Our nonprofit currently is unable to pay our employees due to an internal issue within QB that only Intuit has access to fix, and to make things worse, QB has been automatically filing incorrect tax forms with state and federal agencies due to this internal glitch. It has been 65 days since we notified Intuit support and they opened a problem ticket.
We discovered in December 2024 last year that QBO payroll had miscalculated gross salary and taxes for one of our employees for the 2024 tax year, which was going to cause an error in the W2 forms scheduled to be automatically filed on January 15th. I immediately called Intuit QB Support to notify them of the issue, and they started a payroll corrections case for us. I let them know that it needed to be resolved before W2s get filed on January 15th, and they assured me that they would get it fixed before then. Not only did they NOT get it fixed (and therefore filed W2s that were incorrect), it is now 65 days later, and our accounting team has spent over 100 hours on phone calls and customer service chats trying to get any kind of forward motion on the issue. The farthest that we have gotten was, on one call, a QB support employee tried going back and editing past paychecks as an attempt to correct the miscalculations. Not only did this NOT fix the problem, it introduced many additional problems, one of which is that QBO now generates an error if we try to run payroll, again based on internal calculations that only payroll support can access to fix. So we currently can not pay our employees. Not only that, but (in addition to the incorrect W2 forms for 2024) now our ongoing payroll tax is being grossly miscalculated, and QB is starting to file error-filled tax forms with both state and federal agencies. The whole thing is snowballing into a bigger and bigger problem every day. Intuit Support has told us that there is nothing we can do but wait for the back-end payroll support team to fix the issue. They have also said that there is no way to contact this team, and, again, all we can do is wait. They also continually say that the issue "could take up to 20 days to resolve". I keep pointing out that 20 days was up more than a month ago, but so far nobody seems to care. The last time I was on a chat with Intuit support, I discovered that there are now four problem tickets that have been opened for the problem. Apparently they have just been opening a new ticket and closing the older ticket in order to reset the start date, making it appear that it has not been 65 days without resolution. I am at my wits end. I have shifted from being polite and patient to now DEMANDING to be connected directly with the team working on the issue, and when they refuse, DEMANDING to speak to a manager or supervisor, which they also refuse. Again and again they just say to wait for this super secret team that nobody can talk to to fix the issue. Does anyone know how to get through to these people?
