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Jblu
Level 2
posted
‎October 16, 2023 12:04 PM
last updated ‎October 16, 2023 12:04 PM

Bank Change

On 9/21/23, our small business opened a new bank act. The phone number for the Principal was no longer in service. I am the primary administrator but not the principal officer. I attempted to update the bank info on Payroll but there was a problem with the phone number listed for the Principal Owner; it was a phone number not in service. I called QB with this issue and then I uploaded my ID and signed a form and sent it back. My credentials were not accepted. I then attempted on more than one occasion to upload the credential of the principal officer but my request have met many blocks. On 10/12/23, my call resulted in an escalated case, I'm still waiting for the necessary forms to update this phone number which needs to be signed by the Principal Owner (he's my son). I was told today that I can expect that form by 10/18/23 and if not I can call back on 10/19/23. The account I need to change will be closed on 10/21/23 and I'm worried that I will not be able to run payroll on 10/24/23. Has anyone had this issue? If there's a way to bypass this please advise. I am baffled as to how my simple requests has turned into such a nightmare. 

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2 Comments 2
Bryan_M
QuickBooks Team
QuickBooks Team
‎October 16, 2023 01:38 PM

Bank Change

Thanks for raising your concern here, @Jblu. We appreciate you for contacting our live support to change the inactive phone number of the principal owner. I know this is challenging on your end, as you will run payroll this coming 10/24/2023. With that in mind, let me share insights that can help you.

 

Since we don't have access to your account in payroll, we recommend routing back to QBO Payroll Live Support  tomorrow, to see if we can have a turnaround of the timeline you mentioned and expedite the process to run your payroll without issue

 

Feel free to follow the steps below:

 

  1. Go to (?) Help icon.
  2. Choose the Search option. Click Contact Us below.
  3. Enter a brief description of your concern, then Continue.
  4. Select either Have us call you or Chat with us.

 

For additional use on changing your payroll bank info, check out these articles:

 

 

Please let me know if you have follow-up questions about this or anything else. I'm more than willing to assist. Keep safe.

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Jblu
Level 2
‎October 16, 2023 02:43 PM

Bank Change

On average I have placed at least two phone calls a week  to QB Payroll since 9/25/23. I have had to explain myself each and every time. Supposedly I now have an Escalation Case number:  [Removed].  The escalation was issued on 10/12/23 @10:50am. I did your suggested steps and the person I called today said I have to wait at least until Wednesday or Thursday of this week. Then I can get the form, submit it and then wait another 3 days for it to be processed. Seems like a lot of time for something not complicated. 

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