Does anyone know how to file a complaint with Quickbooks? I have been trying for months to resolve an issue to no avail and am hoping I don't need to hire a lawyer.

Any specific issue?

I can see you’re in a tough situation right now, Audrey.

Allow me to grab this opportunity to help you fix the issue you’re having with. Can you share with me more details about it? This way, I can provide you the best resolution for it. Any additional information can help us narrow things down.

On the other hand, you also have the option to contact our Support team. They have the right tools to look into your account and assist you further with your issue. If you wish to get in touch with them, you can follow these steps:

1. Go to the (?) Help icon in your QuickBooks Online (QBO) account.
2. Select the Search tab.
3. Click Contact Us.
4. Enter a brief discussion of your concern and click Continue.
5. Select either Chat with us (if you preferred messaging) or Give us a call.

You can also check this link for more details and ensure to review their Support hours to know when agents are available: QuickBooks Online Support.

In case you want to learn some tips and best practices in managing your QBO account, you can visit our QuickBooks Support page for reference. We have articles there that you can read for future guidance. 

Let me know if you have any other concerns or questions about your account. I’ll be around ready to lend a hand. Keep safe and stay well.

I can so relate to this message. We have been trying to reinstate 2 of our companies because of issues with our billing information. Note we responded to QuickBooks add to change our monthly billing into yearly billing and since 2!! months no one seems to be able to reinstate our companies and no-one proactively follows up on our complaints. We have close to 10 companies on QuickBooks, and I do know we are not a multinational but this is seriously hindering our business and management reporting. 

Do I sound frustrated? It's probably because I am! 

When you figure it out, let me know so I can join you.

Hi dd559,

It can be frustrating and disheartening when you've been trying for a long time to resolve an issue and you're not making any progress.

We'll help you from here. Would you mind giving us the details of your concern so we can find a solution to the issues you're experiencing right now? Thanks in advance.

I have been on with Quickbooks support again since 3:30 pm. (3 hours) I have asked to escalate our situation because I was on the phone with them for two hours last week.  The supervisor that I spoke with told me that because we cannot fix this situation here, I needed to send the file to quickbooks for repair.  We were able to temporarily fix the stuck checks by unchecking the direct deposit box on the stuck paychecks.  I was able to process my 1/3/23 payroll.

When I was reconciling my bank statement today, I was off by approximately $10K.  I downloaded this year checking account register from the trial balance.  When I was reconciling the transactions, I discovered that the difference was because of the stuck paychecks that quickbooks had me uncheck.  The total payroll amount came out of the checking account, but also the amount of the checks that were stuck.

I went back into the checks and checked the direct deposit box and my bank statement came out to the penny.  But by doing that, my checks became stuck again.

During troubleshooting, we had to go into each check and add a line and save it, then go back in and delete the line and save it.  This was unsuccessful.  So the next solution was to uncheck the direct deposit box.  I refused to do this because we have already done all of this before.  I was simply calling to have my file sent to quickbooks, like the supervisor from last week told me to do,and have spent over two hours on the phone again.  This support person said no, i could not send the file. Our session was then disconnected.

If i uncheck the direct deposit box, then my bank statement is wrong.  The original amount of the total paycheck run includes the check amount and then the check amount is deducted again.  I do not know whether the support person knows accounting or not, but that is double deduction.  I cannot do a journal entry to fix this because i do not know the credit side of the entry.

Can i go back to the total payroll deduction and reduce the amount so that it is not including the stuck check?

I have been struggling with this stuck check issue since we converted to enterprise.  I honestly believe that the install was corrupted or something.  I spent days on the phone with tech support trying to get the program running.

I just want to fix this so that i can do the next payroll and to file my final payroll quarterlies along with w-2's by the federal guidelines.

Any help or guidance on this issue would be greatly appreciated.

I have been on with Quickbooks support again since 3:30 pm.  I have asked to escalate our situation because I was on the phone with them for two hours last week.  The supervisor that I spoke with told me that because we cannot fix this situation here, I needed to send the file to quickbooks for repair.  We were able to temporarily fix the stuck checks by unchecking the direct deposit box on the stuck paychecks.  I was able to process my 1/3/23 payroll.

