Payroll been on hold for couple months now and nothing is working. Every time I talk with QBO (8 times) they say we submitted a ticket to the back end and nothing happens

Payroll been on hold for couple months now and nothing is working although i had ran a payroll when first set up. Every time I talk with QBO team (contacted 8 times) they say we submitted a ticket to the back end and nothing happens. i am sick of this, so is my client who wants to cancel everything already.