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thevaultnc1
Level 1

How do I know if any action is being taken on my issue

When I started my quickbooks account (first week of June), I encountered an issue right away.  The software would not accept the county my business is in.  After entering the address and zipcode, it asked me to select my county and gave me 3 options.  None of the 3 options was the actual county my business is in. 

 

The folks I spoke to acting like I didn't know what I was talking about so I told them to check the address on the USPS site.  They then realized I was right so they said they would correct the issue. 

 

Now, almost 2 months later, still no resolution.Its very hard to reach Intuit by phone right now, but when I have I get the answer that they will reach me by email when resolved. 

 

I'm beginning to believe no one is actively working this issue.  How to I find out?  I can't allow any automation of tax payments to occur as I must ensure the right entity gets the money.  There may even be other issues that I'm not aware of due to this.

4 Comments
Joesem M
QuickBooks Team

How do I know if any action is being taken on my issue

This is not the kind of service we want you to experience, @thevaultnc1.

 

Our priority is to ensure that customers like you are satisfied with our service. I would love to help. However, since checking the status of the issue requires your account information, I suggest contacting our support again. As they have the tools to pull up your account in a secure environment and answering any questions you may have.  

 

 Here's how to connect with our Customer teams:

 

  1. Sign in to your QuickBooks Online company.
  2. Go to Help (?) at the top right.
  3. Select Contact Us.
  4. Enter a brief description of your concern in the What can we help you with? field.
  5. Click Let's talk.
  6. Select Get a call or Get a callback.
  7. Enter your contact information.
  8. Select Confirm my call.

 

 Please take note that due to the ongoing pandemic, our phone and chat support channels are only open between 6:00 AM to 6:00 PM from Monday-Friday, and from 6:00 AM to 3:00 PM on Saturday. Here's a quick guide for more details: Support hours and types.

 

Also, you can watch our video tutorials and QuickBooks Blog for tips and tricks to learn your way around in QuickBooks. 

 

If you have any other issues or concerns, please let me know by dropping a comment below. I'm always here to help. Take good care, @thevaultnc1.

thevaultnc1
Level 1

How do I know if any action is being taken on my issue

Yep, that's exactly what I've been doing.  For starts, its very hard to get someone.  And when I do, they just say I'll get an email when its fixed.  But I honestly don't think its being worked at all.

 

Additionally, I have two other issues that are very frustrating and I have no solution.

 

1.  I have one employee that got direct deposit previously and all of a sudden, it just stopped working and I have to do a check for that one employee.  Very frustrating for my business and my employee.  I have double and triple checked the account and it is entered accurately.  She even went to the bank to verify the numbers.

2.  The online payroll system is not recognizing my business checking account for the purpose of paying for the service.  It works to pay my employees and also works for the bookkeeping part of quickbooks but not to pay for payroll.

At this point, I am going to start looking at other alternative services if I can't get these issues resolved.  Its very frustrating and embarrassing as an employer.

LieraMarie_A
QuickBooks Team

How do I know if any action is being taken on my issue

Hey there, @thevaultnc1.

 

Currently, we have an ongoing investigation about the direct deposit stopped working. Rest assured that our engineers are currently investigating and working on an immediate fix.

 

I encourage you to reach out to our Customer Support Team. This way, they can add your account to the list of affected users so that you will be notified of any updates on the investigation's progress via email. You can provide the INV-40485 code for easy tracking.

 

They can also help verify your account and check why you're unable to pay for payroll using your business checking account.

 

Here's how to contact our support:

1. Go to Help.

2. Click on Contact Us.

3. Enter your questions or concerns and click on Let's talk.

4. Choose either Start a chat or Get a callback.

 

Due to the ongoing pandemic, we have limited staffing and have reduced our support hours to 6 AM-6 PM PT Monday-Friday. For more details about our support availability, refer to this article: Contact Support

 

In the meantime, you can refer to this article for the list of errors and its resolution: Fix direct deposit issues.

 

Don't hesitate to comment below if you have other questions. I'm always around to help. Have a great day.

thevaultnc1
Level 1

How do I know if any action is being taken on my issue

All 3 of my issues have been reported to customer support.

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