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Level 1

Intuit overcharging for payroll renewal

Our company credit card was overcharged. During a "chat" to renew our PR subscription, we were quoted a price of $ 499.20, but our CC was charged $ 540.80. I printed out the conversation showing what we were quoted.

When I finally contacted customer service via another "chat" (over 2 hrs), this agent looked up our record, and stated that she did not show a quote on her end!! I was so frustrated at this point, I offered to send her what I printed out and she said not necessary. Then she said the agent I "spoke" to had no right to quote us a price. She went on to say that only adjustments are only done and honored once per customer. I told her, that we have been with QB for over 15 years, and if she reviews our records, she will see that over the years adjustments have been given. She would absolutely not honor what was quoted.

So frustrating. I could not believe that they are willing to risk losing a 15 + yr customer than adjust the

$ 41.60.

8 Comments 8
QuickBooks Team

Intuit overcharging for payroll renewal

I do appreciate reaching out to us and our live support, Jobline.


I want to make sure that you're able to get the assistance that you need. As much as I would love to get this handled directly, pulling up and getting the details of the additional charge of your billing information requires some of your personal information, which I am unable to do in this public forum. 


For security purposes, you may need to get in touch with our Phone Support Team again. They can reach out to one of the Payroll Support and further look into your payroll charges. 


Feel free to use these links that will give you more details about our support hours and types: Contact Payroll Support.


Always know that the Community is here to help you with any general questions you have with QuickBooks. Take care and stay safe!

Level 2

Intuit overcharging for payroll renewal

I have been trying for several hours to get ahold of a LIVE person - we are being overcharged for our payroll renewal and need to speak to someone about it.  I've tried 3 different phone numbers and keep getting a Robot.  The Robot keeps telling me to go to Help, Quickbooks Desktop Help, Contact Us - Problem is it goes to a form to fill out and then a BLANK SCREEN - it's been a blank screen for hours .... then when I click on it, it says the page is not available.  How in the world can I reach an actual person to resolve this issue ?  

QuickBooks Team

Intuit overcharging for payroll renewal

Hey there, @112020.


There may be a system issue that's causing the blank screen in your company file when contacting our phone support. Let me provide you some basic troubleshooting steps so you can fix this.


First, let's update QuickBooks Desktop its latest release. Doing this can help you fix some minor issues with the software. Here's how:


  1. Go to the Help menu and click Update QuickBooks Desktop.
  2. Go to the Update Now tab.
  3. Select Get Updates to start the download.
  4. Restart QuickBooks when the download finishes.
  5. Accept the option to install the new release once prompted.

update qbdt.PNG1.PNG

Once done, you can now reach out to our Payroll Support Team. This way, they can check your payroll account and address the overcharged issue. 


If you're still getting the blank screen error, proceed to the following troubleshooting steps below: 



Please also check out our support hours to ensure that we address your concerns on time. For Basic, Enhanced, or Standard Payroll, our phone will be available from Monday to Friday from 6 AM to 6 PM PT.


I'll be right here to help you have further customer-related questions or any other concerns. Feel free to tag me in the comments section. Have a great day and stay safe.

Level 2

Intuit overcharging for payroll renewal

None of those things fixed the issue ... Still get a Blank Screen once I have filled out the 'form' 

Level 2

Intuit overcharging for payroll renewal

Also just tried 'chatting' thru the QB Tool Hub .... same thing happens.  I think there is an issue with your chat functions.  Makes it very frustrating as a customer not being able to speak to someone directly 


Intuit overcharging for payroll renewal

We have not received a similar case, 112020.


You can try to reach us using a sample company file, here's how:


In your QuickBooks Desktop (QBDT):

  1. Go to the File menu.
  2. Select New company.
  3. Select Express Start.
  4. Follow the onscreen steps to finish the setup.

Then, follow these steps to connect with our QuickBooks support.

  1. Click Help at the top menu and select QuickBooks Desktop Help.
  2. In the Have a Question? window, enter a topic.
  3. Click Contact us.
  4. Hit the Start Messaging button.

Let me know if you have other questions.

Level 1

Intuit overcharging for payroll renewal

I too was charged an annual fee of 549.92 on my credit card, I pay a monthly fee one month 8.67 and one month 10.84 I have tried for years to contact the payroll department at intuit to clear this up.  I cannot afford to have my payroll service stopped but I am entitled to a large refund Intuit.  I also want to talk to a HUMAN none of this " I found an article that might help you with that. May I text it to you?" Crap

I am begging for someone to help me resolve this issue.

QuickBooks Team

Intuit overcharging for payroll renewal

Let's make sure that you'll be able to reach out to our support team so they can double-check the overcharges in your account, Poot.


I know how you want to use our payroll service and at the same time clear up for overcharges. If you weren't able to talk to one of our representatives, they may be receiving a high volume of calls at that time. You'll want to contact them again to verify if you're eligible for refunds. They have the tools to pull up your account in a secure environment. Also, if you're still unable to talk to a human, you can chat with an expert to help you with your issue. 


For more information on how to manage, change, or renew your subscription, please check these articles for your guide: Subscription Management.


Reach out to us if you need anything else about your payroll. We're always here to help. 

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