employees haven't received their w-2's as of February 1

mleader · ‎February 01, 2022

Hello. I have the Assisted Payroll Service and it is stated in my payroll account that my employee's W-2's would be mailed out to them by Quickbooks and it is included in my payroll service. As of January 31, 2022, not one of my employees have received their W-2. I contacted support on 1/31/22nd 5 times, and after the 5th attempt, I received a call back. I was told I needed to wait till the end of day before reporting that they did not arrive. This was around 1:30pm PST. I explained that I have USPS Informed Delivery and I can see what is going to be delivered by USPS that day and the w-2 was not in the list. Again, he told me to wait till end of day. Well, they didn't arrive. I contacted support again today. The first time I called, I was told that she was not a payroll expert and gave me another number to call [Removed]. I tried the number and there was a recording that it was no longer the number to reach an expert. I contacted support again, and received a call back. She was not a payroll expert either, so she gave me another number to call [Removed]. Guess what? When I called this number, same recording saying this was no longer the number to call to reach an expert. I'm supposed to have round the clock support according to my subscription, but I cannot get reach anyone that can help me. I've tried to track the w-2's using my payroll login in "View Forms", but it takes me to a page error 404. On a not so separate note, as I mentioned earlier, it was stated in my assisted payroll account that the process of preparing w-2's, e filing w-2's and mailing w-2's directly to the employees was included in my service. Quickbooks automatically deducted over $200 from my business checking account for those services. Soooo, not sure how QB can state something is included in my service but bill me for an extra charge. I cannot begin to express how frustrated and dissatisfied I am with this whole situation. Most importantly, WHERE ARE THE EMPLOYEE"S W-2's? And yes, I am aware that I can print up the reissued w-2's from my account, but to me, that is not acceptable. I could have just gone to Staples, purchased a pack of w-2's for $35, and delivered them to employees early in January. Since I was charged for this service, and because it is now February, I expect to receive this service. Someone from Quickbooks Intuit Payroll, please respond.

LeizylM · ‎February 01, 2022

Hi there, mleader.

I can see that you've already called many times. However, I still suggest contacting our Customer Care Team again. They have the tools to pull up your account in a secure environment which we're unable to do it here in the Community.

Here's how to reach them:

Open QuickBooks.
Go to Help, then select QuickBooks Desktop Help.
Select Contact Us.
Give a brief description of your issue, then select Let's talk, and then choose a way to connect. Phone support may be limited due to volume.

Read this article if you want to learn more about the W-2 forms in the Workforce platform: View your paychecks and W-2s in QuickBooks Workforce.

Need to check your employee's payroll data or want to file other tax forms? You can check out the guides here: QuickBooks Desktop Payroll Taxes topic articles list.

Let me know if you have follow-up questions with your W2s. I'm always right here to help ensure you're able to use the new number. Just tag my name, and I'll get back to you.

BigRedConsulting · ‎February 02, 2022

You must be mistaken. :)

Intuit reps, who can of course see the future, have been stating here for a week or two that the W-2s will be delivered on time, presumably just before the deadline. So it must be true.

After all, why send them early when they can be sent at the very last minute?

Also, I'm sure that each time you call Intuit you'll get a rep that can look up your account and tell you when your W-2's were printed and when and to where they were mailed. And give you a tracking number. I mean, how else could it work?

mleader · ‎February 03, 2022

I appreciate your response. However, the link you provided does not apply to me or this situation. To clarify, I am in the accounting department and it is my job to provide the W-2's to the other employees at the company I work for. So I don't need to find a way access my paychecks and W-2's. I already have that access. We have a subscription with Quickbooks called "Assisted Payroll". "Assisted Payroll" services include automatic payroll tax payments and filing payroll tax forms, and I was told W-2 form prep, filing and mailing forms to employees prior to the due date of January 31, 2022. When the due date came and passed, employees hadn't received their W-2's. Including my boss, owner of the company. Also, the company was charged EXTRA for the W-2 service they did not provide. Yes, the "Reissued" W-2's forms are available to view and print, but that also comes at a cost for the company (my wage and postage and supplies) It would also be a "Reissued" statement not the original, legal W-2 form. If I was able to speak to a representative to find out where the forms were, tracking info, have they even been prepared, maybe I would have printed the Reissued statement at the extra cost to the company, BUT I COULDN"T GET ANY INFORMATION FROM ANY REPRESENTATIVE. Your suggestion on how to reach someone at Quickbooks is completely false. As I mentioned in my original comment, I took those exact steps (open Qb, help, quickbooks desktop help, contact us, let's talk) many many times beginning on January 31st. The response was the same every time. I would receive a call back, the expert calling was not in the expert payroll department, so they would either transfer me to payroll or give me a number to call the expert payroll department, every time I was transferred or called the number the rep provided, there was a pre-recorded message stating that "this is no longer the expert payroll department and I should (open Qb, help, quickbooks desktop help, contact us, let's talk) which is back to where I started from. It is an endless, frustrating loop with no resolution. I'm not sure you are fully grasping the serious nature of this situation to me on a personal level. It is MY responsibility to prepare and file and send W-2's. So, when it comes time for a Performance Review from my boss, this situation will affect my chances for a raise, promotion or additional benefits. That being said, I will never trust Quickbooks with this task again, and I will be sure to post a review on the Quickbooks website encouraging those interested in Quickbooks for their accounting and payroll needs to look for different accounting software. The only reason I posted this on the community support, was to see if there were any other Quickbooks subscribers who has been in the same situation that could provide help or information. I never expected a Quickbooks representative would provide any type of help or support, and your response 100% proves that I was correct.

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employees haven't received their w-2's as of February 1