So several years ago, I set up QB Online Payroll and I used my cell phone number at that time. Since then, I have a new cell phone number and I have changed my account to that new number years ago. Now, years later, we're changing banks to a new bank and when I go to verify the bank account it wants me to verify I am how I am by sending me a 6 digit number to that old number.
I no longer have that mobile number, and I have called support over and over for a month now trying to get that number changed. I have uploaded my ID, Faxed in the information, talked to and chatted with support. All I get is they start a new request and the process starts all over again because they say it has to be done by backend support.
I've asked for escalation, to speak with a supervisor, and more; just to be hung up on or told that there is nothing that can be done; but to escalate the call. How many times do I have to escalate it?
1. What's really, I mean really, strange is that I went to ADP and Paychecks and they set up payroll for me while I was on hold trying to resolve this issue.
2. After being handled by ADP and Paycheck, I decided to test QB by creating a NEW company payroll account. Guess what, I was able to setup payroll all over again easier than getting a mobile number changed? How does this happen?
3. I also have two Company's with two separate EIN payroll accounts. The other payroll account was set up years ago and it too had a mobile number that is no longer valid. We changed this bank account first in July and ran into the same problem. However, while on chat, the tech support person fixed it and had me log out. Then I went back to payroll settings and I was asked to verify a new mobile number for the principal officer by entering in my birthday and SSN. So, great then, or as I thought, that in two weeks we'd do the same thing for the other company during the next payroll cycle. However, this time nobody at Tech support could fix it on this company. They just ask me to upload ID, Forms, etc. which I have done and still nothing.
Summary: If you don't have access to a mobile number to get a verification code then Tech support should be ablet to verify you. Secondly, don't give me 'crap' about needing my ID etc. to verify I change my mobile number when I can provide my SSN and date of birth. Thirdly, don't give me any 'crap' about protecting my bank account, because you allowed my to set up a NEW Payroll account and linked it to my bank acount without, I MEAN WITHOUT, YES you got it, NOT A SINGLE piece of documentation! Not a picture ID, NOT a form, NOT a single piece of paper was needed.
