What to do when Payroll Corrections Team doesn't reply? (it's been over 2 weeks)

Hello there, ryan-ultconnect-.

If the Payroll Corrections Team wasn't able to get back to you within the period they set. I'd recommend reaching out to them again. You can use this link to get in touch with them: Contact Payroll Support.

Aside from the phone supports, we also have representatives that you chat with. The links are also available in the article I've shared above.

Let us know how this goes so we can review what else we can do on our end.

Hey James, the instructions you provided simply direct me on how to contact regular customer service. Going via the chat can only contact you by phone or via chat to customer service. There is no direct way to contact specifically the "payroll correction team" other than by email. 
Unfortunately I still have no options that i'm aware of to resolve my issue.

Hey James, the link you provided simply gives instructions to contact regular support. I suppose you could also call them the payroll support team. However, I need to get in contact directly with the "payroll *correction* team".  There is no way to contact them directly other than by email. Your support agents also cannot contact them.
Unfortunately this still does not resolve or answer my original question.

Hello there, ryan-ultconnect-.

To get in touch with our Payroll Correction Support Team, you'll have to contact our regular Payroll Support Team. They'll help you connect with them and further check your account. My colleague attached a link where you can look into our support types. 

Take care and have a great day!

I already reached out to your regular payroll support team, they told me to reach out to the original person that I cannot contact after 2 weeks. They have no way of getting in contact with that team. The best thing they can do is open a new ticket, which is what I did 1 week ago with no update on that either. 
But again, they cannot contact that team directly, it really makes no sense. Any other ideas?

Let me sort things out for you, @ryan-1234.

My colleague @Catherine_B is right. You'll have to contact the regular Payroll support channel so they can help you with the payroll corrections. I know you've already contacted them, but I still recommend getting in touch with them again. This way, they can check their records and locate the previous agent who handled your case.

Also, please review the support hours included in the link above to ensure they can assist you right away.

When everything's fine, you can run some payroll reports in QuickBooks Online to get a quick view of your business finances and ensure your records are accurate. To achieve this, just go to the Reports menu, and then select the desired report from the Payroll section.

You can count on me if you have more questions about managing your payroll in QuickBooks Online. I'll be here to lend a hand. Take care.

Hey John, I've ran the reports and found where the original rep made the mistake already. Actually if i could contact them directly I can walk them through the exact fields in a couple of minutes.
But again, the support team your referring to cannot contact the reps directly. 
I welcome you to test out the support process yourself to understand what your customers are experiencing. 
I appreciate you all trying to help, but so far you've been repeating the same solution, that does not work based on how your support team operates.
Please read my other replies so you understand, i'm not sure how to explain what i've already explained differently.
Ryan

Hi there, Ryan.

We'd still recommend contacting our support so they can connect you with the Payroll Corrections Team. This way, your payroll reports, and taxes will be modified to the correct one. We've shared our payroll support page where you can always visit and have more details about our payroll support types. 

Thanks for your time and effort in reaching out to us. You take care and wishing you all the best. 

Catherine, I will repeat:
Support cannot contact Payroll Corrections Team directly. All they can do is open a ticket for Payroll Corrections Team to reach out to me. I have 2 cases open with the  Payroll Corrections Team. The first was with a Payroll Corrections Team rep who has not responded in 2 weeks. The 2nd is a ticket with the Payroll Corrections Team that has not been picked up by a rep for over a week.
The modification I need to make also cannot be done by me, which is surprising for a tech company. These are historical amounts I need to change from before I signed up with QBO payroll.

In my situation, we opened a case on 12/21/2020.  And they took no action and completely just dropped the case without any notification at all.  They promised a turnaround of 7-10 business days.  Then I opened another case on 1/12/2021, spoke for 2.0 hours to an agent to explain the situation again, resubmitted their payroll correction forms and asked for this to be expedite.  I even asked them to "escalate" the situation, and then Jessica emailed me that day promising action but nothing has happened.  I emailed Jessica two times with absolutely no response.   I called again on 1/26/2021 and there still has been no action.   I called again on 1/28/2021 and there still has been no action.  I asked to be escalated to a manager, but they insist there are no managers I can speak with.  

This has been a horrid experience with the payroll corrections team. I hope that Sasan Goodarzi, the President of Intuit, gets involved with this and makes it a better, more responsive experience for everyone.  This is unacceptable for any organization.

I am having the exact same horrid experience.  I can't talk directly with someone who can fix my w-2s and get the run around every time I call.  First it was going to be 24-48 hours to fix.  Then it was 15 days, now it is 20 days!! Quickbooks Payroll from day one has been a terrible payroll service. I'm sorry we switched to their service

I am in the same about as a QuickBooks Proadvisor that have steered clients towards QBO Payroll, This is very disappointing. I have been trying to reach someone in payroll correction for 3 weeks now, going on 4. They made a correction to a client's W2 and its still wrong and there is no one to talk to for an explanation of the tax adjustments which resulted in multiple over payment and underpayment to multiple states.  Employee got an unexpected pay cut for payroll correction from their paycheck and no one can provide us with an explanation as to why. This is very very frustrating. 

I NEED SOMEONE TO CONTACT ME IMMEDIATLY AND EXPLAIN WHAT IS GOING ON.

Hi, CPA22.

I'd like to check this for you and get it taken care of myself. However, the Community can provide answers and troubleshooting solutions to certain questions, there are things that only our phone support can do to resolve the problem.

I know you've already called in, however, I'd still suggest getting in touch with our QuickBooks Support to have this re-investigated. All payroll correction-related concerns need to be directed to our phone support for security purposes.

