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info-fischercons
Level 2
posted
‎December 14, 2022 05:58 PM
last updated ‎December 13, 2022 10:58 PM

How can I get a response to a complaint I raised 4 weeks ago.

It has been 4 weeks since I raised the issue of banking malfunctioning with my Quickbooks Online account. Since that time, I have had a rubbish response from the Quickbooks Support Team. I have decided to now crowd source possible solutions here and on my social media accounts.

 

The banking issues have been ongoing for over a month. None of the issues I have raised have ever been fixed. Worse still, the Quickbooks team refuses to let me know what is happening. I can only assume they have decided they cannot or will not fix the issues. 

 

I'm keen to hear from business owners who experienced similar issues, to hear what advice and solutions you have found, and which alternative software you have moved to.

 

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3 Comments 3
IntuitAika
Intuit
Intuit
‎December 15, 2022 09:14 AM

How can I get a response to a complaint I raised 4 weeks ago.

Hi info-fischercons,

 

Thanks for posting in the Community! I can see that you've posted a similar query about the reported banking issue on a different conversation. With this, I'd recommend visiting the said thread through this link for further details. 

 

For your reference, you can also check on this article: What to do if you get a bank error or can't download transactions in QuickBooks Online.

 

Feel free to post again if you have any other questions. I'll be around to help you. 

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info-fischercons
Level 2
‎December 15, 2022 10:11 AM

How can I get a response to a complaint I raised 4 weeks ago.

The only response I ever get is this standard response which has now been sent to me twice (every time exactly the same message) after I repeatedly called and emailed:

Good day!  It's me again VHANN from Quickbooks Online. Currently, your case is still on our back end team queues and they are still working on it. To effectively manage outstanding cases we have to send an update to our customers.  With this, I will be sending you an email from time to time just to make this case open and active. I hope you won't be bothered because I want to let you know we are working on your case. If you prefer to discuss this escalation further via phone, you may contact our Customer Care Hotline at 1800 046 038. Our phone support line is available from 8:30 AM to 6:30 PM (AEST), Mondays to Fridays. My colleagues from the phone support line would be happy to assist you with a smile! Once again, thanks for your time and patience.

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IntuitSheila
Level 8
‎December 15, 2022 11:04 AM

How can I get a response to a complaint I raised 4 weeks ago.

Hi info-fishercons,

 

I understand you're having fundamental issues with your online banking connection in QuickBooks Online. It could be your account connection is affected by the ongoing product investigation for online banking connection. For us to better help you, I'd recommend contacting our Live Chat or Phone team. That way, one of our support agents can check the updates of your banking issue. Since we're in a Community space here, we're unable to ask for your details for security purposes.

 

You can also contact support through the following steps:

 

  1. Log in to your QuickBooks Online account.
  2. Click on the Help menu.
  3. Click on Contact Us.
  4. Enter a short description.
  5. Click on Let's talk.
  6. Click on Get a callback or Chat.

In the meantime, you can manually upload your bank transactions using a CSV file upload to be able to add your transactions in QuickBooks Online.

 

Feel free to reply on this thread if you have more questions about QuickBooks Online.

 

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