When I was reconciling my bank statement today, I was off by approximately $10K.  I downloaded this years checking account register from the trial balance.  When I was reconciling the transactions, I discovered that the difference was because of the stuck paychecks that quickbooks had me uncheck.  The total payroll amount came out of the checking account, but also the amount of the checks that were stuck.

I went back into the checks and checked the direct deposit box and my bank statement came out to the penny.

During troubleshooting, we had to go into each check and add a line and save it, then go back in and delete the line and save it.  This was unsuccessful.  So the next solution was to uncheck the direct deposit box.  I refused to do this because we have already done all of this before.  I was simply calling to have my file sent to quickbooks, like the supervisor from last week told me to do, and have spent over two hours on the phone again.

After the support person disconnected our session abruptly, i called back and was told that a Supervisor named Kenneth would call me the next day.

1/4/23  Waited until 1 pm and no call.  I called them and they told me that the supervisor will call me within an hour.  Case#1592536883

Now 3 pm, no call.  Calling again.  They said 15 minutes.  Still waiting.  I am going to start looking for contacts through LinkedIn for their chief executive officers to see whether anyone even cares at this point.

Update:

1/5/23  Kenneth called me back at 10 am.  He is trying to get me to delete all of these checks that are stuck.  He is talking about a DD offset in the checking account.  So the supervisor wants me to create a new payroll and use a DD offset deduction account to zero out the transaction.  I explained to him that this was going to add income and taxes to the employee and create an additional tax liability to the company.  We then explored using the DD offset on the existing stuck checks, but the concern here is that it is going to create a balance in the general ledger account 2111 DD offset that should not be there.

I suggested that we uncheck the direct deposit box which will clear the stuck checks and reduce the actual direct deposit amount in the checking account by the amount of the check.  This way we will not be changing any payroll information, general ledger amounts, and my checking account will stay the same balance.  Waiting for a response from the supervisor.

64 minutes into this session and the supervisor came back and said that he doesn’t have a solution that won’t create more entries into our balance sheet or general ledger.  I again suggested the above option and am not on hold again.

He Hung up.

Hello @dd559,

I appreciate you for keeping us up to date regarding the steps you've performed with our Payroll Support Team. I'm here to assist you with your payroll concern in QuickBooks Desktop.

I know how important being able to get back on track using the correct resolution for the issue. Removing the stuck checks correctly avoids future issues to your books and will keep your data error-free.

Since you've previously contacted our Payroll Support Team, It would be best to continue working with them. They have the necessary tools to help you further with the problem in a secure space.

You can provide the case number to the next rep to avoid explaining the issue again. This way, they can check the previous case notes and streamline the process.

Our Customer Support Team for Basic and Enhanced is available from 6 AM - 6 PM PT (Monday - Friday). For Assisted Payroll, any time, any day. See the steps to get a hold of a specialist:

1. Open QuickBooks Desktop.
2. Click the Help tab at the top menu bar.
3. Select QuickBooks Desktop Help.
4. Enter your concern, then hit Continue.
5. Choose Get a callback.

Also, there's a tool I want to share to fix any data damage on a QuickBooks Desktop company file. I've attached an article you can use for future reference: Fix data damage on your QuickBooks Desktop company file.

Don't hesitate to drop by here in the Community anytime you need assistance with payroll or resolving errors. We're always ready to lend a hand. Take care.

I have this same issue that just started yesterday when I went to run this week's payroll.  Did you ever get this fixed? Or did you end up doing the uncheck DD box and entering a check/JE to fix your bank balance??

I have spent countless hours on the phone and QB's tech support is absolutely WORTHLESS.  

Hello there, @UEA.

Know this isn't the experience we'd want you to have when using QuickBooks products. We aim to provide the details you need to help you get your concern addressed on time. With that said, can you tell us what QuickBooks you're currently using? Can you tell us more about your query? This way, we can give you an accurate resolution.

The Community space is open 24/7. Please don't hesitate to leave a comment below so we can get back to you right away. Stay safe, and have a good one!