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jpdoffice
Level 1

Intuit Online Payroll through Bank of America link

I have been trying to resolve a direct deposit rejection for my Intuit Online Payroll for Small Business for the last month. My employee had a fraud alert on her account which froze it when her direct deposit "hit". After multiple "chats" with Intuit reps and being escalated to the back office, I am no closer to a resolution. I get an email saying it has been "cleared", then when I run the DD, I get an email saying I need to write a paper check. This has been going on for over a month and each time I "chat", I start a new case and am escalated to the back office and "dropped". When I chat to find out what is going on, I get "we can't find a case so we will start one and escalate to the back office". It has been a month now, I have uploaded the requested bank documentation on the employee's account, and ...........................that's right, nothing. Is the only resolution to change payroll platforms? Cuz I am thinking this is the way to go, especially after the fiasco with my W2 e-file for 2019 (which I had to finally send paper forms and received no resolution on after HOURS of chat and actual phone calls--remember when you could actually talk to a representative for help?). I am beyond frustrated and ready to change all my clients to another platform. I have never had worse customer service from a vendor.

 

1 Comment 1
Maybelle_S
QuickBooks Team

Intuit Online Payroll through Bank of America link

Hello there, @jpdoffice.

 

Regularly, you can see a notification regarding the status of Direct deposit paychecks from the Paycheck List page and what are the actions you need to take. If an employee's direct deposit get rejected? There are a few reasons this may have happened. It could be employee's bank account may have been closed, or an incorrect account number was submitted. You can click this article to see different ways on how to resolve a rejected Direct Deposit: Resolve a rejected Direct Deposit.

 

You can also refer to this article to view common issues with direct deposit and how to fix it: Resolve Direct Deposit Issues.

 

If the issue continues to occur, I suggest contacting our QuickBooks Support Team again. They have the tools to securely pull up your account and help identify the reason for the direct deposit rejection.

 

Please check the articles below on how you can print paychecks or print pay stubs when you run payroll. Then, different troubleshooting guides on how to resolve the issue about viewing forms and/or paychecks but cannot print them.

Don't hesitate to drop a comment below if you have other concerns. I'm always here to help. Take care!

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