How do you get decent customer service from QB Payroll? I have been trying to get corrections done since December 9th. I cannot get any decent help.

Ive found the Payroll team who answer phone calls to be really competent, and they are accessible after you post in chat a hundred diff ways that you need to talk to someone in payroll. It's ridiculously hard to reach them, but when you do they are great. On the other hand, when the system itself is bogged down by tech and backend issues, they cant do anything despite being very nice and competent, the QB payroll itself is not effective. Three times now I have been unable to payout my weekly payroll bc QB puts arbitrary limits on what I can pay out, despite having more than 10x the amount in my bank account. Really frustrated with this product. payroll needs to pay people. Need QB as a partner to make that happen or get out of the payroll business- it's too important of a function to mess up! 

Hi there, malinda-tutt.

Thank you for visiting the QuickBooks Community. I understand how important it is to correct your W2s and contact customer service for assistance with your problems. With this, I'll be sharing details on how the said tax form works in QuickBooks. Then, I'll ensure you'll be pointed to the right support team to assist you further with this W2s matter.

Please know that the amendment process or corrections on W-2s depend on if you chose to have us pay and file your federal and state payroll taxes for you, or if you opted to pay and file them yourself. If you aren’t sure, you can check your automatic tax payments and form filing status first.

Since you've mentioned that QuickBooks followed w2s without doing the corrections, it seems you have auto pay and file turned on, so it means we pay and file for you. With this, I suggest contacting our QuickBooks Support Team again to request a correction. Then, they'll fix it and file a W-2c form with the SSA. You’ll also receive a copy of the W-2c to provide to your employee and an updated W-3 copy to print for your records. The expert you talk to can let you know approximately when you and your employee should expect to receive the W-2c and W-3c.

Otherwise, if you have auto pay and file turned off or you pay and file electronically or manually, you don’t need to create or file a W-2c form. If you find the mistake before you file your W-2s and W-3, you can just follow these steps:

1. Fix the issue with your product.
2. File your W-2 forms as you normally would.

However, if you or your employee finds the mistake after you file your W-2s and W-3, you need to create and file a W-2c and W-3 form with the Social Security Administration manually. To do this, see the General Instructions for Forms W-2c and W-3c section in General Instructions for Forms W-2 and W-3.

Lastly, you may refer to this artilcle to see the most common W-2 questions so you’re always prepared for tax season: Get answers to your W-2 questions.

Please know that you're always welcome to post if you have any other concerns about W2s. I'm always around to help, malinda-tutt. Wishing you and your business continued success.