FORMAL COMPLAINT - clean up your own ....

Hi there, @wvmaster.

This isn't the kind of customer service I want you to encounter. I'll take note of your experience with our phone support so I can provide all the feedback you have to our higher tier. This way, you're able to reach a point of resolution as quickly as possible. 

I know you've already called in. However, I'd still recommend getting in touch with our QuickBooks Support to reprocess the form. 

Before calling in, ensure to resend the Direct Deposit Bank Account Change form to sbpfcsoperations@intuit.com with accurate information. This way, we can avoid any delays and other issues. 

Once everything is done, you can now follow the steps below so you can use your new bank account as soon as possible. 

• Set up your bank account in your chart of accounts

1. Go to the Lists, then choose Chart of Accounts.
2. Pick Accounts, then click New. 
3. Select Bank, then tap Continue and enter your bank's data. 
4. Click Save and close. 

• Check for pending tax payments and payroll transactions 

Ensure that you don't have any pending tax payments and payroll transactions to guarantee that your bank account change is successful. 

• Change your bank account with QuickBooks Desktop Payroll service

1. Select Employees, then My Payroll Service. 
2. Choose Accounts/Billing Information, then enter your credentials. 
3. Click Edit under Direct Deposit Bank Account in the Payroll Info part. 
4. Type your PIN, then Continue. 
5. Enter your updated bank's information and tap Update.

• Verify your two test transactions. The amount should appear in your account in 2-3 business days.

1. Repeat 1 to 3 steps above, then click Verify. 
2. Enter and confirm your payroll PIN.
3. Tap Submit.

• Change your default bank account in your preferences

1. Go to Employees, then Send Payroll Data.
2.  Select Preferences on the Send/Receive Data window.
3. Pick your new bank in the drop-down and tap OK.

For the complete, check out this article: Change your payroll bank account.

I've also attached some articles about handling payroll preferences and other direct deposit FAQs. 

• Set Preferences for Payroll
• Get help if you’re over a direct deposit limit

Feel free to let me know if you have follow-up questions or how the call goes. I'm always willing to help. Keep safe.

@MichelleBh 

Reprocessing the form is not going to do anything.

Regardless of what form we submit, it is always going down to your Intuit colleagues calling our bank and asking to very the name on the old bank account and be quite surprised first name  "duplicate" cannot be verified.

Nothing can be done until Intuit fixes their own ....

Will you?

Besides a "we really care" message from Intuit and a repeat of the instructions to fill out the form with accurate information Intuit has been missing in action on this one.

Resubmitted the form with accurate information, only to receive a canned reply as follows:

Incorrect Old PP Name Mentioned

1. Incorrect old primary Principal name mentioned on the letter. Please have the request letter updated for it to be processed. 

Please note that the Federal law and our banking partners require Intuit to obtain, verify, and record the identity of the principal officer for the security of your Direct Deposit account.

No suggestions offered on how to fix the inaccurate information that Intuit has.

Not a single person who wonders how this "duplicate" as first name came in the system

Not a single person who realizes that the customer cannot fix this, only Intuit can.

Not a single person who realizes or cares that time is ticking for us to make IRS deposits.

Not a single person who realizes or cares that this inaction by Intuit leaves me no other option than to cancel the Payroll Services.

Only a repeat of the procedures, regardless of the fact that those procedures did not work and will not work either.

I understand, a single unhappy customer left without options is of no concern to Intuit. All the others are leaving glowing reviews so who cares, right?

A month has passed since I first posted this thread.

Besides "we-care" messages, and "your form is not filled out correctly - resend it filled out correctly", Intuit did nothing to resolve this problem they created themselves. Intuit failed to validate the information they have in their own system, and expected us to fix it for them. I think, because never really heard more than we I described above.

Today I was ready to cancel my payroll service that I had paid for but was unable to use. By chat, and again friction left and right:

chat attempts to open a popup window in my browser, so to me it appeared that wasn't working until I say the browser warning message.

again, the attempt to get me converted to QB Online,

again, awkward validation with images of zebras and chimneys;

then a secure form where I need to provide information about our business and my name: first time filling it out, the form had expired. So did it a second time. 

then, the agent asked for my name and email. (which I had just entered in the secure form).

All there "security" actions seem like they are just throwing stuff up against the wall and see if it will stick.

Strange thing was the cancellation process was efficient and there was no friction.

It almost was too good to be true, I am wondering now.

Anyway, cancelled the payroll service and went with Gusto. In the end it was easier to start from scratch then to fix the problem Intuit had created (and didn't attempt to fix).

Judging by the complaints here, and those on consumeraffairs and pissed-consumer there are structural problems with Intuit that have been going on for years. So, unlikely things will get fixed any time soon.

What I found most galling dealing with Intuit is their attitude that they think they own your information, and they own the integrity of my accounting system. 

We will be keeping things with Intuit lean and mean. We are not going to pay for add on services that further entangle us with Intuit, as it seems they will not hesitate to hold you hostage for no apparent reason.

If we are ever forced to go with QB online, we will be shopping the competitors first.

Quickbooks / Intuit has just not been a pleasant experience for us.