@sannaw 

Any specific concern?

Hello there, sannaw.

 

I understand your desire to get a callback. But before I hand you over, I'd like to offer help.

 

Aside from our phone/chat support, the Community, also have a trained support specialist that can answer QuickBooks-related questions. That said, may I know what are you trying to achieve? I'd appreciate any additional details that you can provide and I'd be happy to find a solution for it.

 

In the meantime, you might want to visit our help page to browse articles that can guide you with your QuickBooks tasks. To get started head to our QBDT help articles at this link.

 

I'm looking forward to hearing your follow-up response. Any additional information will help. Have a good one.

My concern is about the discrepancy in the payment amounts between QBO payroll tax payment, record, and the actual payment to the State.  I think it just due to the round up round down on the figures, as they are only few cents difference.  Almost every quarter I have to contact QBO to fix for me.  Sometime the agent can fix right during the chat, sometime they have to write up a case to Payroll team.  I really need it to be fix by the deadline 1/31/2022.  For details please contact me direct.

Attached is my yesterday chat record.  You can see the agent disconnected the chat after my 1/2 hour wait time with no announcement, ever I keep pop her in every 3-5 minutes that I am still there.  I wonder if such agent can take only 5 calls like this for a day to earn a living.  It's not acceptable.

 

[Attachment removed]

I hear your sentiments, @sannaw.

 

Please know that this isn't the kind of service we want you to experience with us. Rest assured that I'm here to help address your concern right away.

 

This issue has been escalated, and you can expect someone to reach out to you soon to further discuss your concerns.

 

I appreciate your patience and understanding as we continue working toward a resolution. Please let me know if you need anything else. I'm here to keep helping. Take care!

I can Never get an experienced person to call me back. When whenever I get to the level that is advanced they hang up on me. Going to find another company after 8 years. Try to help me. [email address removed]

NOTE: After typing a DETAILED response “Authentication Failed”, and my post is gone! I have now learned to compose my responses in Word and copy and paste them into the response, so I don’t loose all my work. Is this intentional Intuit? I would love to know how to file an official complaint as well. I am a long time desktop user (22 years) and have been hesitant to make the switch to Online. But I have been taking customers on that use Online and learning along the way. Ultimately, I'm a seasoned bookkeeper and understand the way the software needs to work. This makes it easy for me to come to the desired result. I had a client come to me who just purchased a business and looking to do things in more of a modern fashion. Because he is a mobile locksmith, QuickBooks online seemed fitting for obvious reasons vs desktop. In addition he was using Square (and very happy may I add) and I was sold on the smooth transaction between QBO Mobile App and QB GO Payments for my client while in the filed. I guess it's unfortunate for us that he works in a state with sales tax based on location (WA). It seemed the sales tax feature "based on location" would prevent him from having to use the WA state sales tax rate lookup tool, and QBO would do this part of the work for him. Unfortunately, when I reconciled his books in July I realized that when he is on site, using QBO Mobile App, and the sales tax is set to "based on location" the sales receipt is not calculating sales tax correctly. He is accepting payment on the spot, either by using the QBO Go Payment or receiving a physical check. He takes the payment that QBO Mobile App directs him to take. And then SOMEHOW QBO updates the sales receipt, to the CORRECT sales tax amount (based on the ship to address) and then the deposits don't match... because QBO corrected itself! I need a fix for why the Mobile App is not calculating sales tax at the point of sale correctly? It is costly for my client to pay me to fix all of these transactions. Not to mention KNOWINGLY collecting incorrect sales tax is a big NO NO. I called support in July 2021. I spent hours on the phone and apparently talking through a support person to a higher up. I provided DETAILED information that they asked me to upload so they could figure this issue out. I was provided a Case #[removed] - and an investigation #: INV-60532. And then nothing... I NEVER heard back? When I followed up, I was told the case was closed! Fast forward to 1/19/22 - Spent 60 minutes on the phone with support. She was wasting my time asking all the "basic" questions, which we already knew were not going to work, while she waited for tech support to be available. I asked if we could stop this and tech support could just contact me when they were available? She said yes, and I very specifically asked how that response would happen. She said they would email me. I was provided Case # 1575043359 and it has been 10 days with no response? At this point my client would like me to find another software. I really can't blame him. As a bookkeeper with 22 years using Intuit products, I will not be so fast to recommend QuickBooks Online products to my clients. NOTE: After typing a DETAILED response “Authentication Failed”, and my post is gone! I have now learned to compose my responses in Word and copy and paste them into the response, so I don’t loose all my work. Is this intentional Intuit?

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@vendettisroofing wrote:

Going to find another company after 8 years. 

