We signed up for QuickBooks Online Payroll Premium. Everything was going great in 2020, QuickBooks filed the companies Washington and Federal tax forms and payments on a quarterly basis. Suddenly, this month QBO emailed us that our tax frequency was changing from quarterly to monthly. I followed up with QBO support the next business day because the notice was received at 5PM PST. Support assured me that our tax frequency was quarterly and no taxes would be deducted. The following day the taxes were withdrawn for the month prior. The company's previous quarterly filing was under the IRS threshold to have to file monthly. There was no notice received by QuickBooks or the company regarding an IRS mandate to change the filing schedule to monthly. So why was the schedule changed and the taxes withdrawn? Why when I contacted support did no one make any right this situation. I feel like QuickBooks stole money from the company by withdrawing taxes outside of their due dates. I thought QuickBooks supported small businesses and wanted to help them get their taxes right! Yet no one is taking responsibility for making this mistake right!
This is not the impression we want you to experience, Seattle_CPA.
I appreciate the time and effort you've spent with one of our support agents. I'll personally share your feedback with our Customer Support Team regarding this one. We'll be able to take action on improving our customer service.
In this case, we recommend reaching out to the Internal Revenue Service to verify the tax frequency as monthly or quarterly set up. Once you got the information, please contact our Payroll Support Team again to help you set up the correct tax frequency in QuickBooks Online (QBO). You may send a message via chat, call us at a time convenient to you, or we’ll get in touch with you instead. To ensure we address your concern, our representatives are available from 6:00 AM to 6:00 PM on weekdays and 6:00 AM - 3:00 PM on Saturdays, PST. See our support hours and types for more details about this one. Here's how to reach them:
Go to the Help menu at the upper right.
Enter your concern.
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Feel free to visit our Process payroll page for more insights about running and managing payroll in QuickBooks.
I'd like to know how you get on after contacting our support agent, as I want to ensure this is resolved for you. Please reply to this post and I'll get back to you. Take care always.
I've already had the payroll team correct the filing frequency and spoken with the IRS directly. None of this fixes the issue that this happened in the first place and cash that is necessary to operations had to be diverted to cover this unexpected liability. None of this explains why the filing frequency changed - who on the QuickBooks team did this without an IRS notice! This does not allow small and new businesses to plan cash flow appropriately which is very important. I would think that QuickBooks would understand that being that they have served small businesses for many years. I find it unacceptable that QuickBooks is not helping to make this right by covering the liability while the company now has to work with the IRS to request a refund.