How do you file a complaint against Intuit?It’s now February, I have been trying to have an issue from December resolved and nobody helps. They put me on hold for hours!

I have charges pending from the UK, in Euros!! Never bought anything in Euros!!

Hello there, @drlaurenprimiano.

This isn't the kind of service we want you to experience. I may haven't personally experienced what you've gone through, but know that you have the right to be heard, and I'm here listening to you.

That said, want to make it up to you in the Community space. 

Can you provide details on what you're having issues with within QuickBooks? The Community Team and other users might be able to help you out. 

Our articles might have something that can help, too. You can click on this link. 

I know you already contacted us multiple times, but I still suggest working with our phone representatives again to get the details you need. You can also request for a supervisor to handle the case and look into your account.

Here's how to reach them:

1. Go to the Help menu.
2. Choose Contact Us. 
3. Enter your specific concern in the What can we help you with? box. 
4. Click Let's talk. 
5. Select Get a callback. 
6. Enter your contact details. 
7. Hit Confirm my call. 

In regards to your concern, @juliecrossen1.

You can contact our Customer Support Team. They can access your account securely and provide further information about the charge and help correct this issue. Just follow the steps above on how to reach them.

Just in case, I'll be adding the contact steps for your reference. To reach us on time, our Live Help is available from 6:00 AM to 6:00 PM on weekdays and 6:00 AM until 3:00 PM on Saturdays.

Please know that you're always welcome to comment below if you have other concerns about QuickBooks. I'm just around to help. Take care always.

Thank you for your reply. I have tried all the steps you recommended multiple times with no resolution. I have been disconnected numerous times and when ask to speak with a supervisor I am put on hold for 45-90 minutes and then disconnected. I have been told a supervisor or payroll expert will call me back and that has never happened.  As a business owner I am appalled by the lack of customer service, the complete lack of accountability of a company, and the dismal infrastructure to problem solving. 
1. Dec 18 contacted customer service by phone for FFCRA payroll correction help. Was told an email would be sent and never received one.

2. Dec 24 contacted customer service again by phone. Was on hold 48 minutes until someone could figure out how to email Excel Payroll Correction spreadsheet. Dec. 27 Uploaded Corrected Documentation. Case:[removed] 

3. Jan 8 Intuit replied they received the documentation and had not assigned a specialist yet. The fee I would have to pay was listed though. 

3. Jan 11 called Intuit to check on status. Was told my case was under review and that there was no way for the customer service rep to know how far along the  correction was in the review process. On hold another 40mins. 

4. Jan 13 received an email that the correction was completed. However, the "correction" made the problem worse and was done completely incorrect. 

5. Jan 13 I replied by email that the problem was worse and never received a response from Intuit Payroll. No one replied back. I also contacted customer service by phone, was on hold another 45-60minutes and they said they needed to open another case #. 

6. Jan 14 received email that my original case was going to be closed if everything was to my satisfaction, I replied via email with an Excel sheet and detailed explanation about what was still incorrect. No reply. 

7. Jan 17 emailed again about my case status. No reply. 

8. Jan 18 contacted customer service by phone. 44 minutes and no resolution, Would not forward my call to a payroll rep. Tried to give me a new case number again. Put me on hold and disconnected my call. 

9. Jan 21 contacted customer service by phone. No help and put on hold again. 

10. Jan 25 Emailed New Case number rep. No reply. No resolution. 

11. Jan 27 contacted customer service by phone. No help and put on hold again. Given another case #. When I commented that I needed this information for my staff to receive correct W2s and to file a correct 941 by the electronic deadline tomorrow I was told that I had to call back tomorrow and they would push my case through, but they couldn't do it today because it was still in review. 

12. Jan 28 attempted to reach Customer Service by phone.... no one ever called back. Could not push through case or file electronically. 

13. Feb 1 was on hold 3 times and INTENTIONALLY disconnected each time and no resolution. I repeatedly asked to speak with a supervisor and the woman ignored me then would put me on hold for 1 hour and 53 minutes the first time, 40 minutes the second, and 19 minutes the third before just hanging up on me while I waited. And the third person had the audacity to request I not give her a bad review because I had such bad experiences all day. How about work and don't be worried about the review.

I would like to point out that I never yelled or used harsh words. I repeatedly asked for help and refused it. 

This is unacceptable. There is no employee accountability and no company integrity. I have decided to no longer waste my time attempting to encourage Intuit Payroll to do their job, but will use my time to find a new payroll company. 

Thank you for your reply. I have tried all the steps you recommended multiple times with no resolution. I have been disconnected numerous times and when ask to speak with a supervisor I am put on hold for 45-90 minutes and then disconnected. I have been told a supervisor or payroll expert will call me back and that has never happened.  As a business owner I am appalled by the lack of customer service, the complete lack of accountability of a company, and the dismal infrastructure to problem solving. 
1. Dec 18 contacted customer service by phone for FFCRA payroll correction help. Was told an email would be sent and never received one.