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@vendettisroofing 

You can buy a 3rd party conversion service to another accounting app.

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@BookkeeperNatasha wrote:
At this point my client would like me to find another software. 

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@BookkeeperNatasha 

Time to explore another accounting app and you can buy a 3rd party conversion service.

I have a folder full of "Intuit Fails" with terrible and non-existent customer service. Looking hard for alternatives right now, ADP not looking so bad

First of all, let me start off by being direct, I am very disappointed in a company as large as Quickbooks for the lack of customer service and concern for their clients. I am 4 days from a month of waiting for my ACH deposits to deposited into my business account. Every time I have called to inquire as to the status of these payment i am told a different story and because of this, my small business is suffering. I have asked several times to speak with a supervisor and file several reviews asking for a call back from someone of authority. Quickbooks over a four-week period has continued not to respond or resolve this problem. I entrusted " SLOWBOOKS" with my business and entered into a yearly contract for them to do a service that has NOT been performed. PLEASE, PLEASE, PLEASE do the job I hired you for... Or propose a solution to Pay Me My MONEY. My company is 2 Sister's Staging Homes do your research into how much time and the numerous phone calls I have made and stop taking your clients on this rollercoaster ride

This has been my experience, customer service is beyond terrible.  I have 5 call backs about a few simple questions about business checking. This company has the worst customer service i have ever seen, its like dealing with the cable company or AT&T.

This company has no interest in customer service, they hide phone numbers, have call backs in a twisted manner, if you dont drop the specific buzz word the routing system sends you to god knows where.  Horrible customer service.

 

 

 

 

Well I will state it here for the record in case anyone from QuickBooks reads these or cares what their customer experience is (clearly not from the long comment chain on this post). The lack of the ability to escalate a customer service question is unacceptable. There have been countless times that I have been told incorrect information by an agent, or asked a question that an agent could not answer. It happens basically every time I reach out, and EVERY TIME I am shuffled between agents who also can't answer. It is frustrating and a huge waste of time. My average engagement time is over two hours. Lastly, there is NO transparency or consistency over what they can discuss with the principal account holder versus another authorized account holder. I feel I'm occasionally brushed off with a "we can only discuss this with the principal account holder" for seemingly no reason for a VERY basic question about QuickBooks that pertains to no specifics about the account. I've had other way more specific questions answered at my current admin access. I'm sure if I call back and spend a hour on the phone with someone else they will answer my question. Half a day gone to QB "Customer Service"

As a QuickBooks ProAdvisor, all I can say is that it is becoming embarrassing to be associated with them!  We used to have a dedicated US ProAdvisor Support line, but now we have to look up articles online, chat or request a callback.  If this has to be done while the client is watching, it looks like we have no idea what we are doing!  Be assured, after 24 years working with QuickBooks, I have already done all the troubleshooting before I resort to contacting support.  To add insult to injury, inevitably I am connected to someone in the Phillipines who has roosters crowing in the background.  This is SO unprofessional!  

I have tried for 5 months to cancel my subscription to Quickbooks because I have never been able to log in without a message saying I have to spend another $30. Per month in order to use it. I have talked to dozens of people at QB who have no answer for me. But still they take $30.30 a month out of my account. I blocked them from my bank, so they went ahead used my Visa for the fifth month in a row that I have had “0” cooperation from Intuit, in ANY WAY. Last month I was given the run around and on the phone between different operators and hold times for 3 HOURS!

This an outrage for a company that sells book keeping software!! The only person who could help and dug at least deep enough to find out the problem disconnected when she was transferring me.I believe her name GLENETTE. I have sent numerous emails and never have received a response. I have left countless voicemails which have never been returned. I have filed a complaint with the State Attorney General’s office and have no choice than to 

Hello, Wendy. 

 

This isn't the kind of impression we want you to experience, especially when canceling a subscription. I also understand the impact it would bring to you since money is on the line here. 

 

I'd like to turn this around by helping you in the Community space. 

 

I take it that you've purchased your QuickBooks Online subscription through the Apple App Store or Google Play Store. 

 

QuickBooks Online subscriptions purchased through an app store are handled differently. In this case, make sure you've cancelled your subscription in your app store account: 

 

For Apple devices:

1. Go to the Settings app on your iPhone or iPad.
2. Select your name to access your Apple ID.
3. Go to Subscriptions.
4. Select QuickBooks Online.
5. Tap Cancel.

For Android devices:

1. Go to the Play Store app.
2. Select the Profile icon.
3. Go to Payments & subscriptions, then select Subscriptions.
4. Select the QuickBooks Online app.
5. On the Manage subscriptions window, tap Cancel subscription.

 

More details can be found here: Cancel your QuickBooks Online subscription or trial.

