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kpayne
Level 2

Unresponsive Chat Sessions

Has anyone else tried to resolve a case that QB has given direction to follow up with, only to have people join the chat sessions, then leave, without any communication?  So frustrating.  There's no way to resolve the issue if they won't respond.  5 sessions, 3 different employees, no communication.

5 Comments 5
SashaMC
Moderator

Unresponsive Chat Sessions

Hey kpayne,

 

Thank you for joining the QuickBooks Community! This isn't the kind of service we want you to experience. If you don't mind, could you share what is going on?  I will do my best to assist you here! 

 

I will be looking forward to your response. Take care for now.

kpayne
Level 2

Unresponsive Chat Sessions

I have been trying since last week to correct the DOB for the primary principle.  When I entered it I mistyped it in one company I manage (it's correct on the other two).  Through 2 chat sessions I've submitted paperwork for it, but still received an email that they need more info.  I tried multiple chat sessions today, and each time the employee joined, then left, without any communication. I tried the call back feature with support, only to get a call back that I needed a different department.  I just need someone that can actually help with the case.

ChristieAnn
QuickBooks Team

Unresponsive Chat Sessions

Hi there, kpayne.

 

I appreciate you for coming back to the thread to add further details about your concern and what you've done. This isn't the kind of response that I'd like you to have when correcting the DOB for the primary principle. Also, the kind of service I want you to experience with the support. With this, I'll make sure you'll be routed to the right support team to help you fix this matter as soon as possible.

 

Since the Community is a public forum and changing the primary principal needs sensitive information, I suggest contacting our QuickBooks Support Team again. Issues like this must be handled by our QuickBooks Phone Support Team for security purposes.

 

You can click on this article to view additional information about changing the primary principal for your direct deposit: Change primary principal for Basic, Standard, and Enhanced Payroll. This also provides steps on how you can add a secondary principal.

 

Please open this article to view various information about different payroll tax forms and how it works in QuickBooks: Payroll 101.

 

Keep in touch with me if you have an additional concern about updating the details for the primary principle. I'll appreciate the opportunity to help. Stay safe and take care always. 

kpayne
Level 2

Unresponsive Chat Sessions

Thanks.  The Change primary principal for Basic, Standard, and Enhanced Payroll information that you gave has been used.  The form referenced and ID was submitted twice.  The call back option earlier did not work.  I was called back, only to be told they could not help and I would need to call the payroll division and a number was given to me.  I called that number and it says it does not work and to go through the software help, which is how I started this morning with the unresponsive chats.

LieraMarie_A
QuickBooks Team

Unresponsive Chat Sessions

I'm here to ensure your concern will be addressed right away, @kpayne.

 

Our Customer Care Support team has the tools to check your request status. I'd recommend reaching out to them again. Another way to contact them is by following this link: QuickBooks Desktop help.

 

When you click that, you can fill out the personal info. It will redirect you to an agent that can assist you with anything you need. You'll want to check our support hours here: Support hours and types. Then, click the QuickBooks Desktop drop-down arrow.  

 

Visit our Process Payroll page for more insights about running and managing payroll in QuickBooks.

 

If you have any other questions, feel free to post here anytime. Thank you and have a wonderful day. 

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