2. Dec 24 contacted customer service again by phone. Was on hold 48 minutes until someone could figure out how to email Excel Payroll Correction spreadsheet. Dec. 27 Uploaded Corrected Documentation. Case:[removed] 

3. Jan 8 Intuit replied they received the documentation and had not assigned a specialist yet. The fee I would have to pay was listed though. 

3. Jan 11 called Intuit to check on status. Was told my case was under review and that there was no way for the customer service rep to know how far along the  correction was in the review process. On hold another 40mins. 

4. Jan 13 received an email that the correction was completed. However, the "correction" made the problem worse and was done completely incorrect. 

5. Jan 13 I replied by email that the problem was worse and never received a response from Intuit Payroll. No one replied back. I also contacted customer service by phone, was on hold another 45-60minutes and they said they needed to open another case #. 

6. Jan 14 received email that my original case was going to be closed if everything was to my satisfaction, I replied via email with an Excel sheet and detailed explanation about what was still incorrect. No reply. 

7. Jan 17 emailed again about my case status. No reply. 

8. Jan 18 contacted customer service by phone. 44 minutes and no resolution, Would not forward my call to a payroll rep. Tried to give me a new case number again. Put me on hold and disconnected my call. 

9. Jan 21 contacted customer service by phone. No help and put on hold again. 

10. Jan 25 Emailed New Case number rep. No reply. No resolution. 

11. Jan 27 contacted customer service by phone. No help and put on hold again. Given another case #. When I commented that I needed this information for my staff to receive correct W2s and to file a correct 941 by the electronic deadline tomorrow I was told that I had to call back tomorrow and they would push my case through, but they couldn't do it today because it was still in review. 

12. Jan 28 attempted to reach Customer Service by phone.... no one ever called back. Could not push through case or file electronically. 

13. Feb 1 was on hold 3 times and INTENTIONALLY disconnected each time and no resolution. I repeatedly asked to speak with a supervisor and the woman ignored me then would put me on hold for 1 hour and 53 minutes the first time, 40 minutes the second, and 19 minutes the third before just hanging up on me while I waited. And the third person had the audacity to request I not give her a bad review because I had such bad experiences all day. How about work and don't be worried about the review.

I would like to point out that I never yelled or used harsh words. I repeatedly asked for help and refused it. 

This is unacceptable. There is no employee accountability and no company integrity. I have decided to no longer waste my time attempting to encourage Intuit Payroll to do their job, but will use my time to find a new payroll company. 

I understand what you've been through regarding the recent experience with our customer support team, whytho2000.

I'll take note of your feedback as means of improving the services and experience that we can offer to you. If you still need help, please feel free to provide any details about your concern. I'd like to make sure this is taken care of. 

The Community is always available to help you 24/7. You can post your questions here. Take care and stay safe!

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@drlaurenprimiano wrote:

I have decided to no longer waste my time attempting to encourage Intuit Payroll to do their job, but will use my time to find a new payroll company. 

 

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@drlaurenprimiano 

Explore this time tracker app with the payroll feature

http://hubstaff.com?oid=1&affid=94

I've been having an issue since December.  SOOOO many calls to tech support.  They assigned me a cased number.  What a joke , still no call back.

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@office4you wrote:

I've been having an issue since December.  SOOOO many calls to tech support.  They assigned me a cased number.  What a joke , still no call back.

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@office4you 

Which numbers did you call?

You can't even call a number.  I  have to send "get a call back" and someone calls.  Never able to help with the issue.

How  about you help me get into  my icloud  services for employees to invite  them to see  payroll.  3 months, can't get in.

I am BEYOND frustrated with QB intuit online payroll. Since the "upgrade in April" I have NOT been able to access our payroll to run our semi-monthly payroll. I have a case number, have called 2-4x a week only to be put on hold for hours and told they are still working on it. WTH? I asked how I can file a formal complaint and they told me I could not because I signed an agreement that these things could happen. SO OVER IT!! I am hoping someone here can recommend a new payroll provider with decent customer support. 

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@mbedlington wrote:

I am hoping someone here can recommend a new payroll provider with decent customer support. 

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@mbedlington 

We may recommend one. Contact us in private if you are not a troll.

worst customer service I've ever had the displeasure of dealing with.  Literally don't have enough people for tech support - online chat is terrible - and because they take soooooo long to respond I get cut off the chat line.  worst experience - when you're using an accounting software to run your entire business - and you're not able to access it for days - it's a huge problem!!  there should be some type of escalation line - I am now looking at another accounting software - thanks for NOTHING quickbooks!

