Hello. I have the Assisted Payroll Service and it is stated in my payroll account that my employee's W-2's would be mailed out to them by Quickbooks and it is included in my payroll service. As of January 31, 2022, not one of my employees have received their W-2. I contacted support on 1/31/22nd 5 times, and after the 5th attempt, I received a call back. I was told I needed to wait till the end of day before reporting that they did not arrive. This was around 1:30pm PST. I explained that I have USPS Informed Delivery and I can see what is going to be delivered by USPS that day and the w-2 was not in the list. Again, he told me to wait till end of day. Well, they didn't arrive. I contacted support again today. The first time I called, I was told that she was not a payroll expert and gave me another number to call [Removed]. I tried the number and there was a recording that it was no longer the number to reach an expert. I contacted support again, and received a call back. She was not a payroll expert either, so she gave me another number to call [Removed]. Guess what? When I called this number, same recording saying this was no longer the number to call to reach an expert. I'm supposed to have round the clock support according to my subscription, but I cannot get reach anyone that can help me. I've tried to track the w-2's using my payroll login in "View Forms", but it takes me to a page error 404. On a not so separate note, as I mentioned earlier, it was stated in my assisted payroll account that the process of preparing w-2's, e filing w-2's and mailing w-2's directly to the employees was included in my service. Quickbooks automatically deducted over $200 from my business checking account for those services. Soooo, not sure how QB can state something is included in my service but bill me for an extra charge. I cannot begin to express how frustrated and dissatisfied I am with this whole situation. Most importantly, WHERE ARE THE EMPLOYEE"S W-2's? And yes, I am aware that I can print up the reissued w-2's from my account, but to me, that is not acceptable. I could have just gone to Staples, purchased a pack of w-2's for $35, and delivered them to employees early in January. Since I was charged for this service, and because it is now February, I expect to receive this service. Someone from Quickbooks Intuit Payroll, please respond.
