I first contacted QBO support on January 11 that my client's 12/31/21 paycheck was incorrect (why was it incorrect?...another frustrated at QB story!). I spent an entire day being disconnected by first-level customer support reps, before I finally got a great agent that was willing to help. She assured me that a paycheck correction along with associated fixing of taxes and W2 amendment was not a big deal for the payroll correction team and would get done. She had me upload the documents, took extensive notes for the team and sent me a list of exactly what QB would do to fix the issue. I am now 64 (yes SIXTY-FOUR) days into this issue. I call regularly, get kind level-one customer support agents but cannot talk to anyone higher about escalating my issue. Everyone assures me it's been escalated and someone from QB will contact me, but no. Not one thing has been done. I've also been told the team is busy and it might take another 60 days (apparently half a year is a reasonable timeframe for QB). Can you tell I'm frustrated? I spent 4 hours on the phone with a kind agent yesterday, but still haven't heard from anyone to help me with my issue.
Any ideas how to escalate? Thank goodness there are payroll alternatives out there, but I still need this issue solved. Thanks for your ideas, community.
Thank you for taking the time to reach out to the Community, @UpsetBookkeeper.
I have confirmed your case has been escalated and you should be hearing from the appropriate team shortly. If you haven't heard back by the end of the day today, please feel free to come back and let us know. We'll do everything we can to help!
Thank you for responding quickly, but did not hear from anyone yesterday. Please advise how I can get this fixed now that we are on Day 65 and my client's retirement donations, taxes and W2 are incorrect as his accountant is trying to file his taxes.
I appreciate your help.
Hi there @UpsetBookkeeper. Thank you so much for the update here. I was able to get in touch with your case manager this morning and have confirmed that someone will reach out to you today. I look forward to getting this resolved for you once and for all.
In the meantime, please know that I am also submitting your complaint to our team for review so that we can avoid experiences like this in the future. It's not at all what we want for you, or any other member of the community. Thank you for sharing so that we can improve.
Hey there @UpsetBookkeeper . From what I can see, you should have an e-mail from your case manager from yesterday evening, around 5 pm PT. Let me know if you don't see it. It's always possible it may have hit your spam folder, or we may have the wrong email on file. I have it here as the same one you use to login to the community. Is that correct?
Yes, the email is the same as what I use to sign in here. I don't see the email in the Spam folder. Could you please resend? Please let me know when you send it and I'll know to look for it and tell you right away if I didn't get it.
Thank you so much.
Hi there @UpsetBookkeeper. Unfortunately, I'm unable to resend emails from other agents, but I did check in and see that you'll receive a call shortly, if you haven't already. I understand you've heard this a few times already, and want to make sure everything comes through alright, so we'll be here in the community to keep the lines of communication open either way.