Intuit
My Payroll subscription evaporated, and there is no going back

On Monday 25 Jun at about 2pm I made a mistake.

I attempted from within my Quickbooks file to log into Intuits servers to update my payroll information. At the start of this adventure I had a valid payroll subscription that was paid up through Jan. There was a problem with my login and I tried various options. I managed to login to my personal Intuit account (for TurboTax) and bang my subscription was gone!

There was no "we are about to cancel your subscription, are you sure?" warnings. No hint, just plain poof.

I have used Quickbooks Payroll for more than 5 years in my own business. I use Quickbooks and TurboTax. I also process my credit cards for my business thru Intuit Merchant Systems.in other words, I would count me as a great, loyal customer of Intuit. That ended Tuesday with no response from Intuit.

I got on the phone and spent the next 2 hours hearing from one person after another tell me "You cancelled your subscription, a refund is in process and there is nothing we can do to help you" And, in order to run payoll on Tuesday I needed a new payroll subscription. $300 or $400 direct from Intuit or $160 at retail.

I talked with at least 5 people within Intuit, I asked for supervisors. To no avail.

A refund of some unspecified amount is "in process" for half of what I paid.

I informed the last person (a supervisor of a supervisor!) that Intuit had 24 hours to decide to keep me or not. I gave them my email address, my cell number and asked them to fix this. That 24 hours ended yesterday at 4:30pm PT and no communications from them at all.

After many years and thousands of dollars going past, I have said goodbye to Intuit. There will not be a 2013 sale of Quickbooks nor any other business with Intuit.

Company: Intuit
Country: USA
Site: intuit.com

  <     >