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GCbookkeeper
Level 2

How to submit a complaint or speak to someone senior who can resolve problems

We have three different company files with QBKs (separate subscriptions for separate companies all under the same log-in).

 

We currently have two lodged cases for two of our company files.

 

One has lost its bank feed and we've been manually entering transactions for two months.

 

The other has lost access to the payroll tab in the desktop app. 

 

Both of these issues have been raised with Customer Support however I've been told both 'are with our engineers and we have no idea when the issues will be fixed"

 

I am beyond frustrated at receiving FAQ-style replies to my queries on this forum (cut-and-paste style "try this" that neither works or actually answers my question)  and would like to speak to someone who can actually understand my problems, answer my questions and find resolutions - someone senior to a call-centre customer service phone answerer.

 

Please help. Xero is looking more and more inviting right now. 

18 Comments
MariaSoledadG
QuickBooks Team

How to submit a complaint or speak to someone senior who can resolve problems

Hi GCbookkeeper,

 

We always want to ensure that you'll be able to automatically update your bank transactions and work on your payroll in your desktop app.

 

May I know what particular bank are you having issues with? We'll let you know once we receive updates from our engineers. 

 

You can try clearing your app data. Then, check if you have an active payroll subscription. If it's active, make sure you have access to payroll if there are multiple users in your QuickBooks Online account.

 

However, if you still want to request a supervisor, I suggest contacting our phone support team and request an available one. They have the tools to pull up your account in a secure environment which we're unable to do it here in the Community. You can also provide the case number so they can review your case and continue performing the troubleshooting steps if applicable.

 

To reach to our support team.

  1. Sign in to your account.
  2. Click Help.
  3. Select Contact Us.
  4. Type your concern.
  5. Click Let's talk.
  6. Select Get a callback.

Please check these articles for more information:

You can always get back into this post if you have more questions. I'll be right here to help.

GCbookkeeper
Level 2

How to submit a complaint or speak to someone senior who can resolve problems

As per my previous post:

Both of these issues have been raised with Customer Support however I've been told both 'are with our engineers and we have no idea when the issues will be fixed"

 

Are you able to answer my question about how to speak to someone senior or submit a formal complaint? 

christine_w
QuickBooks Team

How to submit a complaint or speak to someone senior who can resolve problems

Hi GCBookkeeper-

 

I would recommend to reach out to us on the phone, all of our agents will record your feedback in regards to the case and can escalate for further review. You can reach us at by following the steps below. 

 

To reach to our support team.

  1. Sign in to your account.
  2. Click Help.
  3. Select Contact Us.
  4. Type your concern.
  5. Click Let's talk.
  6. Select Get a callback.

Hope that helps. 

 

-Christine

GCbookkeeper
Level 2

How to submit a complaint or speak to someone senior who can resolve problems

I've already done this - the response I get? 

'It's with our engineers, we don't know who long it will take to fix"

christine_w
QuickBooks Team

How to submit a complaint or speak to someone senior who can resolve problems

Hi GCBookkeeper-

 

The payroll tab should be accessible at the moment, as long as you've updated the app. Please open the app, Select 'QuickBooks' [Mac] or 'Help' [Windows], check for updates, and then update your app to the newest version. If the payroll tab is still inaccessible let me know. 

 

In regard to banking, I can't be sure of the issue but if it's with the engineers we are on our way to a solution. Unfortunately I cannot solve the issue directly from our support team, I don't have the skill set to make the changes that need to be made if it's with the engineers (knowing the scope of issues they handle). I understand it's frustrating, but we are advocating for you and your issues as much as we can. Customers are our priority. If you've got a case ID (would have been in the subject line of any email received in regards to your issue) I can check to see if there's been any update on your issue. 

 

Finally, I've seen your other post this afternoon regarding the app. I'll remove that from our queues so the larger community can respond and might be able to find some solutions for you as well. 

 

Hope that helps. 

 

-Christine

GCbookkeeper
Level 2

How to submit a complaint or speak to someone senior who can resolve problems

The payroll section is still not accessible. 

 

I've been in twitter chat with various advisors today and yesterday - we've uninstalled and reinstalled the beta version, it still doesn't work - the engineers are aware of this. I was told I would receive a call yesterday and then again today - this didn't happen. I've now been told to call in myself.  Even though the advisor said the engineers are aware of the problem - I'm not sure what else can be done over a call.

 

The bank feeds have come back this past week - two months after we lost them.

 

These are the other issues I've logged recently

- reports displaying on screen but not printing (to pdf or printer - just prints blank page). I've been told this is with the engineers.

- supplier/customer account not displaying correct outstanding balance in one area, but correct in another area. Again with the engineers.

