Support for Intuit Payroll Mistake

Sirs,

Good afternoon… We seem to have a problem with the service I am paying you for. As you can see from the mail thread below, my accountant has advised me of a discrepancy in the payroll tax payments. My accountant ran a general ledger report and found that it seems I owe the Xxxx. This is very upsetting to me because I PAY YOU TO MAKE SURE THIS DOES NOT HAPPEN. You are supposed to make sure that all payments are made correctly and on time.

A few weeks ago I tried to resolve this via online chat and it was just a total waste of my time. You people  kept bouncing me around saying that I had contacted the wrong department and it killed my patience. After being on the phone today for over an hour with one of your agents, I was just told to wait for a tax notice from the IRS and forward it to you. The problem I have with this is that my accountant which at this point I trust more than I trust you is advising me to cancel my payroll services with INTUIT and move to a different provider because he has found this type of problem to be a known issue in your service that he has seen before. I need to know how we will take care of this. All your agent told me is a very vague “send us the tax notice and we will manage it” but failed and refused to provide me any kind of definition of what “MANAGE IT” means. I also asked what would happen if I were to follow the advice of my accountant and cancel my payroll services with INTUIT, what would happen, and I was told that since the account would no longer be active you would not “MANAGE IT” because the account was inactive even though the account was very much active during the time INTUIT MADE THE MISTAKE.

At this point I have barely any patience left and I am EXTREMELY UNCOMFORTABLE with your customer service support. After an hour of being on the phone with your agent and hearing rooster noises in the background which IS VERY UNPROFESSIONAL in itself, all I got was “wait for the IRS to send you a letter, forward it to us and we will manage it” That and nothing is pretty much the same thing. I am very close to canceling my payroll service with INTUIT and may go as far as cancelling my Quickbooks Online Accounting services for both of my companies. I refuse to do business with a company that does not support me in the manner I deserve and PAY FOR.

You need to figure out how you will take care of this. There is no reason why you should not honor your part and guarantee your work and support a mistake that you made during a time I was paying you to do your job. Forcing me to stay with you as a customer until the IRS figures out I owe them money because of your mistake is definitely not the way to make me happy.