Erred Books and Payroll Problems Caused by Intuit Personnel

rgstg · ‎January 06, 2021

This post not a question, but a commentary and a request for immediate assistance in resolving issues caused by Intuit Personnel.

I have been spent the better part of a week on phone calls with Intuit Payroll representatives trying to execute one payroll task and resolve one payroll-related issue that needed to be resolved before the end of the calendar year.

While I believe the two original issues have been resolved, Intuit staff have (themselves) created a third payroll issue that they have indicated IN WRITING that they cannot resolve.

Specifically: Intuit staff created a sum total of multiple hundreds of thousands of dollars worth of post-dated tax adjustment paychecks on our real company books to test their method of issuing a tax adjustment check I requested be issued. As a result of this issue created by Intuit personnel, we filed a Payroll Correction Request.

After ten (TEN!) phone calls of lasting in excess of TEN HOURS over the past week, the two issues I called into Intuit to resolve have been resolved (I believe), but earlier today I received an email from Intuit representatives indicating the Payroll Correction Request had been completed.

When I opened the email, the contents of the email included the following:

The [multiple hundreds of thousands of dollars worth of test paychecks we created] in 2021 cannot be completely deleted from our system, however the wages and taxes for those checks have been zeroed out and you may continue running payroll without the checks affecting the future wages.

There is just one (very significant) problem with what Intuit believes is a resolution to our request to correct our books: our company's books are now incorrect to the tune of MULTIPLE HUNDREDS OF THOUSANDS OF DOLLARS, and Intuit's response above indicates they will be incorrect forever as a result of actions performed by Intuit personnel.

This "resolution" is not at all acceptable, and the Intuit staff member(s) that worked on the case could not in good faith considered it as one.

Since I could not respond to the email sent notifying me of the "resolution" of the issue (another example of Intuit's increasingly anti-customer customer service), I decided to call Intuit to hopefully properly resolve the issue. When I called Intuit after receipt of the email referenced above to speak with Intuit Payroll personnel, I was told I could not be helped, and I was told to call back again another time.

I HAVE SPENT TOO MUCH TIME TRYING TO RESOLVE A PROBLEM THAT INTUIT CAUSED.

Communicating with anyone representing Intuit that is knowledgable and helpful in resolving payroll issues is IMPOSSIBLE. I will go out on a limb and say that Intuit customer service personnel's lack of knowledge--and lack of access to tools needed to resolve issues their customers bring to them--is intentional. That is, Intuit wants unknowledgeable, can't-solve-any-problems customer personnel directly interacting with paying customers. The Intuit Payroll customer service model is an exemplar of a dark pattern that IS ENTIRELY HOSTILE TO INTUIT PAYROLL CUSTOMERS.

The goals of writing this post are two-fold:
1) To publicly draw attention to Intuit's horrendous and unbelievably-hostile anti-customer customer service, and
2) Draw broader attention to this issue so that someone knowledgeable enough to help us at Intuit will contact us to resolve the problem quickly and without additional burden on us.

I want the issue caused by Intuit staff resolved IMMEDIATELY, and I ask that knowledgeable Intuit staff work to make that happen.

Replies to this message from Intuit personnel that are anything other than:
1) instructions for how I can DIRECTLY communicate with, or
2) requests for the Payroll Correction Request case number so that

knowledgable Intuit personnel that can resolve this issue are meaningless. Any Intuit staff replying to this thread should save their time and energy and forego writing any "We apologize" or "We understand" or "We're working on it" responses. Given our current state of affairs with Intuit, those words ring hollow, and I don't want to hear them. What's done is done. That said, I am asking that Intuit correct problems caused by their staff immediately by providing quality customer service provided by knowledgeable customer service personnel.

GlinetteC · ‎January 06, 2021

I can imagine what you must be going through, rgstg.

I'll take note of your experience with our payroll staff. That way, I can submit proper feedback to the management team.

Please note that our goal here is to help save time and keep things simple when doing tasks in QuickBooks Online.

I'm also sharing this article on resolving an urgent issue with your payroll account for your reference.

The Community is always here to listen to what you have to say. We also look forward to helping you out.

rgstg · ‎January 07, 2021

Even though your post was EXACTLY the type of response I was referencing in my original post that:

1) Adds no value to the discussion, and

2) Does not directly assist us in solving our problem,

I clicked your link. Below is a screenshot of the wealth of knowledge provided via the Intuit Help system.

Pretty much par for the course at this point.

Please save the mean-nothing, put-off, patronizing phrases like "Taking note of my experience" and "submitting proper feedback" for another user's forum post and ACTUALLY DO SOMETHING TO FIX THIS PROBLEM. Phrases like that in response to real customer issues does more harm than good when written by representatives of a company that has as colored a customer service record as Intuit. That is, the mean-nothing phrases are code for "we're not going to do anything about this" given Intuit's track record to date. After all, Intuit management purposely designed the system that resulted in this problem.

I am asking once again for SOMEONE KNOWLEDGABLE ENOUGH TO ASSIST WITH OUR PROBLEM TO COMMUNICATE WITH ME DIRECTLY. Links to self help articles don't help. As this is a payroll issue, and Intuit personnel created the problem, this issue MUST be resolved by Intuit personnel. I need to speak with someone DIRECTLY that can help us resolve the problem.

This issue will not be resolved on the forum. The forum is merely a means to publicly document what has transpired and the (hopeful) resolution as to both get Intuit to actually pay attention to this issue and educate both current and potential customers of the challenges they may face as an Intuit Payroll customer.

If anyone at Intuit needs information to associate this forum account and posts with the actual Payroll Correction Request case so that this problem can ACTUALLY BE SOLVED BY DIRECT COMMUNICATION BETWEEN US AND INTUIT STAFF, please let me know what information is needed.

rgstg · ‎January 08, 2021

Crickets.

Thank you for enabling your employees to cause problems with our books they cannot resolve.

Thank you for designing an accounting software system that will not allow us to properly correct the problems with our books your employees caused.

Thank you for implementing a customer service system that is completely hostile towards your customers.

Thank you for empowering your employees to NOT file 941 payroll reports with the IRS even though we are specifically paying for this service, and thank you for making your employees feel comfortable enough not doing their jobs that they notify us in writing that they are not going to provide a service we are paying Intuit to provide for tax compliance purposes.

If nothing else, you are consistent, Intuit.

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Erred Books and Payroll Problems Caused by Intuit Personnel