Anyone else a bit frustrated with Intuit Full Service Payroll transition to Quickbooks Online Payroll Core?

djpinna · ‎January 13, 2022

I've used Intuit's Full Service Payroll since 2014, and Quickbooks desktop since 2011 without any issues. At the end of last month (2021), while changing my company from an LLC to Inc., I discovered that Intuit Full Service Payroll is no longer supported and being sunset and transitioned to Quickbooks Online Payroll Core.

A few problems:
1.) I was never notified that Intuit Full Service Payroll was being replaced and my account is still (as of today) NOT transitioned to Quickbooks Online Payroll Core.

2.) There is no longer any phone support for Intuit Full Service Payroll. This makes it challenging to address a number of issues (e.g. Can I close my Full Service Payroll account and save the $120/month now that there are no active employees with the LLC, having confidence that tax documents will be sent to employees? Will my files ever be ported over to Quickbooks Online Payroll? How long will I have access to my Intuit Full Service Payroll records after closing the account?).

Because of the timing of the conversion of our company and Intuit's change from Full Service Payroll to Quickbooks Online Payroll Core, it now makes sense to no longer purchase Quickbooks desktop and instead pay the monthly fee for Quickbooks Online + Payroll. However, this creates a few problems:

4.) New interface. Sigh. Anyone who is accustomed to Quickbooks desktop will quickly realize that the 'user friendly' interface is anything but friendly to experienced Quickbooks users.

Bugs in the new Quickbooks Online Payroll Core: I spent an hour on the phone with tech support this morning to identify why:

5.) In the "Payroll" tab no matter what we do "Review your authorization forms" in the Setup Tasks will not go away. No matter how many times I 'review' it is stuck. Still stuck btw.

6.) Why I was only able to process payroll with 'physical checks' instead of direct deposit when the account deposits were verified and all CA State and Federal EIN/TIN was entered. Turns out there is some kind of glitch that can occur when you don't follow a specific order.

7.) When I went to specify the bank to use for direct deposit under "Payroll Settings" and identify the correct Bank Account the full bank details do not display the full name (My bank has 3 separate accounts - savings, mms, and checking). I accidentally chose the wrong one, and instead of being able to select the correct account I had to once again verify my bank account (even though already linked) which takes 1-2 days thus causing me to miss payroll deadlines. This is really rather silly. If a bank is linked already, you should be able to change which account without having to re-verify with a test deposit. Which BTW is a DEBIT not credit and I've yet to receive my credit for what they debited.

One of the nice benefits however is that Quickbooks Online Payroll Core is actually cheaper than Intuit's Full Service Payroll + purchasing a desktop version every year right? Well...the problem with this is Intuit's new business model.

I'm a shareholder of Intuit and appreciate the company. My office for many years was on East Bayshore right next to their HQ. I really appreciate Intuit as a company. However, their new business model is not good for us as consumers. This is why:

8.) Quickbooks makes it cheap because they try to upsell you on horizontals. Have insurance? Great! Add it to your Quickbooks but while you do that lets change that broker on record shall we.

9.) Forcing you at every turn to have a Quickbooks Checking account. Listen guys, I've got a TON of bank accounts, the last thing I want is yet another to deal with. I'm now getting some card for this Quickbooks Checking account that I don't want, and on every screen (including payroll btw) this is their default to use. No thanks.

10.) Cutting costs with outsourcing customer support to the Philippines (and maybe India?). I'm not a fan of this new trend that too many companies are using. I literally had a 'call back' from someone today who I just plain and simple could not understand. I mean seriously, I understood maybe every 5th word. It's that bad. And the advice with those you can understand? No. They are not familiar with the nuances of payroll taxes in the US.

Anyhow, I know this is an unfortunate situation that won't last forever. All of us that use Quickbooks Online Payroll Core are essentially gamma testing this new platform and all of us (Intuit and customers) will work out the kinks together.

I just wish that the combination of sunsetting Intuit Full Service Payroll didn't happen at the same time I did a company transition, stopped using quickbooks desktop, and started using a relatively new (and bug filled) Quickbooks Online Payroll Core.

Best of luck friends!

djpinna · ‎January 14, 2022

1/14/2022 Update

11.) Quickbooks Payroll Core debits your bank account to link your bank. I had to do it twice due to issue (7) above. The first debit was four days ago. I'm wondering where my credit is for the debit. Via chat support I request a call back. The first call I got the phillipines and said it was a banking issue and they had to transfer me. After waiting 7 minutes I hung up. When I got the second call back I got a local operator. Get this: After spending 57 minutes on the phone, Quickbooks initially said it was a problem with my bank (the debit was supposed to get credited right away) and to contact my bank. I called incorrect information since no, no my bank does not prevent transactions. What am I supposed to do? Call my PB at the bank and say "Hey you prevented an ACH from Quickbooks?". Yeah right. They then wanted to see a screenshare in my bank account to see the debits. No problem. They then thought it might have something to do with my merchant account. No, that's incorrect too.

