How do you escalate a complaint about the customer service department in the U.S.? And telling me to contact that same customer department by telling me to click the help button to start a chat or receive a callback is NOT the correct answer.

I see where you’re coming from, @KMc81.

Please know that this isn't the kind of experience we want you to have when contacting our support. I am here to ensure you're able to get the help you deserve in QuickBooks. Therefore, I would like to ask a few verifying questions. 

Can you share with me here the details of your concerns? What specific help do you need? Any additional info will help me provide the appropriate resolution of the issue.

Keep me updated in the comments below. Hope to hear from you as soon as possible. Take care and stay safe!

@KMc81 

Are you using QBO Global version? Why should you contact US-based Support?

I'll restate:  I want to escalate a complaint about the service organization that serves the United States.  It is absolutely the worst customer service I've ever experienced in my 35 year career.  I have an open case regarding payroll that I've been lied to about for the past 2 weeks, and so I'm looking for any avenue to escalate my issues past the tier 1 support for Quickbooks Payroll.

This is Global Community. You should repost your complain in the US Community instead. Otherwise you will have to wait for one of the Admins to move your post there.

I appreciate your help.  I don't see an option for a U.S. community . . . Only this one.  Is there a link you can share?

Do you support U.S. based clients?

Navigate to the top right menu and click flag to change it to US flag. I'm just a fellow member of the community.

Thank you!

At this moment I am 3:32 hours lost due to lack of support from 5pm to 8:32pm. I don't know why this lady was hard head to give us access to talk to her supervisor. I understand that she was not a professional o correct agent to deal with this payroll situation but why put us on hold for 3 hours and back and forth just saying I'm here. QBooks is responsible for not having level of experience support personnel.

I appreciate you sharing your experience with our support, AGTem.

I'd love to help you with your concern, let me make it up to you. With that, may I know what are you trying to achieve with payroll? I would appreciate any details you can share to help me better understand your concern and provide an accurate solution.

Since you're working with payroll, you might want to check this article for some links about the payroll tasks in QuickBooks Online: QuickBooks Payroll help article hub.

In the meantime, you'll want to check out our Help Articles to help you with the tasks and tips when using QBO.

I'll keep an eye out for your response. Any additional information will do. Take care and have a good one!

I AM HAVING THE SAME ISSUE. The payroll department has ROYALLY messed up my books. My books were perfectly correct, but when I transitioned to the QB payroll module, I entered the historical paychecks for the year. The system did not load that information into the payroll module. My chart of accounts was all correct, but the payroll module did not match my chart of accounts. Customer service had to submit a correction request. It took about a month, but the payroll team called me regarding the correction request. I filled out the template they sent me with the data that needed to be added to the payroll module. They entered the data and asked me to verify they entered it correctly. Upon checking, I made them aware that they miskeyed one of the FUTA entries by $3.00. They keyed $4.50 instead of $7.50. I verified that the data I sent them was correct, and it was. Now, they have not been able to rectify their error. First, they adjusted Medicare, which was never incorrect to begin with. Which led to the payroll system requesting a refund on an overpayment of Medicare taxes, which were not actually overpaid. Then they did an adjustment on the FUTA for -3.00 instead of +3.00. Now, one of my employees has a duplicate paycheck showing up, so my chart of accounts are ALL incorrect at this point. I asked for them to escalate my issue over the phone and was told no and the representative got an attitude with me. This was after I patiently gave her 3 tries to get it correct and she kept messing it up further each time. This is UNACCEPTABLE. They are messing up my books, but yet don't give me the ability to correct them since as a user, we cannot do the payroll correction entries ourselves. Now, they tried again and asked me to review. Upon review, it is still incorrect. I bring it to their attention and then they tell me that my FUTA calculation was wrong. My FUTA calculation is correct and they keyed it wrong. The entire problem is that they miskeyed an entry by $3.00 and cannot correct their own error. I want someone to listen to the phone call recording, and to review the e-mails, and to FIX THIS.

I know that your past interactions with our support team were difficult.
 

I understand your frustration when you're unable to get the assistance you need in managing your books. Please know that someone from our dedicated team will review your account thoroughly, and we'll get back to you right away once we have an update regarding this matter.
 

Additionally, we'll take note of your interactions with our agents and take action to enhance our service to our valued customers.
 

Please keep in touch if you have further questions about QuickBooks. We're always here to help.