An article written and posted by Intuit on QuickBooks support 5 months ago is attached to this post. I had Desktop Payroll Enhanced. It was discontinued as of May 31, 2024. According to the article:
- QuickBooks Desktop Payroll Standard and Enhanced — Your paychecks won't calculate any taxes. You won't be able to send payroll to Intuit for processing, including direct deposits, or send payments and filings using E-File & Pay. Your payroll subscription will be deactivated, followed by a refund for the unused part of your payroll subscription.
Will I receive a refund for my discontinued payroll service?
Yes, if you use QuickBooks Desktop Payroll Basic, Standard, or Enhanced. You'll receive a prorated refund in July for the unused part of your QuickBooks Payroll subscription. We'll process the refund to the credit card or bank account that we have on file for you.
This seemed fairly straightforward, and there is no indication anywhere in the article that customers are required to take any action in order for the two underlined things to happen. Neither of them did. As of today, my subscription was still set to auto-renew in December despite the deactivation date being 5/31/24, and no refund had occurred in July.
I had an online chat today with a customer service rep who told me she'd cancel the subscription and process a refund with a proration date of today. I read her the discontinuation policy and asked that the proration be from 5/31/24. I said that there was no indication that any action was needed on the customer's part for there to be cancellation and a refund. She said calling to cancel is required, and the article "is just an example."
Then I called on the phone and read the article to the person I spoke with. He said "I don't know, I'm guessing they must have forgotten to hit a button." He said he couldn't add on an additional refund for the time between the discontinuation date and now.
I'm guessing I'm not the only person this has happened to. I'm looking into a class action regarding this. I'm hoping this post might help anyone in a similar situation. Please check to make sure that you get the refunds you are owed for discontinued products per Intuit's policy, and that your subscriptions are cancelled so that you aren't charged for something you aren't able to use.
