BE CAREFUL using Online Payroll Elite!
On 03/25/25, our company migrated to QuickBooks Online Elite Payroll. I entered all of our Active Employee YTD paydata to process payroll. However, I did not enter any of the 2025 1st Quarter Terminated employees YTD paydata. On 03/27/25, I told the QuickBooks Online Elite Payroll Expert that all of the 2025 1st Quarter Terminated employees YTD paydata would not be entered until the week of 03/31/25. HOWEVER, on 03/27/25, this Online Elite Payroll Expert logged into our Company account, added themselves as an "Accounting Firm" user, then they processed our 1st Quarter Payroll Taxes on 03/27/25 without all the payroll data and without our permission. These 1st Quarter Payroll Taxes were not accurate and they were not due until 04/15/25. Additionally, this QuickBooks Online Elite Payroll Expert made Journal Entries in our Company file without our permission, then tried to hide them (attached is a screenshot of the journal entry).
We only fund our Payroll Account for Payroll and Taxes in advance. So, when this QuickBooks Online Elite Payroll Expert processed the Payroll Taxes, we were never notified in advance about the payment resulting in the funds not being available in the payroll account. This caused the account to overdrawn.
I contacted QuickBooks Payroll Support on 03/27/25 - CASE xxxxxxxxxxx, 03/28/25 - CASE xxxxxxxxxxx was told that the QuickBooks Online Elite Payroll Expert would be permanently banned from our Company Account. Additionally, I was told that the incorrect Payroll Tax Payment would be reversed. HOWEVER, on 03/31/25, QuickBooks placed a HOLD on our Payroll Account claiming we bounced the Payroll Tax Payment that should have never been processed. They are preventing us from processing our payroll and told us to literally figure out how to pay our employees another way.
Today, 03/31/25, I have spoken to 10 different Payroll Support Reps that could careless about this situation. They acknowledge that the QuickBooks Online Elite Payroll Expert made a mistake, but are REFUSING to fix the problem! Instead of immediately fixing their mistake, they think telling me the case has been escalated and will take 5 additional business days to resolve is a satisfactory answer!
The last Payroll Support Rep, [PII removed], Case xxxxxxxxxxx, literally placed me on hold for 45 minutes making it appear as if he was discussing the problem with Tier 2/3. But it was a scam. He acknowledge it was QuickBooks mistake, that he never spoke to anyone and reiterated the same thing that we have to wait 5 business days. I requested he transfer me to a Supervisor, but he claimed he couldn't transfer me. Instead that a Supervisor would call me. Another LIE!
Our employees are scattered throughout the State, so there's no way to pay them. QuickBooks Online Payroll Elite Expert is 100% to blame for this problem, but QuickBooks is refusing to correct their mistake so we can pay our employees!
This is a WARNING to be very very careful using Online Payroll Elite.
