Local Income Tax jurisdictions for employees with the new Quickbooks Online Payroll Core

RRDI · ‎March 09, 2021

Has anyone else experienced the difficulty changing Local Income Tax jurisdictions for employees with the new Quickbooks Online Payroll Core? We are located in Pennsylvania. Previously we had Quickbooks Online Enhanced Payroll which allowed us to go in to the employees Local Income Tax settings and simply edit the jurisdiction. Upon entering new employees, since being switched to Quickbooks Online Payroll Core by Intuit, we discovered that we could no longer change the Local Income Tax jurisdiction but instead saw this statement: "Not seeing the correct local tax jurisdictions above? Please call our care team today to set up the correct taxes for your location." After spending an Hour & a Half on the phone with customer service person they were able to go get the Jurisdictions changed. You heard correctly .... One and a Half Hours on the phone. The customer service person was very friendly and as helpful as they could be but it was very frustrating to spend that much time dealing with something that previously we could do ourselves in a minute or less. This is the opposite of an improvement and I sure hope this is not permanent.

MadelynC · ‎March 09, 2021

I’ve got you covered, @RRDI.

I know how important time is for everyone. QuickBooks just makes sure that when it comes to payroll compliance like local taxes, all are set up accordingly.

The Community recognizes feedback and product suggestions to make the program better. You can send this matter through your QuickBooks Online company so our developers and management team could take action to help improve your experience. I’ll show you how:

Go to the Gear icon, then select Feedback.
Enter your suggestions, then select Next.
You'll be provided a list of suggested Help articles related to your comment. You can select Skip and send message.
From the drop-down, choose the appropriate category, then press Send message.

You can track feature requests through the QuickBooks Online Feature Requests website.

Let me know if you have additional payroll questions or concerns. The Community team will always here to help. Take care!

RRDI · ‎March 10, 2021

Thank you MadelynC for the response. It always helps to know that one is being heard. I did a Feedback entry as you suggested. Thank you for directing me there. I understand that Quickbooks wants to make sure things are setup properly but this is something that we, the end user, have been doing for years with no issues so it does not make sense that this feature would be removed. Another consideration for Quickbooks should be the amount of time their Customer Service Representatives and other employees are spending on this issue. Not only did I spend an hour and a half on the phone but so did a Customer Service Rep and others that they were communicating with to get this issue rectified .... again compared to previously when I, as an end user, could accomplish this task in less than a minute. I sure hope this gets changed back. I cannot appropriately express how frustrated I was when I got off the phone yesterday after an hour and a half. Thank you again for hearing me out and for responding to my comment. Sam

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Local Income Tax jurisdictions for employees with the new Quickbooks Online Payroll Core

Local Income Tax jurisdictions for employees with the new Quickbooks Online Payroll Core

Local Income Tax jurisdictions for employees with the new Quickbooks Online Payroll Core

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