An article written and posted by Intuit on QuickBooks support 5 months ago is attached to this post. I had Desktop Payroll Enhanced. It was discontinued as of May 31, 2024. According to the article:
- QuickBooks Desktop Payroll Standard and Enhanced — Your paychecks won't calculate any taxes. You won't be able to send payroll to Intuit for processing, including direct deposits, or send payments and filings using E-File & Pay. Your payroll subscription will be deactivated, followed by a refund for the unused part of your payroll subscription.
Will I receive a refund for my discontinued payroll service?
Yes, if you use QuickBooks Desktop Payroll Basic, Standard, or Enhanced. You'll receive a prorated refund in July for the unused part of your QuickBooks Payroll subscription. We'll process the refund to the credit card or bank account that we have on file for you.
This seemed fairly straightforward, and there is no indication anywhere in the policy that customers are required to take any additional action in order for the two underlined things to happen. Neither of them did. As of today, my subscription was still set to auto-renew in December despite the deactivation date being 5/31/24, and no refund had occurred in July.
I had an online chat today with a customer service rep who told me she'd cancel the subscription and process a refund with a proration date of today. I sent the link to the discontinuation policy in the chat and asked that the proration be based on the date of discontinuation of the software over two months ago, per the company's own published policy. I pointed out that there was no indication in the policy that any action was needed on the customer's part for there to be cancellation and a refund once the software was no longer supported after May 31. She said the policy I sent "is just an example," and refused to prorate in alignment with it.
Then I called on the phone. I read the article to the person I spoke with about how the discontinuation policy was not followed through on by Intuit in this case. I requested that an additional refund be added for the time between discontinuation and now. He said "I don't know, maybe they forgot to hit a button when it was supposed to be discontinued," and said he couldn't increase the refund.
I'm guessing I'm not the only person this has happened to. I'm looking into creating a class action regarding this. I'm hoping this post might help anyone in a similar situation. Please check to make sure that you get the refunds you are owed for discontinued products per Intuit's policy, and that your subscriptions are cancelled so that you aren't charged for something you aren't able to use.
