I'm trying to get help with reversing a payroll. Here is the history:
1) I processed a payroll for an employee manually. 2 hours later it didn't show up as processed. So I assumed it didn't go though and processed it again. Then right away it indicated processed.
2) I received a message from QB the next day indicating there was a problem with the payroll and would be delayed a day.
3) next day I see that the payroll was duplicated. I go on support with an agent, we did screenshare, saw the issue, and the agent showed me how to reverse it. I clicked reverse, then they confirmed on their end and would take 1 business day to receive the funds.
4) a week later nothing had been received. I did another agent chat (who had no access to previous case) and they indicated it would take up to 5 business days. They wanted me to re-request the reversal (I questioned but they indicated it would help). we tried on QB online, wouldn't allow. Then they said to do it on an online form. Tried but couldn't bc the deadline had passed. They said the first reversal was still pending and would look into it. I requested an email with details and confirmation and they said they woudl send. Then I got no email with the case details.
5) next day I called QB again and 3rd agent looked into it escalating, and said that there was no record of these or the reversal and all was lost and I was on my own to figure it out to get the funds back from employee and taxes. Essentially the past 2 agents had lied. I asked that at least they help me work through the reconciliation in QB online to fix the payroll. I also asked that I get a dedicated agent to work through the case, since each time the new agent has no record of the past and They said they would send me all the details and we scheduled a call with a supervisor.
6) I never received a call. So I started another agent chat and relayed it all. They tried to take me through it and then do the void/delete first step on their end, then said they couldn't. They said we would continue the case the next day (since they were leaving for the day) and I reiterated my frustration of no continuity and difficulty trusting what they said. They reassured me the would call. They didn't call.
Then someone actually closed the case!
So I'm still in the same predicament. Duplicated payroll, no help, 4 agents, over a month of this, and not able to get any continuity or a dedicated agent to help me through. No agents seem to have any accountability for anything they do, and I can never talk to a person. QB online won't let me respond to a resolution center ticket either, it's just there. I have all the chats fully documented of all this. But still helpless.
I'm extremely frustrated and would like someone to please help me, or if anyone out there had a similar problem, any tips on how to get QB attention and resolve this would be appreciated! Thanks