After 57 minutes the correct answer is "it takes 2-3 days once you verify your account to get it credited back". Of course I'll check in 3 days to make sure I get my $0.xx credited back to my account.

So friends, if you haven't received your credit for the initial debit it's supposed to take 2-3 days once you VERIFY your account (and not 2-3 days from when they debit it).

djpinna · ‎January 14, 2022

12.) Trying to close Intuit Full Service Payroll. I was told that Intuit Full Service Payroll no longer has phone support and was given the chat client. I kid you not this was the interaction below where they just closed chat support when they saw I also had a Quickbooks Online Payroll Core account. They didn't read my message, just copy/pasted a generic response and closed it.

Anyhow, I then called Intuit Full Service Payroll (yes, they DO still have phone support) and spoke to an operator. They confirmed I want to wait to close Intuit Full Service Payroll until AFTER February 15th once the 2021 tax forms have been generated. So even though I'm not using Intuit Full Service Payroll for any transactions in 2022, I'm paying them $119/month for Jan. and Feb. so that they can generate the forms for me and my employees. Of course, this is in addition to the whatever dollar amount I'm paying for Quickbooks Online Payroll Pro.

Hello - My intuit full service payroll has not been converted yet to Quickbooks Online Payroll Core. That is OK because we changed company organization from an LLC to S Corp. I have created the new S Corp Quickbooks Onli...[cut off]

Hi, [first name]! Good day and thank you for messaging Intuit Online Payroll support! I hope you’re doing well today.To get started, can I have the complete business name, business phone number and email address on file to pull up your account?

[Redacted contact information] and Thank you. Hello - My intuit full service payroll has not been converted yet to Quickbooks Online Payroll Core. That is OK because we changed company organization from an LLC to S Corp. I have created the new S Corp Quickbooks Online Payroll account. I have terminated the employee with the LLC Intuit Full Service Payroll. Can I now close Intuit Full Service Payroll account? My concern is 1.) that you will still generate the tax documents for my one employee, and 2.) that I'll have access to the documents for a period of time.

Upon checking your account, it seems you are using Intuit Online Payroll (Full Service). I would love to assist you however, your concern is outside our scope of support. To reach the correct support, kindly follow these steps:1. Sign into your QuickBooks Online/QuickBooks Online Payroll/IOP Full Service/QuickBooks Desktop company.2. Click the Help icon in the upper right of the screen.3. Select Search tab then Contact Us at the bottom part.4. Enter what you're needing assistance with in the “How can we help?” field and choose Continue.5. Click Get a callback or choose the option to message us.6. Enter your contact information.7. Select Call me/Get a call.Or you may use this link to route you to your respective department : https://quickbooks.intuit.com/learn-support/en-us/open-programs/contact-support/00/433872I apologize for any inconvenience. Thank you for contacting Intuit Online Payroll. Stay safe and have a great day!

John Marvin has left the chat

10:43 AM

System Event at 10:43 AM: John Marvin has left the chat

djpinna · ‎January 14, 2022

13.) Since I have to keep Intuit Full Service payroll live for another month, and I've changed bank accounts, I need to update bank account details for Intuit Full Service Payroll so they can charge me. Again, not to process payroll - just so that they can charge me.

I talk with a support specialist. They give me this url: https://quickbooks.intuit.com/learn-support/en-us/manage-intuit-account/change-your-direct-deposit-b...

I select "Intuit Online Payroll" It says to fill out the form (done) and then step 2. "Upload your completed bank account change form..."

I click the "Upload" link which goes to https://intuit.app.box.com/f/b6dd2e94c4314a6cb2fe4a847082caa6 The link is invalid. It's no longer accepting changes.

I'm on the phone with the tech support specialist who gave me this link because by now I know to keep them on the phone with me until completed. I try to explain that the Upload link does not work. She tries to tell me it's because the link will not work after 3pm PST. Well, get this, I'm in Silicon Valley. It's 11:58am. And no, links don't work after set times in the day.

Minute 35...still on the phone. She's asking for my Intuit Full Service Payroll account ID. I ask where would I find it? She says hold down "Ctrl + Alt + ?". "Mam" I say..."this is an internet browser. That doesn't work. Where would I find my Intuit Account ID? I have tabs Home, Payday, Employees, etc." She says "It would be under "Account Settings Billing Details". No it's not - I don't have Billing Details. Okay sir please hold.

