I am writing regarding another unresolved QuickBooks Online payroll issue that has now been escalated without resolution or meaningful follow-up.

I deleted a payroll and the related payroll tax payments because the payroll wasn't paid by the clients as instructed. The payroll taxes had been handled outside of QBO, and were cancelled outside of QBO accordingly. The payroll and related payroll tax liabilities were cancelled, and all related entries were deleted within QBO.

However, while the payroll tax payment to the IRS correctly appears as deleted in the checking account, the payment still remains in the payroll liability account. This has created an inaccurate liability balance that I cannot clear.

I have already contacted QuickBooks experts and support representatives. Unfortunately, no one has been able to resolve the issue. I have been told the matter is “being investigated” and that I would be contacted via email once a solution was available. I have now received this same promise four separate times regarding four different issues within the last month. Only one follow-up email was ever received and issue resolved. The other issues remain unresolved.

I have been a QuickBooks user for more than 20 years, and I am honestly appalled by the deterioration of the product and support experience. It feels as though Intuit has become so focused on expanding into countless additional services that the integrity and reliability of the core accounting product are suffering.