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

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).

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.

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.

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.

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!

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:

1. Go to the Help menu, then Contact Us. 
2. Enter direct deposit delay issue in the description box and click Let's talk.
3. Choose either Start a chat or Get a call. 
4. 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.

A week later...no private message. 

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:

1. Sign in to your QuickBooks Online company. Then click Help (?).  
2. Click Talk to a human.  
3. Choose Talk to a human.  
4. Enter your concern.  
5. 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. 

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.

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!

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.

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?