20+ years Desktop and Direct Deposit user with 100 employees, spoke with 3 sales agents and none warned about the Direct Deposit limit cap for "new" companies (Quickbooks claims that we're new because online and desktop are two different entities...)
It's been 20 days since the move and Quickbooks is not allowing us to use the Direct Deposit function as the limit cap imposed is half of what we run weekly. We've been opening cases since then and every day they close them automatically, the Resolution page shows the case number (not all of them, see below) and cannot be clicked for details.
No communication whatsoever, so every single day we had to spend over a hour on the phone with support, and this is what they say (and we ask to send an email with the exact words):
"Financials do not support. Increase cannot be approved at this time."
This is literally all the email content from the call supervisor says!
Since day one we uploaded 6 months financials, our own bank wrote a letter supporting our claim that we can cover over 2x the limit imposed and Quickbooks kept saying the same thing. They asked for savings account and we added those too.
Yesterday it was the last straw, we are trying to understand the Resolution Page because 1) You can't click on the tickets, it's just a title and 2) not all tickets are present on the page..
1 hour on hold on the phone and another hour wasted with a supervisor and this is what they said (and had them email it to me):
Regarding the resolution center and DD limit increase request. Once closed out they are removed from the resolution center. As of right now there is no case history inside the product.
This is obviously not true because I see the long list of tickets we opened and many are marked as closed, some marked as re-opened and the latest ones marked as open.
I have 5 more companies that have twice as many employees and I cannot switch to the Quickbooks Online for this exact reason.
It is obvious that no human has reviewed our case and bank statements/bank letter and it's just a computer automatically closing all requests.
I hope someone at Quickbooks can review this and authorize the increase right away or we will be forced to move to another software by the end of the week.
