Can't get w2s corrected

I appreciate you taking the time to drop by the forum, SlowBooksUser. Please know that this is not the experience we want you to have while utilizing the service.

Regarding your payroll issue, if you already paid the employee you must click the Add your payroll history before you run the paycheck in QuickBooks Online. Since you already run a payroll from June to December we're unable to enter the prior payroll for them. In this case, to fix your W2 you need to contact again our payroll team support as they are the ones who can assist you regarding the payroll correction.

1. In your QuickBooks Online company, go to Help (?).

2. Select either of these tabs:

• Assistant tab and type Talk to a human.
• Search the tab and click on Contact Us to connect with a support expert.

3. Choose how you want to reach us (phone or chat).

Once your W2 gets corrected, you may check this article if you want to know how to print the W-2 from the previous years: Print your W-2 and W-3 forms

I appreciate your patience and understanding regarding this matter. Feel free to post here in the Community if you have other questions. Stay safe!

Hi thanks for those links but those are only helpful if the w2s have not been processed. Also, I don’t need to print w2s since they are incorrect. I did speak with someone (again) after I posted this regarding the matter. They explained that the corrections team had tried to call me yesterday. However, they are calling the wrong phone number (calling an associate). I was told I would get a call back today. I don’t trust that I will. 

And for the record- no one has called me back.

Hello, SlowBooksUser.

I understand that you're feeling frustrated about the issue you're facing with QuickBooks. I apologize for any inconvenience this may have caused you. I completely understand your situation and I want to assure you that I'm here to help.
 

While I, from the Community, cannot directly arrange a call back from QuickBooks support, I can certainly provide you with guidance on how to reach out to them. QuickBooks support has a dedicated team of experts who are trained to handle customer concerns and provide assistance promptly.
 

I recommend reaching out to QuickBooks support again and choosing a callback. Once the system gets your request our customer support team will reach out to you anytime within this day. You can explain your situation to them once the support calls you back, and they will be able to provide you with the necessary assistance, clarification, and resolution to address your concerns. 

Here's how:

1. Click Help (?).
2. Select either tab to get started:

• Assistant: Get quick, personalized answers. Select a suggested option, or type a question or topic you need help with. If you decide you need further help, you can still Talk to a human.
• Search: Search the QuickBooks Online knowledge base directly, or tap Contact Us.

       3. Choose a way to connect with us:

• Get a callback from the next available expert.
   

QuickBooks support is committed to helping our customers, and we will do our best to resolve any issues you may have. Your satisfaction is our priority, and we understand the importance of providing timely and effective support. 

I'm also adding this article to answer the most commonly asked questions about correcting and amending W2 forms: Fix an incorrect W-2

If there's anything else I can assist you with or any further information you need, please let me know. I'm here to help you through this process and provide any guidance you may require. Have a great day!

I wish it were that easy. I know how to contact quickbooks. It is the tax support team that I need to speak with directly. They are not accessible to customers by phone. Customer service will reach out to them while I am on hold however, they never respond or call me back. So they keep running in circles "correcting" our company's w2's  and submitting the wrong ones again and again. But hey I do know how to use the general help and request a callback. I've been doing that about every day for two weeks speaking with people who have no clue what I am talking about. 

Mark this post as not resolved.

I wish it were that easy. I know how to contact quickbooks. It is the tax support team that I need to speak with directly. They are not accessible to customers by phone. Customer service will reach out to them while I am on hold however, they never respond or call me back. So they keep running in circles "correcting" our company's w2's  and submitting the wrong ones again and again. But hey I do know how to use the general help and request a callback. I've been doing that about every day for two weeks speaking with people who have no clue what I am talking about. 

Mark this post as Not Resolved.

I still haven't received a call back. However, this morning there was an invitation for a survey in my inbox. The survey wanted to know how my conversation with a representative that supposedly happened this morning went. I received no such phone call. The wrong case number was cited but, that's not unusual because this number keeps changing anyways (rolls eyes at the lack of continuity). I spoke with no such customer representative. I can only guess that I am being faked called so that it appears that Quickbooks is working on my case.

Mark this issue as still not resolved. 

Hi there, SlowBooksUser.

This isn't the kind of situation we want you to experience. Rest assured, I’ll take note of this feedback about the missed callbacks from our support agents and raise this concern with our management team. Your voice is important to us to ensure we give our users the quality service they deserve.

