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jason105
Level 1

How do you make a formal complaint to QB?

 
7 REPLIES 7
GeorgiaC
QuickBooks Team

How do you make a formal complaint to QB?

Hi jason105, 

 

Thanks for joining us here on the Community. 

 

Please call our support team on 0808 234 5337 and they'll be able to take you through the process of raising your formal complaint. 🙂

Loni3
Level 1

How do you make a formal complaint to QB?

So what's the answer? I cannot get anywhere with Chat. Was promised  a refund as my annual subscription was double billed. Haven't received it within the 5 - 7 business days it was promised. Now they say within another 7 - 10 business days I should have it. Should I fill a complaint with the BBB to get my $700 refund?

SarahannC
Moderator

How do you make a formal complaint to QB?

Hello there, Loni3. I want to help you get your refund.

 

It would be best to contact our support team to check your bill. Once our specialist validates it, you can request a refund. They are the ones who can help you process and get through with it. Here's how:

 

  1.  Within your QBO account, go to Help at the upper-right corner. 
  2. Then, click Contact us. You'll be asked to enter a brief description of your concern.
  3. Then, click Let's talk and select Chat with us , Have us call you, or Call us.

 

You may want to check this article for additional information about managing subscriptions in QuickBooks: Manage billing, payment, and subscription info in QuickBooks Online

 

Please let me know if you have other questions. We're all right here to assist you more.

Laurent Pinci
Level 1

How do you make a formal complaint to QB?

It's been two months I'm trying to get an issue resolved and I've been trying to escalate this to a supervisor. I get the same answer all the time. Someone will call you back...And I never get called back.

What are we supposed to do in this scenario? two months!!! Come on. This is ridiculous

LauraAB
QuickBooks Team

How do you make a formal complaint to QB?

Hello Laurent,

 

I appreciate that you've taken the time to share this concern with us here in the QuickBooks Community. Our goal here at QuickBooks is to resolve issues in a timely fashion and to follow up with you, especially when it comes to supervisor requests. I see you posted these concerns in the UK Community forum, but my colleagues have found that you may be using QuickBooks Online Canada, so I've been brought into the mix to make sure you get the guidance you need on this.

 

Two months is certainly a long time to spend on this issue. I see on another thread that you mentioned having an error with the reconciliation feature and it sounds like it's been escalated to our engineering team. While that team works as quickly as possible to resolve a problem, it may take more time than anticipated depending on the complexity of the issue.

 

That being said, I still want to make sure that you receive the supervisor callback that you're expecting from our team. So that we can look into the details of what happened and get you the callback you're looking for, please use one of the following options to reach out. The QuickBooks Community forum is a public platform, so we'll want to exchange account details in a more secure fashion. Here's how you can reach the Canadian team.

 

Schedule a Callback or start a Chat: click (?)Help in the upper right in QuickBooks Online > type and enter "Contact support" into the QB Assistant > click Contact Us > explain your situation > click Let's Talk > choose Get a callback or Start a Chat.

Social MediaFacebookTwitter, and Instagram.
Support hours are from Monday to Friday between 9 a.m. and 8 p.m. ET.

 

Please don't hesitate to reach out again. When you do, we can also review the case notes and ensure that your comments are passed on for coaching among our team.

 

All the best to you.

Laurent Pinci
Level 1

How do you make a formal complaint to QB?

I've done that a numbers of time already. It has not helped. I found this unbelievable that management is willing to support the customers. If a customer representative is unable to help. What next, right?


LauraAB
QuickBooks Team

How do you make a formal complaint to QB?

I hear you on this. If you'd like, you're welcome to reach out to social media team using one of the options I listed. That'll connect you with me and my team, and we can look into this further for you. Feel free to reference this thread, and please also share your business name, the email on file, and any case numbers that you have to get us started. We're here to do what we can to help.

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