Complaint

Coops748 · ‎August 15, 2021

I've just spent the last two hours in a chat with one of your representatives.

Quick Books Self Employed has been categorising all my travel expenses as both allowable and disallowable impacting on my tax position.

The operator suggested I turn mileage tracking off and recategorise all travel expenses to make them allowable. Firstly that doesn't sound honest and secondly why do I need to do that when I'm paying for an accounts./tax package to do this correctly for me within `HMRC rules? Answer to the second is apparently that the package does not work.

I checked and the same has happened in all previous years I've used the package so I now believe all my tax calculations will be incorrect. And yes, I could have sent it all through an accountant, but I can do that anyway without QBSE.

When I challenged the operator on these points and requested a manager or supervisor contact me they sent em a link to a help page and ended the chat. File attached for your delight.

Very poor service and lacking honesty and integrity.

Where and to whom do I make a formal complaint?

John C · ‎August 16, 2021

Hi Coops748 We apologise for the experience that you've had so far and we'll be able to assist you here if you wish.

Your chat must've been inadvertently allocated to a team that doesn't deal with self employed accounts however they should\ve been able to transfer you to the correct team.

The self employed product automatically defaults to the simplified expenses/pence per mile method when accounting for car/van expenses. When you auto track your mileage or manually enter the trips in the mileage section the expenses will be allowable. If however you create the transactions manually/add them in from the bank and categorise them as car/van expenses they will be added as disallowable. If you don't use the simplified expenses method and account for all your expenses relating to your vehicle separately then you'll have to categorise the expenses as 'Travel expense' and the transactions will be allowable/populate in box 20.

What other type of expenses are also showing as disallowable?

We need to add that the category used and the way the tax profile is set up can mean a split in allowable/.disallowable as well if you have hours worked from home entered for example. It is difficult for us to pinpoint here without looking at the transactions themselves.

View solution in original post

IntuitLily · ‎August 15, 2021

I appreciate you bringing this to our attention, Coops748.

Working with taxes in an honest and integral way is indeed important. I am a customer myself, and having incorrect tax calculations can be tough to deal with. I'll personally share your feedback regarding this one.

To make a formal complaint, you'll want to send a separate email. I'll be routing you again to our Customer Support Team to guide you with this process.

I'll be on the lookout for your response as I want to make sure this is taken care of. Keep safe and have a good one.

Coops748 · ‎August 16, 2021

Thanks IntuitLilly

I won't be going back to your support chat to try to get an email address to make a complaint.

During the first support chat yesterday I was told that QB self employed was not supported. In the second when I said I would want to contact a manager or supervisor the chat was terminated by the operative. There is no clear route for complaints or challenge.

Food for thought. I have just checked this and previous year's tax calculations and in each year allowable expenses in categories such as the business expense and travel expense are also all categorised by the application as disallowable. So, not just travel expenses it would appear that many if not all categories of expenses are categorised as both allowable and disallowable for tax calculations.

That cannot be correct.

Feel free to come back to me with details of an actual person to have conversation with. Otherwise I will be sharing this experience to prevent others working under the illusion that the QBSE application was actually helpful.

John C · ‎August 16, 2021

Hi Coops748 We apologise for the experience that you've had so far and we'll be able to assist you here if you wish.

Your chat must've been inadvertently allocated to a team that doesn't deal with self employed accounts however they should\ve been able to transfer you to the correct team.

The self employed product automatically defaults to the simplified expenses/pence per mile method when accounting for car/van expenses. When you auto track your mileage or manually enter the trips in the mileage section the expenses will be allowable. If however you create the transactions manually/add them in from the bank and categorise them as car/van expenses they will be added as disallowable. If you don't use the simplified expenses method and account for all your expenses relating to your vehicle separately then you'll have to categorise the expenses as 'Travel expense' and the transactions will be allowable/populate in box 20.

What other type of expenses are also showing as disallowable?

We need to add that the category used and the way the tax profile is set up can mean a split in allowable/.disallowable as well if you have hours worked from home entered for example. It is difficult for us to pinpoint here without looking at the transactions themselves.

Coops748 · ‎August 16, 2021

If your chat representative was not able to deal with a QBSE issue they should have said so. See again the chat record attached.

The expenses have been categorised as travel expenses and show both as allowable and disallowable.

Expenses categorised as other business expenses are also showing as allowable and disallowable.

I have looked back and this is the same for all years I have used QBSE.

This just can't be right, and contradicts what you're telling me about categorising as Travel expenses.

John C · ‎August 16, 2021

Hi Coops748 Are you able to send us a DM on Twitter or a PM on Facebook and enclose the email address associated with your QuickBooks account so we can look into this further for you? If you are we'd be grateful if you can also briefly outline the issue and include your Community name.

Coops748 · ‎August 16, 2021

John

The messages you're sending are coming to my email address by way of notification, so QB has the email address associated with the QBSE account.

I can send a DM in twitter. But I have already more than outlined the issue here and in the attached transcript of the chat with your advisor yesterday.

Seems like you want me to keep repeating what I've already shared with you, just in another place.

Why not just send me an email address to communicate through?

John C · ‎August 16, 2021

Hi Coops748 We as agents are unable to see the email address that is associated with you/your community account name and therefore the reason we've asked you to DM/PM us. We can submit a request to our support team to find out the email address that is associated with your community user name, if you wish? Please bear in mind there may be a delay in receiving that info and it's usually quicker for you to DM/PM us. If you are able to DM us and provide us with your community name we can locate this thread and there will be no need for you to go into great detail regarding the issue within the DM.

Coops748 · ‎August 16, 2021

DM sent in Twitter to Inuit QuickBooks UK with community user name and my email address.

John C · ‎August 16, 2021

Hi Coops748 Thanks, we'll reply and investigate accordingly.

gordon17 · ‎September 21, 2021

I was mis-sold this online package, they told me it works with my stock, but it can't work with a barcode scanner. This is 2021, all stock is barcode. when you call, they either hang up, or don't believe you. The entering bill does not correspond with estimates, or invoice detail. Absolute rubbish. My old desktop version was great, but this wants thrown away

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