Crappy customer support and crappy CORE Payroll

Good day, catd.

I understand that you need to update the state unemployment insurance rate. You have an option to edit it by yourself. These are the steps:

1. Go to the Gear icon and select Payroll settings.
2. Select the Edit (Pencil) icon on the State tax section
3. From the State Unemployment Insurance (SUI) Setup section, select Change or add new rate.
4. Enter your new rate and its effective date.
5. Tap OK to save it.

If you're unable to change it with these steps, our Payroll Experts can. I know you contacted them already and what you experienced is not what we want you to feel. However, they are the ones who have all the tools needed to update the rate.

Here are some of the articles you'll want to check for more details:

• Update your State Unemployment Insurance (SUI) rate in QuickBooks
• 2020 Year End Resources

The QuickBooks Community is always here to help you if you have other concerns. Take care!

Dear Alex V from the Quickbooks team.

Please update the information that you provide on this site. 

I'm perfectly aware of how one used to be able to change the SUI rate, but that is not possible in this particular client's account anymore. 

I was told by your customer support that this is because CORE payroll will no longer let one do this. I had to wait on the phone for ONE HOUR for her to achieve the task. Something that would have taken me 30 seconds in the past. 

Could you confirm that she was correct in stating that this is no longer a function that I will be able to perform myself for my clients with a CORE subscription?

Thank you for posting here, @catd. 

QuickBooks Online makes it easy to update your SUI rate. To get this done, follow these easy steps:

1. Navigate to Settings, then select Payroll settings.
2. From the State tax section, click the Edit icon.
3. In the State Unemployment Insurance (SUI) Setup section, choose Change or add new rate.
4. Input your new rate and its effective date.
5. Hit OK to save your changes.

If you're having trouble updating the SUI rate, I suggest reaching out to our Payroll team to assist you with the process. They use specific tools to pull up your account and help you change the SUI rates. Follow along below to connect with them right away:

1. At the top right, click the Help icon.
2. Select Contact Us.
3. Under the What can we help you with? box, enter Change SUI rates.
4. Click Continue.
5. You'll be routed into the Choose a way to connect with us page.
6. Choose Get a callback or Start a chat. 

For more info about this process, you may open this link: Update your State Unemployment Insurance (SUI) rate in QuickBooks or Intuit Payroll. 

I've also added this great source where you can find articles that can help you in managing your books in QuickBooks, please head to QBO help articles at this link. This includes topics such as reconciliation, track income, and expenses, run reports, etc.

Feel free to post here again if you have further questions about changing SUI rates in QuickBooks. I'm always here to help you. Have a good one. 

Dear endlessly useless and patronizing Quickbooks customer support.

So your first response was to tell me that I could in fact change my SUI rate and that I should check out these oh-so-useful tutorials and articles. 

Then when I tell you that this is not true, that I'm on CORE payroll and that I had to spend AN HOUR on a chat with you to have you change the rate for me, you tell me what I already knew and give me instructions on how to contact customer effing service? 

Are you totally kidding? 

This is exactly representative of the kind of "customer care" that I'm getting from Intuit at the moment. 

This is not the impression we want you to experience. Let me clarify some things with you, catd.

I appreciate the time and effort you've spent with one of our support agents. I'll personally share your feedback with our Customer Support Team regarding this one. We'll be able to take action on improving our customer service. We can update your State Unemployment Insurance (SUI) rate in QuickBooks Online (QBO). This option is available to all Payroll service plans like Payroll Core, Premium, Elite and Enhanced, Full Service, and Desktop Payroll. You can also follow the steps provided by my colleagues on this thread. 

In your case, have you encountered an error message when updating your SUI rate? Any additional details or screenshots can help us better isolate the issue. Also, we recommend contacting our Payroll Support Team if you're unable to change it when following the steps provided in the article or from my colleagues. Our support agents have all the tools needed to update the rate.

Feel free to visit our Payroll page for more insights about running your payroll on your business.

You can always reply to this post if you need anything else with running your payroll in QucikBooks. I'll be here to help. Take care always. 

If you had read this whole thread, you could save yourself the effort of repeating information that I have already discussed above. And no, I don't need to visit your Payroll page for more information. It doesn't address the issue that I have, which is a programming error on the back end of QBO, relating to the Covid 19 payroll tax credits.

If I wasn't nearly crying, I would laugh at the absurdity of the answers from "customer support" on this site. 

If you want to actually help (debatable), my case number is [removed]. I was promised a call back from someone a couple of days ago. And not just a regular customer support agent, but someone who would know more about the problem that I'm having. So maybe get that to happen?

Me too!  I have been trying to pay my SUI taxes and QB Payroll will not accept my SUI account number, so I can do NOTHING (but rack up penalties).  When I explained the situation to the "Help" folks at Payroll, they said I needed to contact the state to verify my account number and that it should be 9 digits long.  I did that and Idaho has 10 digit account numbers, and I sent the "Help" folks at Payroll multiple screenshots of evidence that my 10 digit number was in fact the correct one.  They told my that was unusual and simple kept repeating the infuriating, condescending, and in incompetent response that I needed to (again) verify my account number.

They also could not explain why QB Payroll was asking me for my account number twice (it seems to accept the first entry fine, but not the second entry, and so will not move forward to enable updating my file and paying taxes).  When told to figure it out, they, as is their custom, put it back on my, and told me I needed a 9 digit number and that I should (yet again) verify my account number with the state.

So...I am stuck, have no recourse and am racking up late fees and unable to move forward with my payroll taxes.

THIS IS NOT ACCEPTABLE!!! IF YOU ARE CONSIDERING QB PAYROLL - RUN THE OTHER WAY!!!!!!