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Rethunk
Level 2

Difficulty getting feedback or follow-up on tax notice resolution

I'm now on my fifth call trying to get an issue with Payroll Taxes resolved. I was signed up months ago for Automatic payment, and then without warning or any notification, taxes were not paid. I only noticed the "Past Due" notification when I logged in.

Persistent issues:
* At no point was I assigned a case number. Every call starts from scratch.
* On the second call, the customer support person gave me an email for the tax notice resolution department. The only way to receive this email was to hear it over the phone and hope I got it correct.
* I sent the tax notice to the email address provided. There was no reply, follow-up, or notification indicating my documents were received.
* On the third call I was told the matter was still pending, and I could expect answer soon, perhaps even the same day.
* On the fourth call, a week later, it took over fifteen minutes to discover the person answering the call couldn't help me because they were in a different version of the Payroll department. (The number of virtually identical names is highly confusing.)
* The fifth call routed me back to the same support person as the fourth call. Now I'm on hold.

Other than going through this same process again and again, is there any way whatsoever to confirm that anything is happening?

What I would expect:
* Any such call would have a case number that other support can refer to.
* An important QuickBooks email address could be found online, or emailed to me, so that there's no chance I'll mistype it.
* When working on a time-sensitive issues such as taxes, I would have some means to contact the department working to resolve the issue.
* When I place a follow-up call after receiving no notification or follow-up, I don't have to start from scratch, which can easily consume 5 - 10 minutes.

10 Comments 10
JonpriL
Moderator

Difficulty getting feedback or follow-up on tax notice resolution

I wish I could make it better, @Rethunk.

 

As much as I'd love to offer help and share how you can resolve the notice you received, only our Payroll Care Team has the ability to do so.

 

Normally, you'll only have one reference number for every interaction with our specialists once your inquiry is the same on the first one. Even if you already called our support, I'd still recommend contacting them as they've got the tools needed in resolving your tax notice.

 

In addition, I'd also raise feedback regarding your interaction from them to let the appropriate department know and improve how they interact with our customers, like you.

 

Lastly, I've also included this reference for a compilation of articles you can use while working with us: Help Articles for QuickBooks Online Payroll.

 

If you have any other questions, please let me know by leaving any comments below. Stay safe!

Rethunk
Level 2

Difficulty getting feedback or follow-up on tax notice resolution

"In addition, I'd also raise feedback regarding your interaction from them to let the appropriate department know and improve how they interact with our customers, like you."

It's not clear to me how to do that. Gear icon > Profile > Feedback? Send a message to some tech support email address?

As far as I can tell, there's no direct access to any department besides sales. I've spent months of QB fees, hours on tech support, etc., and it's cost me much more money than if I sat, waited for tax notices to come in, and paid the fines.

At the end of support calls I'm told that I'll receive an email survey to rate service. However, the first question in the survey emails I've received invariably asks me whether I'd recommend QuickBooks.

I'm sorry, but I'm encountering one mixed message after another.

The articles I've found are sometimes helpful, but some are out of date. Searching in the hope that I guess the right keywords is of little use when a feature I'd never heard of (and hence couldn't guess the name of) prevented my taxes from being paid.

Thanks for your replies, but this has been exhausting, and the inability to reach the same team consistently has been frustrating.

Forrest8171
Level 1

Difficulty getting feedback or follow-up on tax notice resolution

Do we all just go through sales to get a question answered?

Rea_M
QuickBooks Team

Difficulty getting feedback or follow-up on tax notice resolution

It isn't necessary to go through the sales department to get your QuickBooks Online (QBO) questions answered, @Forrest8171. Let me share further details about this.

 

You're able to get the help you deserve and receive the appropriate answers to your QuickBooks questions through the Help menu. From there, you'll be given the option to Ask the Community (just like what you did), Start a chat, or Get a callback from one of our representatives. You'll first have to check out our support hours to ensure we can assist you on time. Here's how:

  1. Sign in to your QuickBooks Online company.
  2. Go to the Help menu.
  3. Choose Contact Us
  4. Enter your specific concern in the What can we help you with? box. 
  5. Click Let's talk
  6. Choose a way to connect with us (i.e., Start a chat or Get a callback to connect to one of our support representatives).

 

In the meantime, I'm adding this article to further guide you in managing the growth of your business using QBO: QuickBooks Help Articles. It includes topics about data security, banking, and expenses, to name a few. You can click the + More topics button to view other selections.

 

Let me know in the comments below if you have other concerns about managing your business with QBO. I'm just around to help. Take care always.

Rethunk
Level 2

Difficulty getting feedback or follow-up on tax notice resolution

"You're able to get the help you deserve and receive the appropriate answers to your QuickBooks questions through the Help menu. From there, you'll be given the option to Ask the Community (just like what you did), Start a chat, or Get a callback ..."

 

1. The Help menu doesn't work well. I kept getting directed to the wrong department.
2. Ask the Community is what I thought I was doing here, but I received a rote reply that seemed to ignore the specifics of the problem I'm having.
3. "Get a callback" works, but may not connect me to the correct department.

Here's what would make sense to me:

1. Offer an option to connect to a department directly. If I'm using Payroll Core, have a link to connect me to Payroll Core. The Help feature does not work well, and in any case should be supplemented by some straighforward means to reach customer support. If I already know I need to talk to someone, why would I (not Intuit, but I) want to have to click through half a dozen options to do so?
2. Make it easier to figure out which product / variant I'm actually using.
3. Reduce the time customer service reps spend telling me "I understand your problem" and other scripted phrases. On a recent call, it took several attempts to get a simple answer to a critical yes / no question.

katherinejoyceO
QuickBooks Team

Difficulty getting feedback or follow-up on tax notice resolution

Hello there, @Rethunk

 

Thanks for letting us know about your experience. This isn't the kind of customer service we would like you to have. 

