How do I get Quickbooks Online to stop overcharging us for our multi-state payroll service?

I appreciate you laying everything out, @thedlund.

This is not the kind of service that we want you to experience. I understand that you wanted to get rid of the states where you no longer have employees. With this, we have escalated this post, and someone will review your account and reach out to you if more information is needed. Also, to discuss the issue further.

Nonetheless, we’ll take note of your experience with our representatives. Thus, we’ll take action on it to improve our way of delivering a resolution to our valued customers.

Stay in touch on how we can assist you further with your multi-state list. I’ll ensure you get assistance in no time. Stay safe!

Thank you. Please add GA to the list of states that should be removed. We only had to report taxes to GA for the fourth quarter of 2021 and 2021 year end. I believe I also asked for GA to be removed in June, to no avail.

And... another instance of Quickbooks support saying they will fix the problem and then not actually doing it. We have been charged for FL, TX, and GA again. Another $36 that Quickbooks has overcharged us. 

Florida and Texas do not even have withholding accounts and our Georgia withholding account was closed in April. We have no active employees in those states. There are no forms for Quickbooks payroll to file. Why are you still charging us?

So again I ask, what do I need to do to actually get Quickbooks to stop overcharging us? Is this an instance where we'll need to use litigation before the powers that be actually pay attention to the issue and do the right thing to fix it? What is the process for making this an official complaint?

Contacted support again today via text. talked with Mariel and just asked for a refund of the overcharge instead of trying to get her to fix the root issue. She said it was approved and I should see it in 7 days. Also asked for a refund for the previous invoice in the calendar year. She said it was approved and I should see it in 14 days. She also said that the states would be automatically removed now that I've asked for a refund of the overcharge.

I'll check in with you next month to say whether or not I actually got the refunds and the states removed from my multi-state list. 

Hi @thedlund,

Overcharges for something you're not using should be refunded and prevented from occurring permanently. Please know that we appreciate you taking the time to drop by and constantly reaching out to the Community space regarding the issue.

I've already sent a complaint to our Payroll Team about the charge, and they may follow up to know more about your experience. I encourage you to keep us up to date about the refunds through this thread.

For now, I recommend waiting for our dedicated support to reach out to you. I'll keep an eye on this thread to ensure your concern is taken care of here in the Community.

Please don't hesitate to reach out if you have more questions related to the payroll charges in QuickBooks. I'll be here to help.

Thanks. Would it be possible to get a refund for the Florida overcharges for prior years back to the very beginning of the issue?

We switched to Quickbooks Online in March of 2018 and their Full Payroll service in April and did not have a Florida employee at that time. The only reason FL was on our account at all was because we'd had an employee during the first quarter before we switched and needed to include them in the year end payroll. But Florida doesn't have state income tax or withholding accounts and Quickbooks never had to file any tax forms to the state on our behalf.

I don't have access to all of the prior year invoices to verify how much Quickbooks Online Payroll service was charging per state for the entire time, but if it hasn't changed, then the remaining overcharged amount for Florida is $540 ($12/month for 45 months - April 2018 through Dec 2021). 

Let me know if you need some other documentation/action from me to process that.

Thanks.

Hello @thedlund,

I've seen you've exerted effort in explaining the situation of your payroll account and how you wish to get a refund for employee taxes in Florida.

I made arrangements to take a look at this and someone will contact you in time to discuss this matter. You may be asked to your documents handy so that we can use them as references for further investigation.

Thank you for your patience as we're working on this. Take care always!

One final update with a conclusion for the community.

**If you have a billing issue, ask for your money back FIRST.**

If you are overcharged, just ask for your money back. Don't ask them to fix the billing problem because the customer service reps often won't know how. They might tell you that they can fix it, but lack of consistent results shows me evidence they don't have the proper access or training for it. But if they submit a refund request, which they seem to be adequately trained and able to do, people that DO know how to fix the problem will take notice and get the job done.

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FL is finally no longer on our multi-state list after over a year of requesting it to be removed. TX and GA were also successfully removed. Yay! Thumbs up, I can sleep better at night, now.

However, on the refund side, we received only one credit of $51.84 on 9/27 (worth the overcharge of only 4 states) and were told via email support they are unable to refund us any more because their company policy is to refund only 60 days out. But this doesn't even cover the $72 overcharge for FL, TX, and GA for the last two billing cycles. Does it matter that the date of my first post here was 8/25? 60 days prior to that should include at least July's charges as well. And it certainly also doesn't cover the continued overcharge after the first time we asked customer support to remove FL from our multi-state list. Our 60 days should start 60 before we first reported this error to Quickbooks LAST YEAR. We should not have to pay for the negligence and inadequate training of your employees when we assume we can say "fix the root issue" instead of "give us our money back".

See below for the list of overcharges we requested to be refunded. We would be satisfied if we at least received a refund of the overcharges from the beginning of the current year. 14 remaining overcharges for a total of $168.

Sep 10001181756007 9/21/2022 charged $291.00. $36 overcharged for FL, TX, GA. Refunded $36 on 9/27
Aug 10001176171406 8/21/2022 charged $271.00. $36 overcharged for FL, TX, GA. Refunded $12 on 9/27, still overcharged $24.
Jul 10001170760493 7/21/2022 charged $251.00. $36 overcharged for FL, TX, GA.
Jun 10001165344932 6/21/2022 charged $262.44. $36 overcharged for FL, TX, GA.
May 10001160001854 5/21/2022 charged $262.44. $24 overcharged for FL, GA.
Apr 10001154654191 4/21/2022 charged $262.44. $12 overcharged for FL.
Mar 10001149198327 3/21/2022 charged $262.44. $12 overcharged for FL.
Feb 10001143710134 2/21/2022 charged $262.44. $12 overcharged for FL.
Jan 10001138239869 1/21/2022 charged $249.69. $12 overcharged for FL.

I will request one final time here that this remaining $168 overcharge be refunded. You should have all of the information you need here to make it happen. If we receive it, five stars, you will restore my faith in your company and I will acknowledge that the community customer service reps at Quickbooks Online are willing to do the right thing, argue the value of the principle over the rigidity of the policy, and put the customer first.

Thanks.

I know it isn't easy being overcharged, thedlund.

We appreciate you coming to the Community with an update about this matter. I want you to know that an Admin will send you a private message any time soon.

Your patience is much appreciated.