Payroll Enhanced) because of the included one employee. I mentioned this before.

I don't want automatic rebilling. Period. The number of employees doesn't change. 5 years now.

There is no "Payroll link from the sentence below I have a question about Payroll I Payments", using the link you supplied.

We will surely discuss off line, since Intuit has hamstrung my accounting.

Shall I bill Intuit for the time I've already wasted on this issue?

Moderator

Re: subscription to paypoll

Hi there, fed up with charges.

 

Thank you for getting back and providing extra details. I can share some insights about stopping the auto-renewal of your payroll subscription.

 

Yes, you're correct. One employee is free of charge ($2) when purchasing the payroll subscription from a retail store. As much as I'd love to get this handled directly, verifying the charges on your account requires your company credentials, which I am unable to do in this public forum.

 

You may need to get in touch with our Phone Support Team again for them to view the details of your charges. Please follow the steps below to get their updated contact number:

  1. Visit this link: https://payroll.intuit.com/support/contact/?infosrc=qs&service=16.
  2. Select the payroll subscription you’re using.
  3. Select a topic.
  4. Click View Contact Info to get the phone number.

On the other hand, there's an option to stop the auto-renewal of your payroll subscription. I'll show you how:

  1. Click Employees.
  2. Choose Payroll Service and click Account/Billing Info.
  3. Sign in using your Intuit Account Login.
  4. In the Service Information section, click the Cancel link.
  5. Confirm the cancellation by clicking the "Cancel on Next Billing Date" button. This will stop the auto-renewal of your payroll subscription and will set it to expire but you will still be able to consume the rest of the period that your service has been paid for.

You can refer to this article for further information: Cancel Standard, Enhanced, or Basic payroll service.

 

That should be enough information to answer your concern today.

 

And of course, I’m here to help you if you have other questions. Please also keep me posted on how the call goes. I'd like to make sure this is taken care of.

Experienced Member

Re: subscription to paypoll

On the phone now with support. 10 full minutes on hold while they "found" my account. They have offered to re-activate my account but they are back to charging me the $2 again.

Again - my version (retail) includes one employee for one year.  I should not be charged at all. The tech agrees that I shouldn't be charged. He is a very nice guy. Pleasant and courteous.

20 minutes into the call. Subscription reactivated and I'm able to create a check. The tech is now checking with the supervisor. I have been through this before.

35 minutes total. I have assurances that I will not be billed again.

I really hope that's true.

 

 

 

QuickBooks Team

Re: subscription to paypoll

Hi there, fed up with charges,

 

Thanks for keeping us posted about your billing concern.

 

I want to ensure this issue gets resolved immediately. However, we're unable to pull up your account information or billing history in this public forum. Since you already reached out to our Phone Support Team, they should be able to track the charges and review why you're still getting the per employee fee charge.

 

You can also request the case number of your conversation for your reference.

 

Please feel free to fill me in on the outcome, fed up with charges. You are always welcome to post here if you have any other questions or comments. You got me here to help you.

Experienced Member

Re: subscription to paypoll

So here we are in June and guess what?

Payroll subscription is cut off again.

Why? Well for non payment.

Can you please tell me what is so difficult about setting my account up so that I don't get charged?

 

QuickBooks Team

Re: subscription to paypoll

Hello, fed up with charges.

 

I appreciate you taking the time to reach us back. I can bring some clarifications about the payroll process in QuickBooks Desktop.

 

QuickBooks Desktop Payroll has this auto renewal feature to avoid payroll service interruption and to make sure you're able to run payroll continuously.

 

However, if you wish to stop this auto renewal feature, you may need to get in touch with our QuickBooks Payroll Team. As much as I would like to take care of this here in the Community, I'm unable to do so for this is a public space. Our payroll specialist can pull up your account in a secure environment and cancel the auto renewal of you payroll subscription.

 

Here's how you can reach us:

  1. Click Help at the top menu and select QuickBooks Desktop Help.
  2. In the Have a Question? window, click Contact us.
  3. Enter the details of your concern and click Continue.
  4. Choose how you want to reach them and enter the needed information.​

For more information on how to contact our support team, you can visit this article: Customer Care Team.

 

This time, you should no longer be automatically charged for payroll.

 

Be sure to get back to me if you have other questions about payroll process. I'm always here to help.

Experienced Member

Re: subscription to paypoll

It looks like this expiration was in-fact, legitimate. In December when I had this subscription problem, the tech a spoke to informed we that I could purchase the next version for a price that was actually competitive with the price I had been paying from Amazon. I was assured that it was the same product and that it included the payroll subscription. So I went ahead and purchased it and received an email with the codes. But, I never installed it. So in May the payroll finally ran out and that's where I ran into the subscription problem again.

SO.. I downloaded and installed the 2019 version and of course updated the data file. But the payroll still didn't work. When I called I was informed that, "Oh, no that doesn't include the payroll". I would never have considered purchasing it without it - after all, I was on a support call for that exact issue.

I'm at the end of my rope and I'm done with it. I want a refund and I'll figure something else out. The time I've already wasted on this is unbelievable. Of course I am now in a situation where I have to restore the prior version, wasting even more time. Even worst that that, I find that because my (4 years) retired partner is listed as the primary, it will take at least a week, a form and a driver's license to change ownership.

The quality of customer service at this company is the worst I've experienced in all of the 28 years I've been in business. What a shame.

Highlighted
QuickBooks Team

Re: subscription to paypoll

Hi there, @fed up with charges.

 

I want to ensure customer like you are having the best possible experience while working with QuickBooks. I'll take note with this and pass along your experience here on my end.

 

However, if you wish to get a refund, I'd recommend getting in touch with our Support Team to check this further securely. For the support's contact information, you can check on the steps provided above, or you may check it here: Contact the QuickBooks Desktop Customer Support Team.

 

For more information about payroll services and features in QuickBooks Desktop (QBDT), you can read this article: QuickBooks Payroll Services and Features for QuickBooks Desktop.

 

Stay posted if you have any other QuickBooks or payroll questions, I'll always be here to help you. Have a great day ahead!