We have been QuickBooks online customers for over a decade and for the last few years QuickBooks online has gotten significantly worse and the support is absolutely atrocious. This is my personal opinion in this review. This week things have really come to a head:
On August 25th, 42 team members received a duplicate payment. That was equal to about $55,000 deducted from our accounts.
My accounting team alleges the following timeline-
August 19th – Accounting Payroll user creates the bonus payroll in question and ‘Saves for Later’.
August 22nd – Our Senior Accountant user submits payroll for processing / Approves it.
August 24th – Coalition employees report not receiving pay.
August 24th – Senior Accountant user logs in finds the August 19th payroll not processed/submitted and still in draft/Save for Later status.
August 24th – Senior Accountant user submits payroll from August 19th for processing/ Approves it.
August 26th – We receive reports of duplicate deposits on August 25th from employees.
The time stamps provided by the QuickBooks system are HIGHLY PROBLEMATIC and may indicate that this is a Quickbooks bug.
Their timeline is:
08/19/2022 04:59 PM – Accounting Payroll creates the payment.
08/24/2022 05:01 PM – Accounting Payroll creates the duplicate August 24th payroll payment.
8/24/2022 05:01 PM – Senior Accountant user approves the August 19th payroll payment.
8/24/2022 05:01 PM – Senior Accountant user approves the August 24th payroll payment.
Logically, it seems impossible that in 1 minute, our Accounting Payroll user would (a) create a new payroll, and our (b) Senior Accountant user would approve the earlier 19th payment, and (c) our Senior Accountant user would approve the new 24th duplicated payment created in the same minute.
We contacted QuickBooks support and the person required us to repeat via chat the problem about 10 times to them. There is no escalation to a higher level person, so all we had was a base customer service rep who actually closed the chat on us and we had to restart with someone else. There is no way to get on a video call or anything like that to solve a large problem like this with them. It’s been an absolute and total nightmare trying to get any help or support from QuickBooks.