 

Should you need to speak to a representative from our QuickBooks Payroll department, you can click this link to chat directly with our Payroll Core support: ttps://help.quickbooks.intuit.com/prechats/offerings/QBOP-Core/23170/view

 

You also want to visit this link: Contact Payroll Support - QuickBooks - Intuit. It has links where you can select your product and be routed to the right department. 

 

Feel free to message again if you have additional concerns. I'm always here to listen and help in any way I can. 

 

 

Joeyslandscaping39
Level 2

Difficulty getting feedback or follow-up on tax notice resolution

I've been waiting 3 months for a return call email something absolutely nothing. I just keep getting told to send the notice to the email address.. I have numerous times and continue to receive letters because of quickbooks failure to do their job. I've been fighting the IRS for 5 years BECAUSE OF QUICKBOOKS. I would appreciate an expert reply but do not dare send me the email address again or direct me to a help link. You are dealing with peoples lively hoods and it's absolutely asinine that I can not speak to a human but just send an email and wait. Good luck. I'd find a new company now before its too late and your in the hole like my company is.

Jen_D
Moderator

Difficulty getting feedback or follow-up on tax notice resolution

We want to make sure you get the support you need, Joey.

 

During the pandemic, we have updated our contact options and support availability. We have a certain time when our live support is available for live calls with a representative.

 

But I want you to know that this forum is also another channel where you can post your QuickBooks concerns. We are here to answer general QuickBooks questions. However, we do not handle account-related concerns, like billing, account information and etc. Just type in your question below, so I can check on it for you.

 

If you want to talk to a live rep or contact Customer Service or Technical Support for billing and account questions or previous escalated cases, we have a different department handling this. Our Live Help are available from 6:00 AM to 6:00 PM on weekdays and 6:00 AM until 3:00 PM on Saturdays.

 

To get a hold of a representative, follow these steps:

 

  1. Go to the Help menu then choose the Search tab.
  2. At the bottom click on Contact us.
  3. Enter the keyword Account Management and Billing in the What can we help you with? box.
  4. On the next screen, scroll down to How would you like to connect with us section.
  5. Choose Chat with us to initiate a discussion with a live agent.
  6. Enter you account contact information then press Get a chat.
  7. When using this option, make sure to enable pop-up windows. The chat box will appear at the bottom right section of your monitor, and an agent will be with you shortly after. See this:

 

Mention me in this thread for any additional details or further help. I want to make sure you're taken care of and everything is fully resolved.

RhondaL
Level 4

Difficulty getting feedback or follow-up on tax notice resolution

When reading what @Rethunk was asking, I just had to jump into the conversation. And, yes, I see that it's a couple of years old. Maybe the add can help someone looking for the same answers.

 

Recently, we have experienced some of the same frustrations and question whether or not our requests are being handled; when it comes to tax notices that are assumed paid, this can be so frustrating.

 

We are, in fact, in the middle of one right now.

 

Here are the best steps I have found in getting the help (if not always perfect) that I needed:

In QuickBooks>Help>QuickBooks Desktop Help> Contact Us> Get a call

 

The articles can be helpful, but since we have been using their system for quite some time, our questions are typically very specific or more complex and the articles usually don't answer the questions we have.

 

The call back time is fairly quick. If I cannot understand the other person on the line, due to a language barrier, I let them know I am having a hard time understanding them and ask if they can give me to a supervisor. If this leads no where, I thank them for their time and let them know I will be hanging up and asking for another call back - everyone's time is valuable.

 

Also when on the call back, I ASK for the "ticket" number so that I can specifically let them know - should I inquire, again - that a number should exist to hopefully expedite the call.

 

To be fair, the people on the calls typically try to be helpful, but when it becomes clear that I have more experience, I hang up and try again...

 

Surveys, on the other hand. Well, sometimes I do think that QB make our company feel "taken care of" and sometimes, I wouldn't even think about recommending "them". But, the person, especially if they have done what they can do to help, get great remarks. It's not their fault that I can't always get the help that we need.

 

Keep following up; unfortunately, that's most companies these days.

 

And lastly, this forum... sometimes we get answers, but reach out to someone specifically who seems to have good answers, not canned ones, who may be able to help you.

 

 

Mjkamy
Level 1

Difficulty getting feedback or follow-up on tax notice resolution

Looks like this 2021 issue is ongoing through the middle of 2022.  QBO filed incorrect W2s for 2 of our employees (forgot to include health insurance premiums paid for shareholders) and was alerted to their mistake in January 2022.  We were initially told it would take 25 days for the corrected W2s to be filed with the IRS.  It's now June 15th and, after those employees obtained extensions from the April 15th individual filing deadlines, the W2s have STILL not  been corrected.  This despite being told by multiple QBO customer service reps that the case had been "escalated" within the tax department.  As was mentioned previously in this thread, when asking the first line customer service rep if there are other QBO employees to speak to about the delay, I have been told to email the tax team - which I did in April with zero response.  

 

This is beyond frustrating and seems to be an ongoing issue with QBO Payroll/Tax.  There has to be someone at QBO who can address this ongoing issue.  

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