- Not been able to match bank feed payments to purchase invoices. At first I was told this wasn't possible due to the bank account been USD, but then I showed the advisor how many transactions we've matched previously to this account and they said to call in. Which I will do tomorrow -as earlier today I was told someone would call me, but they didn't.

katherinejoyceO
QuickBooks Team

How to submit a complaint or speak to someone senior who can resolve problems

Thanks for giving us updates, @GCbookkeeper. I know how the issues you're facing are weighing you down and I feel the urgency of speaking with our higher support to address your concerns. Please know that once issues are under investigation, only our engineers can fix them. You should be receiving updates through your email once they're resolved. Your patience is highly appreciated on this matter.

 

Also, the callback feature may take some time due to high volume listed. Keep your lines open so you can answer them by the time they'll contact you. You might want to talk to our live support though Chat instead. They're always available to attend your needs real-time.

 

For future reference, you can turn on the Multicurrency feature and learn about how to add a foreign currency account to keep track with your account currencies and balances on the Chart of Accounts. 

 

Let me know if you have additional questions. We're always here to listen and help you in any way we can. 

 

Maliziosa
Level 2

How to submit a complaint or speak to someone senior who can resolve problems

I have the same question! I do not seem to find someone to solve my issues! If I cannot submit a formal complaint then I shall review your product on Trustpilot and ProductReview. Thus people will not make the same mistake by choosing you. I am now very tempted by XERO.

 

To make it simple and share it with this community, here is my story.

 

I was recommended Quickbooks during a business course. The bookkeeper invited to speak during our training, was promising Quickbooks training and help if we enroll with them. When I started my business I went to them to get my Quickbooks account set up. I got no training though ( the bookkeeper asked me to come back when I start trading!). She just set up my account and later sent me an invoice of $140 for just that! She enrolled me in Quickbooks plus and I paid the highest fees ( higher that I would have paid if enrolled directly with Quickbooks). I had no training so I started to do my bookkeeping old style ( Excel) without using Quickbooks and postponing teh training. When I finally tried to see what to do with Quickbooks, I discovered I had no control over my account (that bookkeeper having the upper hand). It was July and I called Quickbooks  for help! The answer was " you must start fresh with a new account": and leave the old one! They did not tell me I would have no option to add anything to the old account.

I moved to a new account and disconnected my bank accounts and till . After a couple of months when I wanted to go back to the old account (last financial year), all my bank records were gone and I couldn't add anymore expenses! 

I am not happy! I paid top dollar for that account and I was unable to use it! Quickbooks customer service said they could do nothing as I closed the old account and the information there will be saved for one year. It's not one year yet I cannot see anything in there! I need a refund for that account!  

Bonny_
Moderator

How to submit a complaint or speak to someone senior who can resolve problems

Hi Maliziosa,

 

Thanks for sharing your story and sorry to hear what you've gone through.

 

Just to clarify, did you have an agreement with the bookkeeper that meant that they paid the subscription for you on your behalf? If so, you'll have to reach out to them to get your money back. Our support team can only assist with billing enquiries if you were directly paying for the subscription with us. 

 

We retain records of accounts up to one year since the subscription for them has been cancelled - if you contact our support team we can help you find the account you were previously using and access it in a read-only state so you can download the necessary reports for the last financial year.

 

You can get in contact with one of our representatives by phoning 1800 046 038. Our line is open 8:30am - 6:30pm AEDT Mon - Fri.

 

Bonny

rich1000
Level 1

How to submit a complaint or speak to someone senior who can resolve problems

Same experience. In the past 12-18 months went from excellent service to the worst of any business focused company I deal with. My only hindrance in going to Xero is QBO only supports data export under Internet Explorer, but also no longer seems to work in Internet Explorer. Intuit Data Service team that is supposed to help with export is a joke. They haven't been able to produce a data export in multiple weeks. Many hour long customer service sessions. Lot's of Intuit representative that barely know how to use a computer let along help someone else.

rich1000
Level 1

How to submit a complaint or speak to someone senior who can resolve problems

Yeah right. That is just a way to waste an hour+ of your time. Your representatives have been unable to help me in 5+ calls/chats like that. I just want to do a simple data export. Your representative and your poorly developed website and product work very hard to prevent that.  No one responds or handles escalations.

Kass_B - Product Champion
Content Creator

How to submit a complaint or speak to someone senior who can resolve problems

Hi rich1000,

 

I'm sorry to hear about your experience and truly apologise for any inconvenience caused. I understand your time is valuable and appreciate the time you have already spent, however if you are needing to speak to a supervisor, we would need to encourage you to reach out to the support team directly and request one as they have the tools to review your account and troubleshoot as needed which I am unable to do here in the Community. I have included some resources below that I hope you will find helpful.

