To add to confusion Intuit keeps contacting the client via email with some alarming content. I did see an email requesting documents for the "Principal" (this is an S Corp) which I uploaded at the email's direction but still am unable to send a direct deposit getting the same Message 2205 reject. The client had tried doing payroll himself with a trial subscription about 2 years ago which he allowed to lapse. Wondering if that has anything to do with this situation?
Sorry first part of message is below. Was unable to post in entirety.
I've added a new client to my enhanced payroll for proadvisors subscription. Direct deposit appeared to set-up fine until I went to send a deposit and received a "Message 2205". Apparently, this is part of an "anti-money laundering/terrorist" requirement put in place recently. However, after spending countless hours on the phone with accountant support and chat I've yet to resolve the problem.
Hey there, @dso0216.
Per our Risk Policy, we are required by federal law and our banking partners to verify all customers who wish to have money movement services. This is in compliance with the Office of Foreign Asset Control (OFAC) that falls within the Executive Branch of the US. Treasury Department and the Anti-Money Laundering Act (AML). This is a check required by the U.S. Government to fight the funding of terrorism and money-laundering activities. Federal law requires us to obtain, verify, and record information that identifies the principal officer listed on an account used for Electronic Services, including direct deposit.
Our Risk Management team will get you back up and running in no time. Give them a call at 866-729-2402 or via chat.
Please touch base with us here if there's anything else you need, I'm determined to ensure your success. Cheers to a safe and productive week ahead!
Michael K thank you for your response. The problem I have with this situation is three-fold.
First, instead of contacting me (or at least including me) as the client's proadvisor, the client was contacted. This doesn't reflect well on me and since I am adding this client onto my proadvisor enhanced payroll Intuit should know this client is working with a PA. In my experience this has been par for the course - PA status is totally ignored.
Second, phone calls to support were handled poorly. The first call was to the number referenced in the link you have above. I explaned the situation and was told that was the risk department and I needed transferred and would definitely be taken care by the "accountant's care" department. Well they took care of me alright. Hardly spoke English, so noisy in the background it sounded as though the rep was in a rowdy bar. She refused to help stating she could not talk to me. I explained the company was my client and I am his PA and payroll is on my account. She would provide no information. I asked to speak to a supervisor. She refused and hung-up on me!!
Third, I attempted chat through the my PA site. Chat referred me to the number I called initially. I told them I called and they couldn't help. I was told they would refer me somewhere else. Chat line never responded after that. I kept the window open and the message was "Sorry this is taking longer than we planned"
I use the callback request and received a call. This person spoke better English and really tried to help but the issue was the "Principle" of the company needed additional documents. I had the client provide me the documents - I-9 and unexpired driver's license. Still couldn't send a direct deposit. Meanwhile, I've spent ~4-hours trying to resolve the situation. I still have no clue why his account was flagged. Communication was so poor as was the service. Come on Intuit I've been a proadvisor since 1999 you would think there would be some effort to work with me to get this resolved. And no, still no resolution.
Hey there, @dso0216. Thanks for updating me on this circumstance.
Although you are the primary accountant for the business, our Risk Department needs to speak with the principal officer listed on the business documents directly. I recommend having the principal officer give them a call so that this can be sorted out once and for all.
Please know I'm always available here to lend a helping hand. Wishing you and your business continued success in all that you do!
Documents were submitted. I have verified the payroll update. I have successfully set-up all taxes but still unable to transmit a direct deposit? Someone, Somewhere please help me find a resolution to this issue!
Welcome to the Community, @dso0216.
To identify why you're still unable to send the direct deposit, I have to check the status of the documents you've submitted. Since the Community is a public forum, I'm unable to review the account without asking for sensitive information.
Reaching back to our Risk Management Team ensures that you'll be able to send payroll successfully. You can use the information provided by my colleague above to get the support details.
You can also refer to this link: Payroll account suspensions, security checks, and risk management for more insights about Payroll account suspensions, security checks, and risk management.
I want to make sure this is taken care of for you. If you have any other concerns, post a comment below. I’ll pop right back in to assist further. Have a good one.
Thank you. I am going to contact ProAdvisor support . I've tried the methods Michael provided before I even got on the community. It was a disaster. I'm getting the impression the process has been recently implemented so not all the "bugs" have been worked out.
We are currently experiencing high call and chat volume, dso0216.
This because of the ongoing tax season. We'd like to ask your patience when it comes to getting in touch with them. They'll surely be able to take care of your concern once you got them on the line.
Please get back to us here if you have other questions related to QuickBooks.
Heard back on Monday they issue was still not resolved. Was told I'd get a call the next day when fixed. Today is Thursday 1/16. Haven't heard a word. I guess I'll need to place another call tomorrow. It's painful because the situation has really created a lot of down time I won't be able to recoup. I was told initially the fix would be within 24-48 hours after uploading the requested documents. It's now been almost 2 weeks since the process started. And guess what - it's tax season for me too and I'm trying to take care of my clients and Intuit is not helping!!
This isn't the kind of customer service we want you to experience. We know how much time it can take when something isn't working the way it needs to, which is why we make great efforts to deliver customer satisfaction at all times.
I'll let them know about this to ensure you won't go through this kind of experience again. For now, it would be best to get back to our Risk Management Team. This way, they'll be able to check this further and get everything clarified so you'll be able to process payroll successfully.
