I was able to subscribe to the payroll system using the online function. The system showed my linked bank accounts and I selected the Checking Account. All was well until I went to run my first payroll. I only processed one employee as a test run. The following Monday I received an NSF email and a request to wire the money plus an addition $100.00 NSF fee. I called quickbooks to inquire why. The agent shared my screen and saw I had funds in the bank. She asked that I call my bank. She also said they would put in a request to waive the NSF fee.
When I called my bank they advised me that they leave a digit off the online system for security reasons and quickbooks would have downloaded the wrong number. I would have never known this. I called quickbooks back and they walked me through manually connecting the account number. I went through the verification process and saw they could deposit and withdraw from the account. Why was this verification not done on the automatically connected accounts? While on the phone I asked if the NSF had been waived and told it was processed.
Since it was after 3pm I processed a wire for the payroll in an attempt to unlock my account and I needed to process my taxes and run payroll in 2 days. I received a notice that afternoon that I was short $50.00. Apparently Quickbooks only waived half the NSF but never let me know. Some correspondence stating what was approved would have greatly helped. I called quickbooks back and asked to speak to a manager. A gentleman on the phone told me I was at fault because I should have sent the full amount and waited for a credit. He also stated this was not a Quickbooks issue. It absolutely is a Quickbooks issue that they do not verify linked accounts as they do manually input accounts.
I sent another wire for $50.00 just to get my account unlocked. It is now payroll day and my taxes are past due. I called and was told that wires are not reviewed until 1-4PST. I am in eastern time. This is problematic. Shortly after 3 I received an email stating a partial payment was made and I needed to immediately pay the amount $0.00. The next day (Friday, payday) I received an email stating that my account was paid in full and would be reinstated. I checked and it was still on hold. I called again. I was told that risk could sometimes take 24-48 hours to remove the hold. I explained the situation and stated I still had not spoken to a manager after almost 5 days of dealing with this issue.
It is now Tuesday and a full 7 days after being notified of the first NSF issue, of which there should have never an issue if Quickbooks put in the proper verification processes. I received an email stating I was on high risk and fax number (who still uses faxes?) or a chat with risk to upload a letter from my bank stating that there was no NSF but a safety feature which caused an incorrect account to be downloaded by quickbooks. That is how I was brought here. I still cannot access my payroll, my taxes are still late, and messing up my projects that I paid an extra upgrade for the functionality to track my labor expenses.
In all I have 4 days of 2 hours or more on the phone with quickbooks to resolve this issue, still have not spoken with a manager, and cannot seem to get anyone to give me a consistent timeline of when a resolution will be. When it is simple issue or you have a clarifying question Quickbooks customer service is quick and helpful. But when the mistake is on their end, they lack accountability and show no expediency in getting the issue resolved. I only want to be able to use the services I am paying for.
