Hello Quickbooks team,
We (Glencadia Corporation) are new customers to Quickbooks and Timesheets WorkForce at Intuit. I am the president and sole owner of the company. We had several bank accounts linked to the Quickbooks account. By linking all accounts, I was hoping that accounting could be streamlined and we could easily produce reports for any possible loans and for taxes.
We have a heavily used primary bank account with a local credit union - Hudson Valley Credit Union (HVCU), another account with a local bank the Bank of Greene County, and an account with Bank of America that was almost never used. When we ran payroll for the first time two weeks ago, Quickbooks payroll defaulted to Bank of America. In every case, we had chosen HVCU but when we logged out for just and minute and logged back in, the system reverted to Bank of America. From our point of view as users, someone at Quickbooks seems to have determined that larger banks, such as BOA, are easier to deal with and link up more commonly and smoothly and BOA has to be de-selected every time you do any transaction.
In any event, when we ran payroll for the first time with direct deposit, your system attempted to fund payroll from a BOA account with almost no funds while the money to pay staff sat in HVCU. Once we realized the issue and understood that the wire instructions, although indicating BOA, did not pertain to any of our own accounts, we wired the money to cover payroll within a few hours of the mistake, which is not entirely our mistake but due to the preferences of the system, as it routinely defaults to BOA.
Somehow, after a glitch on Quickbooks end, this automatic defaulting to one account (while reversible each time, we did not assume that every transaction would require us to re-select and re-link our primary bank account), Quickbooks AI determined that should be shadowbanned from payroll and otherwise treated badly and blacklisted.
We have already committed to using Quickbooks for the time being, as we have invested time and money in setting up our accounts and it makes closing and moving to another vendor difficult, but our "welcome" to this system has been anything but smooth and helpful. We are not happy customers and certainly would not recommend anyone else come over to this system but consider the other options carefully first, Gusto, etc. I am also researching a transition to another vendor. Verbal/voice customer support with Quickbooks is unintelligible due to poor line quality and accent differences between countries, answers vary whenever we call, text support is not available, and we spend an inordinate amount of time trying to contact customer support to correct a glitch on your end, paying staff time to fix your problem. We did not want BOA to be our primary account- that was your error.
Presumably, based on our short experience at QuickBooks, no human with any authority will read this letter that I obviously took time out of my busy day to write, no one will attempt to compensate us for losing money due to a glitch on your side, and no improvements in your payroll system will occur. That is my prediction.
Sincerely, Will
