How can we get support from Quickbooks? Customers, Suppliers, and now bank payments appearing multiple times

mikeysmith1992 · ‎June 15, 2023

One of my clients was using Quickbooks Desktop for many years, until they were persuaded to change to the Online version in 2020. The data appeared to migrate across satisfactorily, and whilst there was some functionality missing from the Online version compared to the Desktop they changed their working practices to accommodate this and after a few teething troubles all seemed to be well.

In June 2021 customers and suppliers started appearing in duplicate, and sometimes in triplicate in the search box, and unless you clicked the "correct" one then you would get a message about the customer or supplier being inactive. This obviously meant that it was taking up to three times longer to go into a customer record than it should do.

A lovely person called Danielle tried to help via the screen sharing thing on Quickbooks, and eventually decided the problem had to be escalated to Tier 2. This resulted in us being advised to move office, buy a new computer and try again.

I dutifully did this, believing that it would make fudge-all difference, and was proved right. I feel that there is a problem with our data files "in the cloud" as if it were a problem with the software or our devices or internet connections then more people would be having this problem. From multiple conversations with QB support it seems that we're the only ones.

Anyway, I reported this back to Quickbooks the same day, and I don't know how I upset them, but to use modern terminology, Danielle ghosted me.

I emailed again for an update three months later, and she was still sulking. Stoney silence.

I waited until after Christmas, and emailed Danielle on the address she gave me ([email address removed]) and received an auto reply saying that Quickbooks had no recollection of the case.

Undeterred, I tried again. This time, I spoke to the lovely Edelin and soon forgot about Danielle, just like she'd forgotten about my customer's Quickbooks problem and me.

Edelin sent an email asking if we had two-three customers in the customer list and told me to keep safe. I replied in the affirmative and she soon went the same way as Danielle.

We carried on paying Intuit their £54 per month whilst grumbling about how tricky it was to use the search facility when everything appeared three times, but when bank payments started appearing in triplicate too, I emailed Edelin to let her know. Much like Danielle, an email came back saying that they had no recollection of the case.

Yesterday I had a lovely chat with someone who had a name beginning with A I think. We went through the motions with the searching, just like I did with Danielle and Edelin before. I then showed A the bank problem and she helpfully suggested deleting the duplicate transactions, and sending feedback via the Quickbooks website. She would feed back too. Based on previous experiences I did not hold out hope.

Later yesterday I received an email from Quickbooks asking how they did. I tried to respond as positively as possible - I felt bad about telling the truth, because the person I spoke to was lovely and tried hard, but I really didn't hold out much hope of the problem being resolved.

The feedback survey had a new case number on it, so I emailed Quickbooks today asking for an update on the case. Surprisingly they can't find this case number either.

Apologies for the long-winded story. I'll get to the point now.

1. Has anyone else had an issue with duplicate customers, suppliers and transactions?

2. Does anyone know how we can fix this or should we look at another solution?

Thank you.

GeorgiaC · ‎June 15, 2023

Hi mikeysmith1992, thanks for joining the Community.

We're sorry to see that you've had such trouble getting to the bottom of this with our support team. Once a case has been closed by an agent, we're no longer able to receive email responses to this.

From checking this on our side, I can see that a previous investigation was raised for this issue (INV-59948 QBO (UK) - Search for names is returning duplicates in search results) and marked as resolved on the 27/01/21. Do the duplicated names appear only when using the search bar on the Customers and Suppliers pages, or do they also show on drop-downs when entering transactions?

If downloaded transactions from your bank are continuing to duplicate, please fully disconnect and reconnect this in QuickBooks. Before you disconnect, please review any remaining transactions in the For Review tab. If you don't review these before disconnecting, you run the risk of losing data that you need. Once you're ready, disconnect by selecting the pencil icon above the bank balance > edit account info > tick disconnect this account on save > save. You can then select Link account on the banking dashboard to reconnect.

mikeysmith1992 · ‎June 22, 2023

Thank you for your reply. We still haven't heard back following our last call to your "support" team.

To answer your question, the duplicate suppliers and customers do not appear when entering transactions, only when searching for a customer record.

We have left the bank disconnected from Quickbooks to see if this helps with the problem of triplicate bank transactions appearing.

MadelynC · ‎June 22, 2023

I appreciate the clarification and your effort, @mikeysmith1992. I’m here to ensure these issues about your customers, suppliers, and bank payments get settled as soon as possible.

If the issue persists after disconnecting and reconnecting your bank account, it would be best to contact our support team directly. Our phone and chat representatives can check these concerns thoroughly and perform further investigations about them if need be.

Before that, take a glimpse of our support hours so you’ll receive responses quickly. Then, you can follow the steps below to connect with us:

Sign in to your QuickBooks Online account.
Go to the Help (?) menu.
Select the Search tab, then click Contact Us.
Enter your brief concern in the field.
Tap Continue.
Click the Chat or Callback option.

Here are some resources to effectively manage your customer, suppliers, and bank transactions in the program:

If you have any other questions or concerns besides these threefold transactions. I'll be right here to lend you a hand. Take care always!

mikeysmith1992 · ‎June 22, 2023

The issue of customers and suppliers appearing multiple times in the search results still persists. It has been persisting for over two years. Case numbers are [removed], [Removed] and [Removed].

Your phone and chat representatives have been unable to help. They say they are escalating to Tier 2, whatever that means, and then deny all knowledge of the case existing. Their most recent suggestion was "Click the Feedback button"..

What other solutions are there?

Ethel_A · ‎June 22, 2023

Hello there, @mikeysmith1992.

I appreciate you contacting our Customer Care team to resolve the issue. I can see you already a case number which means your issue is managed by one of our experts.

For now I recommend contacting our Phone support team again to get an update of your case.

Here's how:

Log in to your QuickBooks Online company.
Click Help (?).
Search: Search the QuickBooks Online knowledge base directly, or select Contact Us and choose a way to connect with us:

Start a chat with a support expert.
Get a callback from the next available expert.

For additional resources about adding customers or vendors in QBO, you can check out these articles:

Don't hesitate to click the Reply button below if you need further assistance about managing vendors and customers in QuickBooks Online. I'm always here to help. Have a great day.

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How can we get support from Quickbooks? Customers, Suppliers, and now bank payments appearing multiple times