 

In terms of your refund, I would suggest contacting the app store's support since they have your billing details.

 

After fixing the billing issue (including the popup message when logging in), do you need to export your data for record-keeping? This article will guide you through the process: Export reports, lists, and other data from QuickBooks Online.

 

Do you have any other concerns regarding your QuickBooks Online data? Please let me know and I'll hear you out and provide some details. 

They are terrible!  I need an employee’s  W2 amended because it’s all wrong. I can’t talk to that team only set up a meeting with them to discuss next availability is April 26th!! This is most ridiculous thing I have ever heard.  I will not be renewing my payroll assistance! They are no help

Please note that the amendment process may differ for every QuickBooks Online Payroll versions, @cbahnsen. I'm here to help you correct your W-2 form.

You need manually create and file a W-2c form with the Social Security Administration if you are using QuickBooks Online Payroll Enhanced. This is because W-2C form is currently unavailable in this payroll service. Thus, you'll have to do it outside of the program. In General Instructions for Forms W-2 and W-3, look for the section on W-2c and W-3c.

We will be the ones to fix it for Core, Premium, Elite, and Full Service users. If you’re using one of these, we’ll be the one to file a W-2C form with the SSA and mail it to your employee. A copy of the updated form will also be sent to you.

I know you already contacted our Support Team but if you’re using one of the the payroll services mentioned above, you’ll need to reach out to them again to request a correction. I’ll show you show:

 

1. Go to the Help icon and choose between Assistant or Search.
2. Click the Contact Us and enter your concern. 
3. Tap Continue.

 

 

For more information about correcting and amending W-2 forms, you can click this article. You can also refer to this article to print your W-2 forms if you opted to file manually or send paper copies to your employees. 

Let me know in your reply if you have follow-up questions about your W-2's or any payroll concerns. I'm always around to help you. Keep safe!

From what I've heard of QB Payroll I'm glad I never went to it. I have used ADP for years. It's about the same $ for me and support is incredible. 

 

As far as other support... chat, useless. Phone, hit or miss. The US based (sounds like a southern-ish state) is better, but I've had definite MISSES where the person has no clue and no answer. The foreign help is sometime ok, but even with the US people, please go somewhere where I can't hear your kids running around and the dog barking. With everyone crowing about how great it is to work from home, it's not always great for the people that have to join you on your perk.

quickbook is not helping. 2 of the chats with my concerns were left by the Quickbook team without any answer. they really are not helping at all. 

 

Quickbooks payments does everything they can to NOT help the clients. That's why they don't have a "real" place you can get help. They are the worst accounting portal company 

This doesn't work for customers. You're company continues to avoid its clients that is why you make them go to a community rather than take care of their problem. Can't wait to switch from quickbooks

 

 

I have just cancelled my subscription. Waited 12 months on a major issue is ridiculous. I have been spending too much time on this. Most of the time I get the reply "email development". Hells Bells. Are you all that lazy in QB? I am struggling to move forward with you lot and the best advice when I make contact after weeks of trying is "email development". What a load of wasters you guys at QB are.

 

Is the guy at the top not aware of this nonsense? If not, he should be clearing his desk and heading for the dole queue.

We are running into the same, if not WORSE situation with Quickbooks. I sold my boss on how easy QB would be and I am embarrassed, because it has been a nightmare!  

First of all, QB created this fake “cash” account for us and they held our funds hostage in this account until we “connected” our bank account. Then we could initiate a “transfer” out of their fake “cash” account into our REAL checking account. 

sounds good, right?  NOPE. 

suddenly we got bounced federal tax payment notifications ALONG with $100 charges. Why?  Because the idiot criminals in QB decided to take our tax payments out of this fake “cash” account that THEY created!!!

 

now they locked down our account and are continuing to “RE-debit” this fake account. It will never work because this is a FAKE ACCOUNT that QB set up, WITHOUT OUR PERMISSION, and any attempt to pull funds from this fake account will be unsuccessful. 

picture this. The owner of the company, up to his eyeballs in plumbing filth, 2:00 on a workday, trying to resolve this issue. 

what’s the latest excuse from these morons?  They don’t have one. 

I am filing charges with the FTC for deceptive business practices, wire fraud and anything else I can slap them with. 

This used to be good software. It isn’t any longer. RUN from this company. Don’t walk, RUN. You can do better on your own, with a calculator and 10 minutes of your time. 

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Thank you for bringing this up, @MAXX-AIR1.

We understand your feelings and the importance of getting this issue fixed. Please know that we've already forwarded this, and a specialist will contact you to assist in resolving it.

If there's anything else I can do for you, please let me know, and I'll be sure to get back to you. Keep yourself safe!