 

 As outlined in more detail in this resource, QuickBooks Online is no longer supported in Internet Explorer however is supported in Google Chrome, Mozilla Firefox, Microsoft Edge, Safari 11 or higher and the desktop and mobile apps. We can absolutely still support exporting data in spreadsheet format from your QuickBooks Online subscription as well as payroll. This guide will take you through what can be exported and how, and this article will guide you on exporting payroll information. You can also check what 3rd party apps in the QuickBooks App store can provide you assistance with backups or exports (such as Transaction Pro or SaaSant). 

 

If you are looking for a conversion service from one software to another, QuickBooks Online does not offer one at this time. We are working on a new conversion process however this will not be online until we make sure that the conversion tool is up to expectations and ensure that the process is as accurate as possible. While we are unable to provide an ETA on when this will be live, this page will update with more detail once the tool is available. 

 

-Kass

 

shortdesertguy
Level 1

How to submit a complaint or speak to someone senior who can resolve problems

I too have the exact complaint about the not being able escalate a problem that appears to be a QuickBooks programming error!  I've spent hours chatting, speaking, and sharing my screen with experts who also conclude the error is within QuickBooks!  They too found the same issue on their own systems.

 

The formatting of Customer Statements was not finished - someone at QuickBooks dropped the ball!  There is no way for any user to fix it!   Numbers do not align.  It looks like a child did the programming!  Seriously!  I'm embarrassed to send my customers such unprofessional appearing documents from my law firm!  I've attached a sample...look at the right column.

 

The people I spoke with agreed - something is wrong with QuickBooks, period.  When I asked how to escalate the very clear programming error, I was told it's only possible to submit "Feedback".  What??? 

 

HELP!

Kass_B - Product Champion
Content Creator

How to submit a complaint or speak to someone senior who can resolve problems

Hi shortdesertguy,

 

I'm sorry to hear about your experience. When you contact our support team, a case is raised for the issue and any investigation and/or troubleshooting completed. If a product limitation, enhancement, or so on is identified this is logged and submitted for further investigation/escalation or consideration. All your sentiments are being noted as it's our aim to meet our customer's needs and to have the best experience possible when using QuickBooks.

 

That said, this issue can be escalated if this has not already been done so. We won't request your details on the Community for your privacy and the filter will remove them when trying to post - are you able to reach out to us in a private message on Facebook with your email address used for QBO and if possible, a case ID from one of your interactions with support? It would be a nine digit number starting with 5 and should be in the subject line of any emails sent to you regarding the case. If you don't have one we should still be able to locate your case however it will be helpful in order to get things moving.

 

Thanks!

 

-Kass

shortdesertguy
Level 1

How to submit a complaint or speak to someone senior who can resolve problems

Kass - thank you for responding.  I sent a message as you suggested with attachments of the Customer Statement and a chat transcript I saved from yesterday (waste of time).   I submitted to the "basic" Intuit QuickBooks group.

 

Intuit QuickBooks   (Facebook Group used)

I appreciate you stepping in!

 
 
Kass_B - Product Champion
Content Creator

How to submit a complaint or speak to someone senior who can resolve problems

Hi shortdesertguy,

 

Apologies, I thought I linked the page in my previous response! This is our specific Intuit QuickBooks AU page - either way though, if you happened to get through to a different region's support team they will route the enquiry to our AU channel. Looking forward to receiving that soon.

 

-Kass

shortdesertguy
Level 1

How to submit a complaint or speak to someone senior who can resolve problems

Kass - I did as you suggested.  I clearly stated the problem and attached an example  with a copy of a chat transcript.  The person obviously didn't take 30 seconds to digest anything I wrote (or even read it).  Astounding, frustrating, and I'm so disappointed.

 

This is what I received from QuickBooks:

 

"Thank you so much for your patience, Randy. I've looked into your concerns and found that at this moment the option to customize Customer Statements are not available. However, I have submitted this feature request to our development team to hopefully incorporate this in the future. If you have any questions, I'd be more than happy to answer. ^Saiful"

 

My response back:

 

"The statements need to be FIXED, not customized! How can Quickbooks even put out something so incomplete and unprofessional appearing? I'm embarrassed to send to my clients! They will think I don't care. But if you're just going to drop this into a suggestion box, I am very concerned that QuickBooks engineers care even less."

 

 

 

 

Kass_B - Product Champion
Content Creator

How to submit a complaint or speak to someone senior who can resolve problems

Hi shortdesertguy,

 

I am very sorry to hear that. I want to do everything I can to ensure this issue is escalated correctly. I have requested a colleague try to reach out via private message in the Community to see if you are able to pass on your email and case details this way without the filter impacting it, then they can pass this back to me. 

 

-Kass