I want to ensure that your questions are addressed accordingly. However, as much as I would like to get this handled directly, the case number requires pulling up your account information, which I am unable to do in this public forum.
I know you've already called in. For security reasons, you may need to get in touch with our QuickBooks Desktop Support again. Unlike in this public forum, they have the tools required to perform any escalations in the system whenever necessary on your behalf.
I can pass along all the feedback you have to the appropriate channels so you're able to reach a point of resolution as quickly as possible.
You can always check out our Community Help Articles if there are app features that you want to learn more. Additionally, you can visit this article to know more about QuickBooks Desktop Payroll: Get started with Payroll.
I'll be around to help if you have additional questions. Have a good one.