Minute 46. The operator comes back and literally spews nonsense. I mean...literally nonsense. She's saying she only has access to Quickbooks Core. Well that doesn't matter because you do have access to the internet. You can click the url: https://quickbooks.intuit.com/learn-support/en-us/help-article/payroll-preferences/change-payroll-ba... You can scroll down to "Intuit Online payroll" and you can click in step 2 the upload link which goes to https://intuit.app.box.com/f/b6dd2e94c4314a6cb2fe4a847082caa6 and says "This page is unavailable or no longer accepting submissions".

I tell her I give up and wish her the best of luck. While on the phone with the operator I also tried chat support. Had same issue. Can't find my account because they only have access to Quickbooks payroll.

The problem: Tech support doesn't have access to Intuit Full Service Payroll accounts that have not yet been moved over to Quickbooks Payroll.

The solution: I give up. I'll keep the bank account open so you can charge me the $119 in February and then close the account. My CPA can deal with the bookkeeping.

Kevin_C · ‎January 14, 2022

I hear your sentiments, @djpinna.

We'd like to take a closer look at your issue so we can provide a timely resolution. Please expect a private message from one of our admin to discuss further with your concern.

If you have any other concerns about QuickBooks, feel free to post again in the Community.

ihatetsheets · ‎January 16, 2022

I am trying to pay a new salaried employee (all my other employees are hourly) - It won't let me pay her because it says I am missing info in her payroll info but won't tell me what. No possibility to contact Intuit Payroll. Very frustrating and my employee needs to be paid!

DebSheenD · ‎January 16, 2022

I'd also feel upset when I'm ain't getting the right help, ihatetsheets

Ensure that all the employees information are completely setup. If this is for Full Service Payroll, I'd recommend reaching out to our Payroll Support Team. They can check and investigate this further. They're also equipped with tools to determine the main cause of this.

Please note that our agents are available Mondays to Fridays 6 AM to 6 PM PT and Saturday 6 AM to 3 PM PT (for Plus, Essentials, and Simple Start users). If you're a QuickBooks Online (QBO) Advanced user, you can contact them anytime on any day.

For the new Help menu interface:

Go to the Help menu, then Contact Us.
Enter direct deposit delay issue in the description box and click Let's talk.
Choose either Start a chat or Get a call.
Complete the required information, then you'll route to the next available expert.

I've also added this article that'll help you through printing the form: View and print employee W-2 forms.

Please do get back on this thread if you need further assistance in paying your employees. I'm always here to help you.

djpinna · ‎January 23, 2022

A week later...no private message.

AileneA · ‎January 23, 2022

Hello, djpinna.

Due to the high volume of Customers, It could be one of the possible reasons why you still didn't get any response or call back from our Customer support team. Though, I suggest reaching out to our QuickBooks Support team. They can access your account securely and follow up with your concern.

Here's how:

Sign in to your QuickBooks Online company. Then click Help (?).
Click Talk to a human.
Choose Talk to a human.
Enter your concern.
You can either select Get a callback or Message an agent to get a representative on the line.

To make sure you'll get prioritize to your concern, please check the availability time of our customer support team. You can contact us every Monday to Friday from 6 AM - 6 PM. Also, phone support may be limited due to volume.

Please know you can continue to reach me here with any additional questions. I'll be standing by for your response. Have a good one.

djpinna · ‎January 23, 2022

I appreciate the response. If you've read my posts you'll see that I have worked with customer support numerous times so obviously know how to contact customer support.

I was simply responding to the individual who said to expect a private message. I have not.

Again, thanks for your response.

ihatetsheets · ‎January 23, 2022

I will update my post by saying that I did call the number given to get a live agent and she patiently solved my issue on the phone!

chaseair · ‎March 29, 2022

Hello,

My name is Charles and I would be glad to empathize with you regarding this matter, as the same thing happened to me.

We at Quickbooks value your patronage, we just didn't feel like letting you know that we discontinued the payroll service you have relied upon to run your business and provide sustenance for you and your family.

We do have an easy solution IE go to ADP and sign up quickly, that is after paying all the financial penalties that the IRS and state and local governments have imposed upon you since we ceased filing your forms. Thank you and have a nice day.

jonesr2k · ‎June 09, 2022

This new version is absolutely horrendous. I've used Online Payroll for many years and loved it. Recommended it to tons of people. Sorry to say I can no longer recommend it. Anyone have any recommendations for a new system?

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Anyone else a bit frustrated with Intuit Full Service Payroll transition to Quickbooks Online Payroll Core?