Hi,
This is a long post but I'm so tired of calling and explaining to tech support over and over what's happening only to NOT have the issue resolved. I haven't been able to process a payroll with direct deposit in a month. And now none of the payrolls are being sent in to Intuit for taxes, etc. BIG issue. Please read it and suggest some actual tangible help!
Almost a month ago we decided to upgrade to Assisted payroll. I called sales, started the process, had an issue with the direct deposit connection, but in a few days that was resolved and I was working with a rep to make sure all our payroll items were correct, etc., in order to move up to Assisted Payroll from Enhanced. Midway through this process (by this time I was several hours into the process) the rep let me know that actually we cannot upgrade to Assisted Payroll because it does not support any payroll that has an employee in Wyoming. The ONE employee that was paid through payroll is only contract (1099), not taxable but I was told that did not matter. While I realize they should have not been paid through payroll, it happened, and therefore we can't upgrade. SO, halfway through the upgrade they just stopped the process, tried to tell me how to proceed and finish the corrections that they had started (small variances between tax, by the way, nothing major) and downgraded me back to enhanced.
I attempted to complete the corrections they instructed me to do, but it was so screwed up and confusing I decided to restore a backup from five days prior to that time and re-do all the non-payroll work I had done that week; it was easier than trying to figure out was the Assisted payroll rep screwed me up.
Then I tried to run a payroll with Enhanced and discovered that the direct deposit was NOT connected, and when I tried to re-connect it I received the message saying there was an issue with the bank. I contacted support and was told it would be resolved in a couple days. I called back in a couple days because I hadn't received anything and I was told I had to fill out a change in bank; EVEN though there had never been an issue with the original enhanced payroll subscription direct deposit, but since this was a "new" (not new!!) subscription, it had to be done no matter what. I turned in the form, I'm still waiting for the issue to be resolved in order to use direct deposit....however...
In the meantime an employee asked me why he couldn't access his paystubs that were usually uploaded to his Intuit account. I realized that it was probably due to the changes in the subscriptions and I went through the normal process to upload the paystubs to the "My Cloud Payroll Services." I went to File, print forms, paystubs, I selected the full year of paystubs, then "Send file," normally this would just send the paystubs to the employee's Intuit accounts so they can view them online.
Guess what happened! It created a PAYROLL FILE REPORT for the FULL 2021 year to date net payroll. Now payroll is stuck saying that this HUGE payroll can't process because it exceeds the bank account, I did nothing that would activate a payroll report, right?? What would cause the creation of that file?
So now I'm on my third day of trying to get someone in tech support that can actually help me, but everyone keeps trying the same thing, which, by the way, do not make any sense at all. I was also actually told to delete ALL the paychecks and re-enter them...uh...wouldn't that cause a few more issues? Such as actually, such as creating new tax liabilities that were already paid throughout the year, as well as reporting stuff to Intuit that should be reported because it already was? That sounds like a lot of unnecessary work that I'm just not going to do.
Needless to say I'm frustrated and stuck and ready to move over to Gusto payroll at the beginning of 2022. Is there no one that can actually fix this issue? Has this happened to anybody else? I "ran" payroll but the file is stuck, and therefore the tax prepayment is probably going to be late unless this is resolved ASAP. Really frustrated.
I've worked with QuickBooks Online and Desktop for the last six years for multiple clients, multiple payroll scenarios, etc., and I have never ever experienced anything like this before.
Please help me!
