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qcbcksistheworst
Level 2

Automatic state UI tax deducted, but never delivered

QBO is configured to automatically pay federal and state payroll taxes for my business. My state's unemployment insurance system changed in October, which required me to update QBO's settings. In short, the account number changed. Well, I wasn't able to edit the account number on my own, because reasons I guess, so I had to contact QBO. It took three attempts for someone to understand what to do (yes, updating an account number was apparently not a comprehensible request) and then the person entered the wrong value, which meant I had to do it all again.

 

A few weeks later, the account number was finally updated to the correct value, but the automatic tax payment system in QBO was no longer active. I had to go through the setup process again, which took several more weeks. During that time, quarterly payroll taxes were due. QBO told me to manually file the form and pay the balance directly with the state. I filed the form without issue. However, QBO deducted the owed amount after telling me to pay manually. I still had some time to make a timely payment, so I waited to prevent making a double payment. The payment is usually marked as received within two weeks of the automatic deduction; four weeks later, there had been no deposit to the state's system.

 

It has been 5 weeks since taxes were due and 8 weeks since the deduction from my bank account. I have called, emailed, chatted, and posted on the forums to no avail. At this point, QBO basically stole thousands of dollars and no one will answer my questions or provide information about the missing payment. What can I do here? Do I need to sue Intuit? I realize that is a nuclear solution, but at what point is it warranted? QBO has either stolen or misplaced my money and I am starting to get pissed off.

7 Comments 7
BigRedConsulting
Community Champion

Automatic state UI tax deducted, but never delivered

Everything you describe are reasons not to use QuickBooks Online Payroll.  None of these things would have been issues with QuickBooks Desktop Payroll.

qcbcksistheworst
Level 2

Automatic state UI tax deducted, but never delivered

Yeah, I agree. It has been nothing but pain from day one.

BigRedConsulting
Community Champion

Automatic state UI tax deducted, but never delivered

That's the most common assessment I've heard about Online Payroll.

 

A little bird told me once that Online Payroll was designed from the outset to be restrictive, to not allow users to make changes that might cause issues, and instead have users call a highly competent fully staffed support team that would quickly make appropriate changes. And, that the development team would look at the things that were driving calls and - when appropriate - change the product to let users do things without calling.

 

But then Intuit decided that the highly competent fully staffed support team cost too much money, and also that making all those changes was too much work and too expensive.

 

So they just got rid of the highly competent fully staffed support team they had, didn't actually change the product, and here we are!

JoesemM
Moderator

Automatic state UI tax deducted, but never delivered

Hello there, @qcbcksistheworst.

 

It isn't the kind of service we want you to experience while paying your quarterly payroll taxes in QuickBooks. We understand how frustrating this can be and we want to assure you that we are taking this matter seriously. Our Tax Corrections Team is currently working to fix the issue and ensure that the deductions are deposited correctly into the state system.


We appreciate your patience and understanding while we work to resolve this for you. Stay safe.

qcbcksistheworst
Level 2

Automatic state UI tax deducted, but never delivered

"We appreciate your patience and understanding while we work to resolve this for you."

 

This is a condescending and stupid thing to say. I'm paying you to do something. More importantly, what I'm paying you to do requires my funds, so it is a double whammy. I am filing a lawsuit against Intuit this week. Not once has someone from Intuit reached out to me about the status of my case.

qcbcksistheworst
Level 2

Automatic state UI tax deducted, but never delivered

It has been almost two weeks since I contacted the tax resolution team. No response.

BigRedConsulting
Community Champion

Automatic state UI tax deducted, but never delivered

@JoesemM  RE: It isn't the kind of service we want you to experience while paying your quarterly payroll taxes in QuickBooks.

 

And yet, it's the service you offer. So, in a way it is the service you want your customers to experience.  If Intuit wanted their customer service to be different (better) it would be better.

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