Has anyone else had a payroll cancelled after they received an acceptance receipt? This is ridiculous. I am really mad at this point and hope that I don't loose a client over this. I processed a payroll yesterday for payment tomorrow. Most of these are not local banks. I received my payroll receipt that showed the acceptance. Then later on that night, I received and email from the payroll fraud department saying that they couldn't verify some of the company information and they requested tons of documents (6 months of Bank Statements) It so happens that this is a new company that they had already sent the intuit less than $1 debit and credit two weeks prior and I processed payroll with no trouble last week. I am furious that they waited till after I processed payroll to decide that they needed all these documents. They also will not approve and do a next day deposit and all they can say is there is noting they can do. I also heard from one of my banks that they had other clients with similar issues. Can anyone tell me what is going on with this and why it's going on? If they keep this up and I loose clients because of it, I will be looking for a new software. It's not bad enough that they are trying to use their own people to help set up online assistance so they don't have to contact a pro-advisor and telling the clients that they can help them more than we professionals can is not right. Don't they know that we are their bread and b
Hi, Layne. I appreciate the detailed information about your issue.
I'll make sure that your concern is taken care of. Since the Community is a public forum, I am unable to verify your account. With that said, I'd recommend contacting our Payroll Support Team. They have the tools to take a look into your account in a secure environment and can further assist you with this matter.
Here's how to contact them:
Check out our support hours and contact us at a time convenient to you.
The Community is always here to listen to whatever concerns you have. I look forward to helping you out in the Community space.
Hi there, @Layne.
Since we're unable to pull your account to this public forum, I encourage you to reach them by using one of these chat links depending on your payroll service:
From there, they'll be able to create a case to prioritize it, and you can ask to escalate it so that the Payroll Department will get in touch with you about this hurdle. You'll also receive email updates once they've fixed the issue with your payroll service.
You can also use this handy Help site to learn more about getting starting with QuickBooks Desktop Payroll, like the latest payroll news and updates, and increase direct deposit limit: Get started with QuickBooks Desktop Payroll.
Feel free to visit us back here when you have questions. I'll be around to help. Stay safe and well, @Layne.
This is an internal workflow problem. If you look into the frustration of the customer, including myself, the problem is due to bad communication or the lack thereof. This could be immediately solved by just calling the customer and working through this.
This is not solving what the customer is asking for. The account is placed on hold which causes a hold on the daily oppositions just to take time out of our time to solve this problem that never was even there. A simple call to the customer could have been sufficient. Quoting a help line does will not help in this case to make the customer happy as this line of support do not have the ability to solve Fraud related issues. This fraud prevention is trying to solve a nonexistent issue.
I'm also really mad about this. It's exactly what you said; it places a hold on daily operations for a problem that never existed. I wish there was a way to just turn it off! I've been waiting since Friday for them to respond and take the hold off my account. Our whole business is tied up until they resolve it!