Payroll Major Issue, no answers, no way to escalate.

Hello jasmgc, 

I hear your sentiments and the experience you've had. I see the urgency of your need for resolution and the impact this has had on your company. 

Considering the seriousness of the situation, I highly advise contacting QuickBooks Online Support again. You'll want to request to speak with a supervisor or a more senior support representative who can provide the necessary attention and assistance.
 

Rest assured that we're giving this matter our full attention. If there's anything else I can do to help, please feel free to ask. 

I keep contacting customer support, but they only say that the investigation is ongoing. No other news. Just keep waiting. Payroll system is so broken that I can't even cancel the subscription. I get an error when doing so. So they are still charging me for Payroll Service, and they have offered refunds that we never got.
I called today, only to request that they provide the payroll data for year 2023 so we can file the annual w-2 and 1099 reports by January 31st. It's all we want at this point. To get our DATA BACK. 
THIS IS VERY FRUSTRATING AND EVEN MAKES US THINK HOW SERIOUS QBO IS BY HANDLING OUR INFORMATION. WE ARE NOW STARTING TO THINK ABOUT CANCELLING THE WHOLE SUBSCRIPTION AND MOVING ON TO ANY OTHER BOOKKEEPING SOFTWARE. WE CANNOT BELIEVE HOW BADLY THIS ISSUE IS BEING DEALED WITH BY CUSTOMER SUPPORT. HOPE SOMEONE IN QBO READS THIS AND PROVIDE THE CLARITY AND DATA WE NEED AT THIS POINT.

Almost 3 months, and still no answers. We are still paying for Payroll and no Payroll. We can't cancel the payroll subscription because the Cancel button is also broken. We were promised refunds for those payments made, but we still haven't got any refund. It's like talking to a wall. 

Unbelievable situation. We are hostages. 

Hi there, Jasmgc.

I understand the importance the fully using your QuickBooks Online (QBO) subscription as It affects when running your business. 

However, I recommend contacting our support team again. In this way, you'll gain secure access to the latest information and updates related to this matter. Rest assured that our product engineering team is committed to finding a solution and resolving this problem at your earliest convenience.

To contact our support team: 

1. Log in to your QBO account.
2. Click on Help (?) at the upper right corner of your screen.
3. Tap on Search, then select Contact Us.
4. Select a topic to connect with the right expert.
5. Choose how would you like to contact with QB support team.

· Via a Callback, where they’ll save you a spot and call you back.

· Via Chat, start a chat with our support.

Furthermore, if you want to know what will happen to our QBO data after you cancel your subscription, you can check this article: What happens to my QuickBooks Online data after I cancel?

Don’t hesitate to leave a comment if you have more questions about your QBO subscription. I’ll be eager to help you in any way.  

We do not wish to cancel our QBO subscription. We are happy with QBO. We are not happy with customer support, though. It's a nightmare. We just want to cancel the payroll subscription. We have already taked matter into our own hands by replacing QBO Payroll for Gusto Payroll. Since QBO Payroll is broken for us, we can't even hit the cancel button without getting an error message. Since our account is in autopay, you are still collecting on the payroll subscription. The refunds we were promised never arrived. Extremely disappointing.

Will contact customer support today, with low hopes.

I am having the same issues, been trying to change the primary admin for 1 1/2 months, always in progress.  I have opened 3 cases and told them we have let go of our accountant who was primary and she still has access even after she requested to be moved.  If our old accountant wanted to withdrawal all the money out of our account they could.  I am appalled at the lack of assistance in what I would deem to be an emergency situation.   We would transfer the data to a new account but can't even do that because we are not the primary admin.  I understand that was a mistake making them primary's, but what do I do to rectify this.  We spoke to a lawyer who said that with all the cases being opened that they could be held liable.  So I believe we are going through with the this and starting with a certified letter.  So For the person having a hard time with payroll, you may want to get a lawyer and start the process as well.

I'm having serious issues with Payroll support too. I've been working on making corrections since August 2023 (8 months ago). Corrections were done improperly, voided, and redone again improperly by QB Payroll Corrections Department. I opened cases only to be delayed and not solve the problem. Finally, they made a correction resulting in paying the employees the correct amount. I thought we were OK until I realized the corrections were not being included as income on the W-2s. Neither did they properly report employer-paid insurance as income and include it on Box 14 (despite my request to do so). Opened a new case and started all over asking for W-2 corrections. I would follow up on the status only to discover the case closed without my knowledge. Had to open a new case and start all over. Now I'm being told all they can do is either issue a paycheck or void a paycheck. Without doing that, they cannot correct W-2s. Since those corrections were already made in 2023, I don't need that. I was also left with a balance sheet asset account called Payroll Corrections that best I can tell, QB created to accumulate all the other sides of transactions they don't know what to do with. All I needed was for them to correct the W-2s and let me know what the offsetting entries were that created Payroll Corrections. I was told I had to file the W-2s myself manually. Since my payroll tax liability accounts wouldn't reconcile (they had reconciled to the penny prior to the correction made by QB), I was also on my own to try and figure that out as well as how to get rid of the payroll correction account on my balance sheet. The representative from payroll corrections today even said they don't have access to 2023 payroll reports or paystubs, so I was having to read off all the information to him. I know this to be untrue! I have worked with payroll corrections before. How can they do their jobs without access to such basic information? So many more details of frustration and getting the runaround that I won't go into here.

THERE MUST BE A WAY TO ESCALATE THESE PROBLEMS! I've sent feedback, I've responded to surveys with no reply. Please don't ask me to call the help line again. Does anyone have any other suggestions?