Paid for Contractor Add-On That Never Worked – 11 Calls, 20+ Hours, No Resolution

Update 15 April 2026:

April reached out to me on 6 April 2026.  I was unavailable and she left a voicemail.  We scheduled a follow up phone call via email for 7 April at 12 PM Central (1 PM Eastern).  I set time aside at work to take this call. There was no call. I waited 15 minutes before returning to work. Still no call. I received a call from Brian at 1231PM Central (131 PM Eastern), 30 minutes after our scheduled time. I did not answer the call. He left a voicemail explaining to me that in under 24 hours my case was already reassigned to him.  I imagine the abrupt reassignment of the case from April to Brian caused the miscommunication. Brain and I eventually organized a time for a phone call and he was punctual each time.  In fact, he worked with me to find times that worked for my schedule.  This was appreciated.

On the first call, I explained my issues. One of the issues was a refund request made through Intuit's refund request portal.  The agent who took this refund closed my case stating only that I needed to call customer support. I do not believe the agent read my refund request because I had explained at length the number of calls and hours spent with customer support without any resolution. The product has not been working as advertised for the entirety of paying Intuit therefore I was requesting a request. This seems fair however the Intuit refund agent must not agree.

My second issue was the feedback tool on Quickbooks Online.  Customer Service told me I could write my issues and concerns and someone would reach out to me. Over a month later no one has. Brain stated that this was feedback for new features and not for issues regarding the software or customer support. Perhaps Intuit should share this information with the rest of their support team.

My third and most pressing issue is that you can not direct deposit your contractors if you are a sole proprietorship. This has been my ongoing issue for months now. I explained the myriad of troubleshooting I was instructed to do. Brain explained he would look into it further.

There was another call or two between Brain and I since then.  We have also set up for a recurring call on Fridays while he looks into the issue and is supposed to provide updates from the software team on the issue. This take us to today. I have not heard anything regarding my refund request and my initial issue remains unresolved without any timeline. In short, I am in the exact same position I was in when I wrote my initial post.

I am not the first sole proprietorship to try to pay contractors with direct deposit.  Intuit must have known about this issue prior to my experience. If the program doesn't work as advertised then please state that and please instruct your support staff to tell customers the software is not working as intended. Currently, the product advertises that it does work with sole proprietorships. It does not. Furthermore, the NextLevel help team has provided no additional support or information since they began their involvement. (Note: Brian has been very polite and I think he is trying his best).

As of this update I cannot in good faith recommend QuickBooks Online to another business. Their customer support processes have given me an extremely negative view of this company and their ability to address customer concerns. I am still hopeful for resolution and will update this post so that others can follow along and draw their own conclusions about Intuit, Quickbooks, and their customer service.