I know you already contacted us, however, the best option to know the status of this one is to reach out again to our Payroll Support Team. Just provide the case number to the support agent for them to review the case number documented and follow up on any tickets that are still unresolved. From there, they'll provide you with the time frame of this case. Here's how: 

1. Go to Help.
2. Select Search.
3. Click Contact Us.
4. Enter Payroll account is placed on hold in the What can we help you with? text area.
5. Select Continue.
6. Click Chat with us or Have us call you.

I want to include that reaching out to our Customer Care Support is best during business hours from 6 AM-6 PM PT Mondays-Fridays. Use this article to learn more: QuickBooks Online Payroll Support.

You may also read this reference for another mode of payment and form filings to use: Pay and File Payroll Taxes and Forms in Online Payroll. Feel free to visit our QuickBooks Online Payroll Hub page for more insights about setting up and processing payroll seamlessly in the future.

Keep in touch with me if you have any other concerns or questions about payroll or your account. I’m always around ready to back you up. Keep safe and stay well. 

Hi there, 

    Thank you but, I've been specifically told by a member of customer service that my frequent phone calls only confuses the other members. This is actually validating to know. Throughout this process, I've entered information that was asked of me and uploaded in a file exchange only to have that case delete altogether. I don't need a status of the case. I need my w2. I need to speak with the person who does the corrections and I need to talk them through the right information on the file exchange that they need to be working with. Once again historically, the team will "correct" the w2s with the wrong information and submit the same exact w2 that was done in the first place. The payroll tax corrections team is who I need to speak with, they are not reachable by phone. I am uploading a file that shows the amount of time I have spent on the phone with Quickbooks- over 9 hours. I know how to contact them. No one seems to know what they are doing. I have spoken with supervisors, etc. At this point we are past the 45 estimated days to correct w2s. There is no end in sight. Mark this case as unresolved.

I feel your pain. The new "improved" QB online payroll locked me out of adding any additional year-end information like self-employed health insurance, personal use of company car or any other payroll corrections on January 1, 2024. They sent an announcement around a few days prior. Under the Intuit payroll which was changed over to QB payroll last year, we had at least an additional week to get these year-end details from clients. The incorrect or uncompleted W-2's were filed the way they were and I had to get on the phone, numerous times, to question why they were unable to provide the service we had previously under Intuit. Even ADP payroll allows additions until January 10th of the following year.

So a very long, tedious procedure of payroll correction cases were opened, claiming to take 20-30 days to complete, and seven weeks later, I still received no W-2c for some of our best clients. 1040's are due in 2 weeks and I'm still stressing about how we break it to our clients that they may not get their corrected W-2s on time.

However, I am receiving many email announcements about MINERAL, the new HR application that they are attaching to our payroll accounts. We don't use QB for any other reason than entering payroll, paying and filing taxes and making sure our clients payroll accounts are correct and efficient.

Not to mention that we've been using Intuit for years and the CPA's I work for don't understand how this could happen, so it doesn't reflect well on me.

Thanks for letting me rant, but I cringe every time they mention "new and improved" but they can't complete the actual functions we are paying them for. Oh, and I forgot to mention that our monthly bill doubled (x2) around August last year. What a waste of time and money. I am terribly disappointed.

We have been a QuickBooks customer for 15 years and we submitted QuickBooks payroll on January 5 this year.  It has been over 20 hours of calling them over and over and over 3 months where they have not given us or our employees corrected W-2. I basically feel like I am being kept hostage and given the run around every time I call.  Our 6 employees are upset and we also cannot file our taxes that are due in 2 weeks.  This is unacceptable for a multi million dollar company.  We pay several hundreds of dollars a month for their services.  I am at the point that I am going to report them to the BBB and IRS.  Every time I call they say they are “still working on it”.  We have paid hundreds of dollars for our bookkeeper to submit the correction and wait on the phone in addition to my time and now our employees are going to get penalties for filing their taxes wrong?  It is now 3/28/24 and I just called and they still are giving me the same answer. This is unacceptable on all accounts.

Rant anytime, this is a good spot for that. Quickbooks is pure garbage and needs to be called out.

I'm sorry that you've had to endure this as well! I know that everyone's situation is different but, what worked for us was giving up on Quickbooks. No amount of phone calls was getting them to do their job any faster or with competence. I ended up fixing everyone's W2's myself through the social security administration. It was a simple process. I was nervous taking on this task myself but, I knew it was up to me to get the issue resolved for not only myself but, for my fellow coworkers. There is less than 10 of us so, it wasn't too bad to do it right and get it done. I've already gotten back my tax refund from the IRS as well. There is a handbook on the SSA website that shows how to make a BSO account to do this, I highly recommend it. I did call QB one final time to cancel their attempts in fixing the W2's so that they wouldn't mess all that up. Anyways, good luck out there.