This Posted on Trustpilot tonight.
Got to be the worst company in the world to deal with when you complain.
Have used them for years, and have a support package for a monthly subscription on Desktop Pro with Payroll.
Today I reconciled my bank statements and found that for four months they have been charging me twice every month, for the same package. I call them and get all sorts of rubbish relating to "the bank being at fault", when I know that Intuit have duplicated my subscription, ie running two subscriptions for one sole trader for the same package. Would I really want that I tell them? They ignore that statement time and again, they keep listening to me explaining their error, but then keep on repeating and insisting that I go to my bank, iaw the direct debit protection rules. I keep explaining that the bank have received two separate mandates from Intuit, and so intuit are in error. They refuse to do anything and when I get more and more exasperated with them they very stupidly ask me to organise a conference call with them and my bank to resolve the issue since they can do no more. I dont have time to do all of that I tell them, and in fact I know already that Intuit have messed this up, not my bank, but no matter how many times I explain this, and the fact that I want my money back, and even with speaking to a supervisor, I'm still being told the same thing. I told them time and again that they have an obligation to refund me, but they refuse to accept their fault, and will not refund me, but will action sending me the direct debit rules via email to read. Yea really useful that, thankyou very much. This all relates to a care package for my daughter where I employ carers to assist her, funded by the government, where documents and spend are audited every quarter, but I'm not to get my money back that they have taken in error!!!
I eventually through exasperation, with not just one operator but three, with one claiming to be a supervisor, give up and tell them I will be stopping all subscriptions, and also get my bank to claw back my money, and that I will never use them again.
I deal with the cancelation of the TWO MANDATES immediately, via my online banking, and yes there are two different mandate numbers recorded which clearly proves that two mandate requests were sent by Intuit. Once I have the time to speak to my bank, who confirm Intuit have sent two separate mandates, and under the rules of direct debits should have dealt with this, and refunded the duplicated payments, as they are I error, the bank then elects to do Intuits work for them, by reversing four monthly duplicated payments amounting to in excess of £280, and the money is in my account instantly.
Well done Santander at least you have decent customer service, unlike Intuit!! So the moral of the story is we have a company called Intuit who use the name of Quick Books in there heavy advertising, who provide accounting packages to probably millions of people, but sadly are unable to identify and correct an accounting error of there own doing, with a very simple subscription, resulting in a very extended phone call using my valuable time, which ended in them just totally exasperating me beyond belief, with even my bank wondering how they could be so bad at customer care, or even not understand there obligations to correct such an error, and immediately refund the sums of money involved. Well Intuit I did say that social media was a wonderful thing, and this is just the start.
Chris Lord
Intuit Ex Customer Number [removed]