Please be reminded that our Support Team is available from 6:00 AM until 6:00 PM on weekdays, and 6:00 AM till 3:00 PM on Saturdays. To ensure we address your concern on time, check out our support hours. Here's how to contact us:

1. Click the Help (?) icon.

2. Choose Contact Us.

3. Enter a  brief description of your situation in the What can we help you with? area, then click Let's talk.

4. You'll be presented with a few options for connecting with Intuit. Select Chat with us.

Additionally, for your payroll reference, check out this article: Help on common payroll topics. It contains more information about the different types of compensation as well as a sample breakdown of a paycheck.

I'm just a few clicks away if there's anything else you need or if you have any other QuickBooks concerns. Have a good one.

None of this helps. I submitted a case on 01/05/2022, it's now 03/25/2022... WITH NO CORRECTIONS COMPELTED. CALLED 10+ TIMES, EMAILED the PAYROLL CORRECTIONS TEAM AND NO HELP! 

THIS IS the worst experience possible. Literally what the HECK are they doing????!!! 

I had the same issues as everyone is mentioning.

The payroll corrections team was supposed to fix my issues so I can get the W2s resolved with my employees back on 01/05/2022 I submitted a correction... today is 03/25/2022... and nothing is DONE! 

Thanks for posting here, @MCha123,

Not being able to get the support you need can be a deal breaker, most especially if you have other tasks. I can see how this has impacted your workflow, but I want you to know that  we want to make sure you're able to get the support you need from us. This forum is designed to assist customers with general questions about QuickBooks, not account-related.

Since your concern is about escalated payroll corrections, we recommend that you continue working with our Payroll Support for updates. I know you already called them, but we're unable to pull up your account history and information in this public channel.

If you have the case ID of your previous call, give it to the agent you will be talking to. Using that case ID, any agent who will receive your call will be able to pull up your contact history, including the last person you've talked to. 

To connect with our Team, follow the steps below in your QuickBooks Online account:

1. Go to the Help menu in QuickBooks, then choose the Search tab.
2. At the bottom click on Contact us.
   
3. Enter the keyword Payroll, Account Management and Billing in the What can we help you with? box.
4. On the next screen, scroll down to How would you like to connect with us section.
5. Choose your preferred contact option.

Another option is to chat with an expert using the links below:

• QuickBooks Online Payroll
• QuickBooks Full Service Payroll
• QuickBooks Online Payroll Core
• QuickBooks Online Payroll Premium
• QuickBooks Online Payroll Elite

Come back to our forum if you have other concerns with payroll preferences and other QuickBooks tasks. I'm always here to help. Have a nice day!

No one will make my corrections either. I started my request on 9/15/222. It is now January 9th of 2023. They will NOT make my corrections. I can’t perform my year end tasks. I am so frustrated. I have called and called and every time they tell me another 30-60 days as if I’ve just started my request. I used to be able to make my own corrections but that was changed a couple of years ago and if I can’t do it and they won’t do it, how do I get it done???

Hello there, @katrine11. Thank you for reaching out to the Community.

I believe this post is a duplicate, and one of my colleagues addressed it for you. If you haven't been notified of the response, check it here.​​​​

If there's anything else that you need help with, you can always get back to the Community so we can assist you further. Take care.

I hate to say I'm in the SAME BOAT as y'all. I noticed a week's payroll was totally missing. Contacted QB via phone spending an hour and a half speaking to a payroll rep. I uploaded the missing payroll info and was told it would be corrected within a week. Fast forward 3 weeks and nothing. I call back and am told that The Tax Operation Department rejected the information I uploaded. Imagine my surprise. The QB rep wasn't able to tell me why it was rejected. To make matters worse, he suggested he would upload the same rejected report and send it to them again but told me they would only reject it again......what? After auguring with the rep he finally agreed to submit the information himself and send it to the Payroll Corrections Department. A few days later I receive an email saying they received my information and it would take 20 - 30 days to complete. I call to check the status two weeks later and am told by the Payroll Department they have no access to my case, no number to the Corrections Department, and no possible way to provide me with an update. I insisted on speaking to a supervisor. The rep tried her best to talk me out of wanting to speak to a supervisor but I insisted. I finally get a supervisor on the phone and after playing the 'can I put you on hold' game several times I'm told by the supervisor 'your case has already been escalated and someone from that department will contact you by email to let you know what information they need.' Stick a fork in me I'm done. If I ever get this resolved so I can do my yearend closeout and w-2s I'll be switching to a local accounting firm to handle my payroll.  

I know this is a relatively old thread, but, we are having the same exact problems. Opened a case on 02.09.2024 about an extra payroll being included when they were supposed to have completely gotten rid of it back in July of 2023 (and they TOLD US they did); all of our W2s and W3s need to be redone and sent out. 

It's been a hellish month of calling every other day for an update on whether or not it was even being worked on because absolutely no one from the corrections department ever emailed to let us know it was being worked on. Every time I call (we are at the 31 days mark as of today) I'm given the same exact run around of 'it's being worked on, but, there is no way to contact the corrections department' which is absolutely insane to me that they cannot be reached via customer (nor apparently) someone else in the customer service team. They have added several notes to our case for the corrections team to get in touch with us and no one has ever, ever contact us (according to the customer service rep I just spoke to, they aren't even sure if the corrections department even SEES the notes they leave on our cases). 

It's beyond frustrating to have to deal with this and now we may have to be tasked with filing extensions for our employees since we have absolutely no idea if we will have our files in time for taxes. I'm honestly at my wits end and have absolutely no idea how to get in contact with anyone there without being told the same exact rhetoric that I can recite in my sleep at this point.