I originally posted this as a reply to a thread which described a very similar situation to the one I am experiencing now, but thought it would be worth posting on its own for better visibility. (mods, please feel free to remove that reply from earlier if you think it is warranted.)
Now to the issue at hand:
I have been performing a transition of all of my accounting, payroll and banking for my s-corp over to quickbooks from waveapps. I thought the program was fantastic and the transition was long overdue.
On 09/24 I created an account for my corporation and began doing basic tasks to connect my accounts, began invoicing, and moved over my historical data. On 09/27 I activated payroll services, started using quickbooks cash (the checking account integrated with quickbooks through greendot bank) and planned my first round of payroll for that Friday. and then on 09/28 I received an email from emspayrollfraud that my payroll was on hold and that additional documentation was urgently needed to resolve this issue.
Specifically they requested:
- a copy of an ID for myself
- a copy of my business license
- 6 months of bank statements
I immediately called support to try to get a bit of clarification. For example, the bank account setup with quickbooks was my quickbooks cash account...which was just created. How can I provide 6 months of statements for an account I just made? My previous business checking account with chase was also already connected to quickbooks, but, as this was a new s corp, that business checking account only had 2 months of statements available. Additionally, what do they want when they ask for a "business license": My incorporation documents? My EIN letter? My Delaware SOS filling? My illinois SoS filing for foreign corporations to transact business? My IDOR corporate withholding filings?
I was repeatedly shuffled between agents, all of whom said they weren't the right person to assist me with this issue until I finally ended up talking to a level 1 tech with general payroll, Angela, who was FANTASTIC. She wasn't able to help me herself much, but she stayed with me for the next 2.5 hours on the phone trying to ensure I wouldn't just get transferred again and lose all of the prior information. About 30 minutes into my conversation with her (45 minutes after receiving the hold notice) all access to my account was SHUT OFF, any attempts to login said the account didn't exist or was deactivated, and, even more infuriatingly, every single agent that we spoke to for payroll or merchant or general account services said they saw the account as fine and active.
At this point I was entirely distressed. I have no access to an account that has ACTIVE INVOICES sent out to customers and no way to access them. If the customers paid would that mean that the money would now be in my quickbooks cash account which I have NO access too? Would that money just be in the void? Would it even be possible to refund that sale if I had to have them redo the payment through a separate service. Every agent we spoke to simply said "everything looks fine and active to us".
I eventually got into a text chat with someone with risk and they simply said "we've seen that your account has been cancelled but you will need to speak to fraud as we can't discuss anymore than that". So risk says my account is cancelled, payroll, and merchant says its still active and in good standing (and to this day I continue to get emails about my account reminding me my withholding has to be deposited soon).
2 hours in we finally get someone from level 2 support who essentially shrugs and says that's odd but that they can't do anything and they all just direct me to send everything I can think of to fraud to get it cleared up.
To be clear, this is a delaware c corp, filing as an s corp, incorporated this year, I live in Illinois and I am the sole shareholder, director and employee of the company. I am the only authorized user on any business checking accounts for the corporation and all payroll pays out to my personal checking accounts. Where can fraud even enter any of this situation?! How could I possibly be defrauding myself by paying payroll to myself in my personal checking account with my quickbooks account from my corporate checking account (which I have 100% ownership and control of and is a quickbooks cash account) there is not a single chain in this system that quickbooks does not have 100% visibility of and I am not 100% the owner of.
So after 2.5 hours of trying we just decide that the only path forward is to send everything I can think of to this emspayrollfraud email. I send every single document I can think of, all of my previous statements, invoices and payouts from waveapps, statements from all of the bank accounts that existed, multiple state IDs, my social security card, my birth certificate, all of the filing documents as pdfs and numbers assigned, EVERYTHING, almost 20 documents in total, just to try to prove, without a shadow of a doubt, that I am who I say I am, my business is what it says it is, and it is all backed by every piece of evidence I have.
I sent these documents in segments over about 4 days, and then sent follow up emails every single day until yesterday (friday 10/8). I have not received a single reply. Not a confirmation of reciept, not a request for more information, not even a clarification or notice that it is being processed. Total silence. I still can't login to my account (but still receive emails about it regularly, which, annoyingly, provide links to take actions on an account that if clicked say the account doesn't exist). It has now been 12 DAYS! I was told to expect 1 to 2 business days. I am unable to run payroll, I have to do my monthly deposits in 6 days or I start getting fines, and ALL of my bookkeeping was transferred over to an account that I cant even log into! I can't even call someone to ask for information because, to them, everything looks fine and they say to email fraud, as if my 7th email over 13 days will somehow yield better results.
This has been one of the absolute worst experiences I've had, especially as someone who was trying to become a new customer. I can't even make this very post I'm writing right now on my account because it wont allow me to log in. I had to do it from my self-employment account. I'm scared to death about getting late penalties with my taxes and feel like I simply have no options at all, it's like yelling into the void. Even my quickbooks cash debit card says it can't be activated because the account is invalid. I'm exasperated and despondent . I see no clear path to resolution in a situation where I'm literally willing and able to provide anything necessary to see it concluded.
If ANYONE is able to help, I would greatly appreciate it, because right now I'm just looking for any glimpse of hope to get this finished. Thank you.
