Employees and payroll

@LeizylM - I wanted to share another update on my issue, and ask a question. For context, I now have an open case with the Intuit Online Payroll Corrections Team, TaxOps Case ID: PTO381210 | Salesforce Case ID: 15124908554.

This has been my email correspondence with that team and our case worker "Marky", via email account [email address removed].

@LeizylM - given the correspondence below, I'm not feeling confident that my corrections will be handled correctly. My question is, is there any way to escalate my case to ensure it is being handled appropriately, especially since my Corrections case is the direct result of my QuickBooks Online Payroll Elite Setup being mishandled by the agent Intuit assigned to our account to perform this service?

Oct 14, 2:52 PM PT (Marky/Intuit): 

I would like to remind you of the file that you have to send to us which will consist of the specific error/issue of the account that needs to be corrected. [File Exchange link]. 

It would be best if the file contains the exact errors/issue you have found and need adjustment so that we can complete the case sooner.

Oct 15, 11:44 AM PT (MK_APWC): 

Hello Marky,

I have prepared an additional file for my case, per your request; this is in addition to the previous four provided per Payroll Support.

[I then go on to summarize what the file contains, and provide an outline for each employee of which YTD payroll items have incorrect YTD values for the time range of 01/01/24-09/30/24; these were the payrolls we ran in QuickBooks Desktop, for which the YTD payroll data needed to be manually entered in QuickBooks Online Payroll--but was done so incorrectly by our Inuit Payroll Elite Setup Expert.]

Oct 16, 2:32 PM PT (MK_APWC):

ATTN: Payroll Tax Support, c/o Marky.

Would someone within the Online Payroll Corrections Team confirm that my email from yesterday was received, as well as the new file I supplied via the file exchange? Details are in this email thread.

I just called QuickBooks Online Payroll Elite; an agent named Jayden reviewed my case and said it is still in progress; however, he could not confirm or contact the person in your team working on this case. As you know, the only way I am able to reach you is by email, or if you call me.

Oct 17, 7:05 AM PT (Marky/Intuit):

Hi Michelle,

Sorry for not getting back at you. We did received the file that you uploaded for us and thank you for that. Currently reviewing things and checking the necessary process of adjusting the payroll of each employee to avoid messing the account.

Marky

Oct 17, 3:38 PM PT (Marky/Intuit):

Hi Michelle,

I would like to ask you to check the adjustments made because if I compare it with the report that you have uploaded for us, some were not included but were adjusted by the system as deemed necessary. If you have questions with regards to the adjustments, please tell me.

With kind regards,

Marky

Intuit Quickbooks Payroll Correction Team

Oct 17, 4:09 PM PT (MK_APWC):

Hi Marky,

I don't understand what you are telling me. Can you please give me some specific examples of where you are seeing this, to help me understand?

Oct 18, 2:52 PM PT (Marky/Intuit):

Hi Michelle,

I'm sorry for the confusion. I myself got confused with the question and the reason is I mistakenly made a incorrect adjustment. but worry not since I already figured out things with my teams help.

With kind regards,

Marky

Intuit Quickbooks Payroll Correction Team

Oct 21, 12:22 PM PT (MK_APWC):

Hi Marky,

I'm concerned you may not understand the corrections being requested, based on your last email.

Would it make sense for us to review together, with your team, the file that I supplied? Also, how will you and the Intuit QuickBooks Payroll Correction Team ensure that you are not making "incorrect adjustments" to our payroll history go forward?

To reiterate, I'm very concerned about the further mishandling of our Payroll Setup. I am copying our Account Executive , again, for visibility and to see if there is any additional support he can provide.

[As of Oct 22, 8:42 AM PT, no further emails have been sent to or received from the QuickBooks Online Payroll Correction Team.]