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@debmitchell wrote:

I am now looking at another accounting software - thanks for NOTHING quickbooks!

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@debmitchell 

Many options in the market to explore. Contact us in private to purchase our conversion service.

I AM SO SICK AND TIRED OF THE QUICKBOOKS/INTUIT RUNAROUND.  ALMOST IMPOSSIBLE TO GET HELP.  

My Quickbooks online payroll told me I had taxes due...so I paid them.

Now they are saying it was an overpayment and I needed to "contact them to resolve"...but of course no way to actually contact them.   When I click on the "help" icon absolutely nothing happens.

Looked up a help number online.  I have been transferred twice now to people that tell me "I don't do payroll...I don't know why you were transferred to me."  Have been on hold for 22 minutes and counting...

I know the pressure of having taxes that are long overdue and how you want to resolve this that's why you contacted us. I'm here to make sure that everything is taken care of, alysasmith6.

Generally, not all tax overpayments are valid. If you have received a credit notice for an overpaid payroll tax from the IRS or state agency, you'll have to determine if the tax notice is related to the services that we provide. Please know we handle IRS forms 941/944, 940, W-2, state unemployment insurance, state withholding tax, and local withholding taxes if applicable. To make sure that your concern will be addressed as soon as possible, follow the process below. 

1. Handwrite your Federal Employer Identification Number (EIN) on the first page of the tax notice you received.
2. Email each federal or state notice to taxnoticeresolution@intuit.com.
   • Note: the notice must be included as an attachment to your email.  Acceptable formats include .pdf, .jpeg, .doc or .docx, .xls or .xlsx, .tiff.
3. If you have more than one notice of discrepancy, please send each one in a separate email.
   
   

After we receive your email, it's routed to our research queue. You'll receive a confirmation to let you know how long will it take for us to research the notice. Then, a tax specialist will email you confirming the required resolution. For the complete information, go through this article: What To Do If You Receive A Tax Notice.

However, if there's a need to contact our payroll team, you can reach them again by following the steps below: 

1. Click the (?) Help icon and enter Talk to a human (then type it again when prompted).
2. When asked by the bot, enter your concern.
3. Select I still need a human, then proceed with Contact us or Get help from a human.
4. Choose either Chat or Callback.
   
   

Sometimes, you may notice that nothing happens when you're in the process of contacting our payroll support team, you may need to repeat the process again. They may be receiving a high volume of calls as of the moment that's why they're unable to accommodate all your calls. Please bear with us. 

Additionally, you may want to view useful information about your business and employees. Please take a look at this article for more information: Run Payroll Reports.

Let me know if you have questions about your taxes. As always, I'll be right here in case you need additional assistance. 

I will also begin filing a formal complaint. I have not had access to my company’s payroll since June when this migration began. I keep getting the response that “I will talk to the Engineers” or “the Engineers are working to resolve your problem”. Really, somebody has had to process my payroll for three months in a row now, submit my tax payments and provide me with reports. You mean to tell me why nobody can’t provide me with my own access after this migration?  I have at random times been able to get in, but the next day not. I will be formally filing a complaint with the BBB because this is inefficient customer service. I have been with this company for several years and their customer-centric focus is not showing through at all.  Very disappointed.  I can’t get on the website or on the app. I get the “you are not authorized” on the app even though I can see I am paying for the subscription. Come on Quickbooks/Intuit!  I work for a Corp who also went through a reorg/migration process and we worked very hard to get issues solved within a reasonable amount of time. 3 months is not a reasonable amount of time for me not to have access to my payroll so I can process in a timely manner. 

I wish I could make it better, Cndywtt.

I know this has been very frustrating not being able to access and process payroll after the migration. If this has already been escalated, rest assured we are taking this seriously and that you'll be receiving updates on the case. However, if you haven't called our payroll support team yet, I suggest contacting them so they can assist you further. They have the proper tools to pull up your account in a more secure way. To reach them, you can follow the steps below:

1. Click the (?) Help icon and enter Talk to a human (then type it again when prompted).
2. When asked by the bot, enter your concern.
3. Select I still need a human, then proceed with Contact us or Get help from a human.
4. Choose either Chat or Callback.
   
   

However, if you'd still want to submit a formal complaint, you can also inform our support team so they can guide you on how to do it. In addition, I have provided this article just in case you'll already have access to payroll: Get Started With Payroll.

Reach out to us if you have any concerns about payroll. We're here to make sure that you'll get the help you need. 

The last four days of dealing with quickbooks support staff has been the worst experience with customer support i have ever had, today being the worst. Started today at around 1:30 and was hang up on twice at around 9 pm eastern today after explaining my issues several times to at least 5 different people, most of which had no business assisting me with the problems I'm having . Why would i be transfered to someone from payroll for a syncing error with a third party app.

