Dear Quickbooks,
1) We signed up with QB payroll premium and paychecks are supposed to be automatic in the bank feed when you process payroll. We have followed the QB procedures and the paychecks process, but QB posts to the wrong bank account. After 8 hours asking where the paychecks were (as we couldn't find them), nor could the QB Team. We finally found them 3 months later...today! Going to the helpline, a very nice guy tried to help us, but couldn't work out why the paychecks were being sent to an erroneous bank account, nor could he get them to go to the right bank account...which is displayed in the payroll set up. So QB payroll has the right bank account in the set up, but posts to the wrong account. We were told (3 months ago) that this would be fixed in 5 days...3 months later, it still isn't fixed and we are going to manually fix this ourselves for 7 payment runs in the next couple of days.
We are exasperated by the lack of support!
2) We are also being overcharged for our QB payroll system and QB Online. Our accountant was told to disconnect QB payments which he did & re-connect it and he would be put back on the previous payment plan. This was also about 3 months ago and he/we have been overcharged for 3 months! No one at QB seems interested in fixing this for us.
We are having to consider moving away from QB because nothing ever gets fixed. We have stayed with QB because we have 10 years of history in QB that we don't want to lose, but don't know what else to do.
3) We have phoned QB numerous times: us and our accountant. We are always promised call backs and support that never arrives.
4) Our accountant was offered compensation for our problems, which he promised to pass onto us as ultimately, we pay the QB bill, but the compensation that was promised has not been paid. The compensation was 3 months free subscription for QB Online and QB Payroll. Instead of receiving compensation, he is being over charged and as a result, so are we.
This is our last request to QB. If you help us and resolve these problems we would like to stay using QB. If you continue to ignore us (a 10 year relationship is being trashed) we will have NO CHOICE BUT TO GO ELSEWHERE. We will all feel sad to leave our 10-years of history behind in QB.
Very sad QB customer,
Michelle