For the support's contact information, check the details provided by Michael K above.
Thank you for your patience. Leave a comment below if you have any other questions. I'm a few clicks away to help. Have a good day!
Thank you Angelyn_T
Really appreciate the response and OMG this has been miserable. I'm not sure where the disconnect is but I am frankly shocked by this experience. I will be attempting to send a direct deposit shortly. Will update with results. Thanks again!
I appreciate you for keeping us updated, dso0216.
Based on that result, your account is still on hold. It'd be best speaking with our Risk Management Team again. They'll provide further instructions to make your account active again. Make sure to comply the requirements they'll ask so they can process it without any interruptions. You can use the same contact information in this link to reach them: Payroll account suspensions, security checks, and risk management.
I'd also recommend keeping your line available, because they might reach out to you for any follow-up details or updates.
Still not resolved. The client is going to receive an email from the "Compliance" team regarding the status in 24 hours. I can't speak with the compliance team, nor will I receive an email. I'd really like to just throw in the towel and put his company with another payroll service. I'm so frustrated that it's been since 12/31 that we uploaded his documents and still I'm dealing with this issue. It's really an embarrassment for me to have to put the client through this. He uploaded his ID documents yet still blocked due to anti-terrorism/fraud issues? Reallly? I don't have the time to deal with this "black hole" I seem to be in trying to resolve this issue. I have wasted hours trying to resolve. Ugh.
Estimated wait time to speak with someone on the "Risk Management Team" is 35-45 minutes. I have a meeting in 1/2 hour. I dreaded dealing with this again today and this is exactly why.
Thanks for keeping in touch, @dso0216.
This isn’t what I want to happen to anyone when reaching out to our support. We are experiencing high call volume as tax season is in. Please bear with our support as they will resolve your issue once you get them on the line or in chat.
If you have other questions or concerns, feel free to reach back out.
I just don't have time to wait 45 min. to repeat my sordid tale of woe. Have to speak with some who doesn't understand what I'm saying. Noise in the background like they are in a bar. I just can't today but I need to tell my client something. Was hoping to be able to put all this behind me. Kinda like a bad dream.......
Got someone on the line from Risk management who told me she can't help me I must go through support - same place I've been calling (sounds like a bar somewhere) with zero success.
Someone please tell me where to go, who to call to get this issue resolved!
Hi there, @dso0216.
This isn't the kind of customer service we want you to experience. I'd be speaking with our Risk Management Team, to make sure this will be taken care of. Though we need to keep an eye on your email, as soon as you received any updates from our Risk Management, to comply with any additional documents to verify as primary principal. We need to make sure that the documents you've provided is valid and will appear the accurate information like Name, SSN, and Date of birth, to lift Direct deposit on-hold.
You can also refer to this link: Payroll account suspensions, security checks, and risk management for more detailed about payroll account suspensions, security checks, and risk management.
Please get back to me if you have any questions. I'll get back to you as soon as possible. Have a great day!
As instructed, numerous times, I contacted Risk Management. Numerous times Risk Management staff have repeated the same response "We can't help you". Yesterday, I spoke to Hannah at Risk Management and she, again, said I needed to go through "accountants care" (i.e., bar somewhere in the world). After much prodding and refusal to hang up she relented when I said I would only speak with accountant's care if she explained the situation to them first. She agreed and transferred me. After supplying the case #, etc., and staying on hold several minutes, Accountant's Care informed me the case has been transferred to the "compliance" team. I was told "compliance" had no phone number and I would need to wait for the results of their evaluation to be communicated to the client via email. I explained we had submitted the client's social security card and unexpired driver's license via a link emailed on 12/31. On the same day we submitted all documents. The only glitch I can think of is the first dr. license was expired but we realized the error immediately and uploaded the unexpired license. BTW, the unexpired license is issued by Maryland who now requires "stacks" of documentation regarding identity, citizenship, etc., as a part of the renewal process. You can NOT receive your license without the documents. So if you have one of those there should be little doubt you are who you say you are. In addition, this client has another company which I set-up on payroll last year without an issue.
Lastly, this is an S Corp. When QB is set-up for an S Corp the Principal(s) don't normally any documentation regarding identity, etc. When payroll is set-up there is no requirement to supply that information unless they are on payroll. So why is Intuit expecting me to supply this information cryptically - no information in the error message to identify the issue. Just contact Risk Management - who BTW keeps telling me they can't help. Really, I've just jumped head first into a black hole from which I can't seem to escape. Intuit you are killing my business!
Email received after the latest call yesterday evening from Judy (hyperlinks excluded).
I find it rather confusing:
It was a pleasure working with you today and I thank you for your patience and understanding about your issue so please help us improve our Service by sending any Product or System Feedback using your QuickBooks directly by clicking on HELP -> SEND FEEDBACK ONLINE
I have received an updates from the compliance team and they are requesting for the complete and correct details of the Primary Principal on your payroll account so we will be able to update the information needed. Please reply to this email with these information so we can manually update it on the account: Name, Phone, Email, SSN and Date of Birth.
I also have here the Primary Principal change form and please complete the form and send it back together with the requirements needed. Please click the link below and have the Primary Principal complete the form.
Intuit Pro Advisor Support
BTW, I can't respond to the email with the customer's SSN because that information must be sent via secure email for me to remain compliant with the Board of Accountancy security requirements for private practices.