LACK OF SUPPORT

Hello cblivestock,

You can contact our Customer Care Team through the Help menu in QuickBooks Online or through this link https://quickbooks.intuit.com/learn-support/en-au/contact and enter a few details about your query.

To contact support through the Help icon in QuickBooks:

1. Log in to QuickBooks Online.

2. Click on the Help? icon.

3. Click on Contact Us and select options:

• Call us on the phone number list from 8:30 am to 6:30 PM AEDT Mon-Fri
• Chat with us 8 AM to 10 PM AEDT (Mon - Fri) and 8 AM to 8 PM AEDT (Sat-Sun)

Post again in the Community if you have more questions about QuickBooks Online!

Hi Sheila,

The 1800 number is a Call Centre outside of Australia. Every time I call, I get a different person who is unable to assist me. I am having weekly issues with the system:

1. Bank feeds won't refresh - no issues with online banking

2. Drop downs freeze.

3. Payroll is not setup to Australian Fair Work Act.

4. Requests to speak to a senior manager go unanswered.

I would like to speak to someone in Australia. There are no listed numbers and the  Call Centre staff are unable to assist. This is very disappointing and frustrating. I have had a call from a "Michelle" who does not leave a number. I can't sit by the phone all day waiting for a call that never comes.

Hi cblivestock,

I understand you're having fundamental issues with your QuickBooks Online account. This is not the experience we wanted our customers to have. I get that you would prefer a native speaker to help with your questions. I assure you though that our Customer Care Team is well-focused and competent enough on resolving your issue.

Since we're in a public space we're unable to get your details for security purposes. It's always best to check with our Live support team through Chat or Phone to further check your QuickBooks Online account.

Hi Sheila,

I'm escalating this as I'm not getting the assistance I need from the Call Centre employees. As I am receiving email responses from you, I can assume that you have my contact details. Please have someone from Management in Australia call me.

Florie contacted me at home on Thursday which was a National Public Holiday on my personal mobile!

I did not answer the call as I was not at work and it was an unrecognised number to my private number!

The level of incompetency only gets worse. As previously stated, could someone from the Sydney office please get in contact.

Hi cblivestock, 

Thanks for letting us know. We would like to ensure that you've get the best service and resolve your concern sooner. Since we're in a public space we're unable to get your details for security purposes. It's always best to check with our live support team to further check your QuickBooks Online account. You can follow these steps on how you can request a callback. 

1. Go to https://quickbooks.intuit.com/learn-support/en-au/contact. 
2. Select/enter details and click Continue.
3. Select  Have us call you. 

One of your team will you call you and assist you with your QuickBooks Online. 

Feel free to message us back if you require further assistance. 

I received a call at 6.46PM last night on my personal mobile phone. No, I didn't answer it. You have my work number and I don't take calls after 5.00pm at night.

You are obviously not calling from the Sydney office and are not taking into account the time difference when calling internationally. The level of incompetency and obvious lack of customer service is extremely disappointing.

Hi cblivestock,

Thanks for sharing what happened. We'll be sure to look into the support ticket you have. We've received similar reports about the banking feed issue encountered and a ticket has been raised to our senior support and engineers.

There was a change with the ANZ bank feed connection a few weeks ago and customers were prompted to upgrade their bank, feed connection to Direct feeds to get a better and more secure connection. You can check this link to learn more about How to upgrade to ANZ direct feeds.

I'd also recommend contacting our Live Chat and Phone support team through https://quickbooks.intuit.com/learn-support/en-au/contact  for real-time support.

Please leave a comment on the thread if you have more questions.