I have been trying to obtain help from Quick Books Online for two weeks. My problem is a direct deposit transaction that will not process for one of my contractors. I had been using Intuit Online Payroll services for several years, until they transferred my account to Quick Books Online services. After the transfer, I had to call and write through the suggestion portal to provide services to view and track my contractor payments. Slowly over the last year they have provided some basic contactor tracking information. However, my issue now is no one has helped me resolve a direct deposit issue with one of my contractors. After two frustrating weeks I have spoke with 13 different representatives over countless hours over the phone and through chat. 

I pay several contractors every month for years, but two weeks ago one of my contractors direct deposit payment would not process. I would receive an email stating the direct deposit will be processed the next day, but 2 minutes later, I would get another email that there was an urgent issue with the direct deposit transaction. I timed it because I have tried several times along with several Quick Book representatives that screen shared my account so they could see the direct deposit would not process. They confirmed that, I deleted and reentered the bank account information. I also entered a different bank account information the contractor provided, and it would still not process.

Several of the representatives emailed me case numbers with all the information concerning the issue. I have been told numerous times someone would contact me with a resolution within 48 hours. No one ever contacted me. Each time I called they would pass me on to someone else and they would say well the person that opened this case number did it wrong and they need to open a new case number that would go to the correct department. I attempted to get help on chat and the person said I need to end the chat because someone is working on it, and I can’t help you. I tried to explain no one is working on it and why do you need to end chat like this conversation never happened?

Finally, I got it, no one is going to help me, and I will not get any answers from anyone. I called today, and they put me on hold and came back and said they will call me back. Four hours later, I still haven’t received a call back. I know I am one customer, but I do spend thousands of dollars for their payroll services. A payroll service company should be able to provide a resolution for a direct deposit problem, a basic core element of payroll. It has been frustrating to say the least, but I now understand I cannot count on them for my payroll needs.