Payroll Corrections Team - Issue ongoing for 45+ Days, resulting in inability to pay employee

Sorry, I don't have a solution but am in the same boat as you.  I have been trying to get a correction since late October.  The issue was caused by Intuit during our switch from Quickbooks Desktop to QBOnline where QB Desktop filed a our 941 (with incomplete numbers) and it should have been filed by QBO.  I have been in a circular hell where QBO keeps saying another company filed the original 941.  Thought I finally had it resolved after  a conference call to both a QBO & QB Desktop supervisor at the same time...then yesterday, I received an email from the amendment dept saying they could not file the correction because original 941 filed by a different entity and were closing the request. Back to square one... I responded immediately to the email and was advised the amendment dept was closed until 1/3.  Like you, I am worried about how this impacts  year end.

I hear your sentiments, @AGonz and @Jeverhart. This isn't the kind of experience we want you to have using our product.

I'm joining this thread to inform you that we have taken note of this post, and we'll set a reminder for the Payroll Corrections Team to look into your issues. With this, both of you will get a timely solution.

We appreciate your patience regarding this matter. Please don't hesitate to let me know if you have other concerns. I'm always here to help. Take care, and I wish you both continued success.

Hi Rea,

Below are the unresolved case numbers I have outstanding with Quickbooks payroll.  Thank you for your help in escalating as I have not been able to resolve following normal channels with Quickbooks.

Issue # 1:

ID IC1122210124758  /  MTA-211123-0009  

Urgent:  Both of these case numbers are related to the incorrect 3Q941 filing discussed above

Issue #2:

case number: 1572393983 

Ever since we switched from QB Desktop to QBO, our state withholding taxes have to be manually paid online instead of sent automatically as previously handled by QB Desktop.  I have called QBO repeatedly and always advised to call the state dept of revenue because they have not approved the request by QBO.  I have called the state but guess what...they can't help me because I did not file the request...it came from QBO.  I have asked QBO to call the state DOR since they filed the paperwork but they refuse to follow up with the DOR or find out what is issue.  So I am in another circular unresolved problem since August.  At least I can send manually but this is what we are paying QBO to handle under the Elite plan.

Issue #3: 

Case:1572852801 941-X

We had an employee on short term disability.  I sent the short term disability paperwork to the Customer_Resolution team as instructed by QBO on 12/5.  I was told Quickbooks would enter a journal entry to record the appropriate payroll taxes.  I have not received confirmation that journal entries have been completed nor can I find out status when calling.

I get your point, Jevehart. And I appreciate you for sharing an update with us.

I want to ensure you get the best support available so this gets sorted out right away. Allow me to direct you to our support team.

I understand you've already contacted them, however, it's best to reach out to them again. They have the tools to look into your account and provide you an update about this matter.

Once everything is all set, you might want to utilize this link for reference in filing your payroll taxes seamlessly: Pay and file payroll taxes and forms in Online Payroll.

Please bear with us as we're working to resolve this. If you have any other questions about your payroll or with QuickBooks, you can always leave a reply below. I'll be here to answer them for you. Keep safe and happy holidays.

Jasro, I have spent hours on the phone with QB support with no resolution.  Can you check with Support on the Case Numbers I have provided and ask someone to email me with the responses?  

Thanks,

Julie

Hello, @Jeverhart.

Thanks for getting back to us in the Community. Allow me to chime in and share some information about the request you want regarding your case number.

As much I would like to help you with this, we're unable to do it here in the Community space. I read your replies in this thread and I can see that you have already contacted our Support team.

In order to get an update on your case numbers, I recommend contacting them again. They can use their tools to pull up your account in a secure environment and check any updates with those cases. You can refer to this link to reach them: Contact QuickBooks products and services Support.

You can also visit our website for more tips and other resources you can use in the future. Here's the link: Self-help articles.

Don't hesitate to post again or leave a comment if you have further questions with payroll or anything else QuickBooks. I want to make sure everything is taken care of for you. Take care always.

Just a follow up-My issue to file an amended 941 for 3Q2021 is still not resolved.  I was told it was assigned a new case number MTA-211230-6010 and was expected to be completed by 1/7/2022.,  Checked this week and still not resolved-I need a call from a manager or upper level person to provide the information so I can file the 941X myself.  I have literally spent several days on the phone with QB Support since this problem started and still not resolved...Supposedly we have the QB Elite service... :  

This just gets worse & worse...after my post this morning, I received an email indicating the amendment had been filed & a link to access the amendment with a PIN number & case number.  When I try to access it, it would not work.  I was referred to the QB Data Center who ran a scan on my file, said the data was corrupt and it would cost around $1800 to fix my file.  #1-I had no idea the data is corrupt, no warnings or messages  #2-we have the Quickbooks Online Advanced plan which I thought included back ups and managing data.  Now I feel like I am being held hostage with a surprise hefty bill to access my own data.  This is not right.    Apparently Data services is an option you have to buy separately...this is the first I am hearing of it.

I requested payroll corrections on 9/15/22.  I have called many times.  They keep telling me to wait more.  I needed 6 weeks added for 7 employees for a total of 42 paychecks. Someone added 2 of 42 paychecks and never went back to complete the task.  It is now 2023 and I cant create my w-2s or finish paying my 941s and every time I call they tell me another 30-60 days.  This is unacceptable. Why can't I make my own corrections? I used to be able to do so.  No one will help me.  Ive been with quickbooks for about 15 years and I will have to look elsewhere for a payroll service If someone does not respond and help me now. The corrections team is unaccessible to speak with. They won't speak to me.  They won't help me.  They won't make the corrections.  What are they doing?????

I hear your sentiments, @katrine11.

I can imagine the hurdle you've been through when requesting and completing your payroll corrections in QuickBooks Online Payroll. This isn't the kind of experience we want you to have.

We understand the urgency of getting this issue resolved. Please know that we've already submitted a request for our Tier 2 team to take another look at your cases, and they'll reach out to you soon regarding the next steps. 

If you have other concerns about QuickBooks, feel free to post again in the Community.