Here is the error, Invalid Reference IdLine.SalesItemLineDetail.ItemRef , clearly that is not an issue for a sales team member or a payroll member of which I was passed around too multiple time today. All day today it seemed all they were doing was wasting my time doing their best to see how far they push me before I would explode over the phone to them. I was passed around just for fun, it took me 1 minute of searching on you-tube to find what appears to be one of their coding engineers discussing the very issue I'm having with quickbooks in January 2015, and that its a coding error in quickbooks software with my account. Is there anywhere I'Il can go to file a complaint with some repercussions for all those involed for wasting my time. I have talked to eleven people over the last week with the first suggesting I go watch some of Hectors tutorials on quickbooks and that'll fix my problem, the second spent the whole twenty minutes coughing and hacking into the phone the whole and the rest just keep asking the same questions over and over, do they not takes notes. I mean really if i treated customers they way I've been treated over the last week especially the way I've been treated today I would no longer be in business. It is absolutely disgusting. almost two days of lost income because a company dosent want to stand behind their product and offer the correct support where it is needed. 

The last four days of dealing with quick-books support staff has been the worst experience with customer support I have ever had, today being the worst. Started today at around 1:30 and was hang up on twice at around 9 pm eastern after explaining my issues several times to at least 5 different people, most of which had no business assisting me with the problems I'm having. Why would I be transferred to someone from payroll or sales for an error code sent to the  third-party app error log from quick-books.

Here is the error generated by quick-books and sent to the third party app error log , " Invalid Reference Id: Line.SalesItemLineDetail.ItemRef  " , clearly that is not an issue for a sales team or a payroll member of which I was passed around too multiple times today. All day today it seemed all they were doing was wasting my time and doing their best to see how far they push me before I would explode over the phone in a rage to them. I was passed around just for fun, it took me all of one minute of searching on you-tube to find what appears to be one of their coding engineers discussing the very issue I'm having with quick-books in January 2015, and that it’s a coding error with-in my quick-books account. Is there anywhere I can go to file a complaint with some repercussions for all those involved for wasting my time? I have talked to eleven people over the last week with the first suggesting I go watch some of Hector’s you-tube tutorials on quick-books and that a little more accounting knowledge will fix my problem, the second spent the whole twenty minutes coughing and hacking into the phone, and the rest just keep asking the same questions over and over, do they not take notes. I mean really, if I treated my customers the way I've been treated over the last week especially the way I've been treated today I would no longer be in business. It is absolutely disgusting, almost two days of lost income because a company does not want to stand behind their product and offer the correct support where it is needed. 

Hello, crowesmobile. 

This isn't what we want you to experience. I would also feel the same if I'm being passed around with no resolution. That said, I'd like to make it better for you by helping you resolve the Invalid Reference Id error code. 

The message suggests that it has something to do with your sales items. You might've checked this with our support, but let's review your products and services in QuickBooks. Look for inactivated items that can cause the error message.

Here's how: 

1. Click the Gear icon, then select Products and services. 
2. Open the Filter menu.
3. Set the Status to Inactive.
4. Click Apply.

Check the items with the (deleted) tag beside them, then reactivate them by clicking the Make active link to resolve the error message. 

I would also check your third-party's app settings and review the correct steps in syncing the products and services in QuickBooks. 

Also if you want to proceed to file your complaint, you'll want to contact our support. That way, our agents will be able to raise your concerns to the correct department. Follow the steps provided by MariaSoledadG.

If you also need to take care of your bank transactions after fixing the issue, you can check this article for a guide: Categorize and match online bank transactions in QuickBooks Online.

Should you have any other concerns, you can always post here in the Community space. I'm always here to listen and ensure your needs are taken care of. 

I have followed this thread because I am also looking for a way to file a complaint.  Your solution is not a valid one, since every time I contact support, I get the same person, and he's the one that takes forever and then disconnects. Yesterday, it took over an hour after he connected to the chat to ask for my company information, and he had the nerve to say before that he was researching my problem.  How could he research anything without knowing who I was?  Why would I hope that he could adequately guide me to file a complaint?  Why isn't there a straight up email address to contact?

I am normally ok with Intuit, but the number of glitches with this QBO software, and hours upon hours spent waiting for support is the worst experience ever.

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@dLearned wrote:

I am normally ok with Intuit, but the number of glitches with this QBO software, and hours upon hours spent waiting for support is the worst experience ever.

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@dLearned 

Consider switching to QB Desktop or another accounting app.

Desktop wouldn't be a viable option, as I log in from multiple computers and locations, so the online version makes more sense.  I'll definitely be looking at other software options as my renewal approaches.