I know I have made (at this point) multiple discussions regarding Quickbooks' Online Payroll Support, but this has gotten out of hand. Not only have I consistently been lied to about that status of our ticket for the upwards of a little more than a month, but, now things that I was told were in rotation...are suddenly NOT viable. I was told last Wednesday (03.27.2024) that a supervisor would be in contact me within 24 - 48 hours. Absolutely no one called. I was told the week before that our case had been escalated and that we would be getting a message within 3 business days to let us know that our case (which we had to RESUBMIT and open another NEW CASE since the corrections department neglected to open the files we uploaded in time and thus lost the ability to view them...which we were NEVER told happened and for a month we were told it was being worked on, only to find out that it was never even started in the first place). Anyway, no messages from anyone in corrections department or support team was received. Now (today, 04.01.2024) I am being told that they are not escalating cases at this time.
As a company that has been with QuickBooks for over ten years, this whole experience after moving to Quickbooks Online has been disheartening, time consuming, frustrating and at times downright infuriating since the start. We are constantly being lied to or having information withheld from us regarding our cases and we are consistently the ones that reach out for updates only to be given the run around or flat out lied to in response to their statuses. It is safe to say that after this tax season is completed and we've been able to file our taxes (which we cannot do in a timely manner, as QB has consistently given us false information regarding when our ticket will be completed and our revised tax papers sent) we will most likely be looking into using a new service for our payroll and tax needs.
