QUICKBOOKS NIGHTMARE UPDATE USING ENTERPRISE PAYROLL
DAY 41 OF THIS ONGOING NIGHTMARE USING QUICKBOOKS
I've been a QuickBooks customer for over 15 years and have trusted the platform with thousands of pages of financial records. Unfortunately, my recent experience has been nothing short of a NIGHTMARE.
We were forced to migrate from QuickBooks Desktop 2023 after being told it was no longer supported and purchased QuickBooks Enterprise. Since then, it has been one problem after another.
Our payroll still doesn't work. Payroll taxes are not being withheld from employee paychecks. We cannot file our quarterly payroll tax returns (NOW BEING PENALIZED.). We've been told the cause is a security hold on our account due to a system "glitch."
The solution is supposedly simple: the Security Department needs to verify our business. Yet after now 12 separate support calls, each lasting 1–2 hours, we've made absolutely no progress.
Every representative has been courteous and has genuinely tried to help, but the outcome is always the same:
- "The Security team will email you."
- "We've escalated your case."
- "You're at the front of the queue."
After 12 attempts, we have never received a single email.
No one can provide a direct phone number for the Security Department. No one will transfer us to a supervisor or someone with the authority to resolve the issue. Meanwhile, QuickBooks continues billing us every month for a product we cannot use. WE ARE NOW WRITING OUT PAYCHECKS BY HAND!!!!
At this point, I don't need another apology or another promise that someone will contact me. I need someone empowered to fix this.
If anyone from Intuit is monitoring this forum, I would appreciate contact from someone in Executive Customer Relations or the Office of the President who can actually resolve this matter.
We also expect reimbursement for the service we're paying for but cannot use, as well as consideration for the dozens of hours we've spent trying to correct a problem that was not of our making.
This has been, without question, the worst customer support experience I've encountered in my 35 years of running a business.