Intuit not changing primary contact.

JakeP2 · ‎January 19, 2022

First some brief history.... Over a year ago I purchased/upgraded to Enterprise. The sales rep at some point said I had another person on my account. This was startling as I am the sole contact for our business and the sole purchaser of all Intuit products going back to 2008. I explained I did not know this person and they should be removed. The rep gave assurance it would be so. My software worked and I essentially thought no more of it.

Recently, I decided to clean up my logins to Intuit as over the years I had mistakenly created several. My first service rep began to help with this process only to reveal none of them were attached to my Enterprise product. They then told me I was not the primary contact and the primary contact was someone I had never heard of.

Long story short, I have spoken to numerous reps and followed the necessary submissions for claiming my product as primary contact. The case was approved over 14 days ago and I still am not primary contact on my product. I have had three reps say they would "escalate" this issue and someone would contact me. This has never happened (the return contact). One rep told me that Intuit "never contacts anyone back". Another rep told me to just open another subscription... even though this possible fraudulent contact still has control of my other product/account. Not one has put me in touch with a higher authority or different department.

I am at wits end with Intuit. I can only conclude that this is either one of two things: 1) Intuit made a terrible mistake and allowed/placed someone else on my product, or 2) This is fraud. Either way, Intuit is failing in its responsibility to the actual owner of the business and actual purchaser. They should be scrambling to make this major security issue right.

Has anyone else experienced this, or even know how to penetrate the abysmally horrible customer service at Intuit?

PS - The address of the primary contact is in my area... a residence that county records reports a 90 year old disabled man is living.

RenjolynC · ‎January 19, 2022

Thanks for taking the time to post in the Community, JakeP2.

I understand where you're coming from, and this isn't what we want you to experience when trying to get help from our support. We've checked on the status of your case and can confirm that it's in progress. Someone from our team will reach out to you soon.

If you need help with other task or features in your account, please feel free to visit our general help topics page. This is where you can search for any related help articles, Community discussions, video tutorials, and more.

You're also welcome to leave a reply here and we'll be glad to give out the solutions. I hope you have a good day ahead.

JakeP2 · ‎January 20, 2022

I wish I shared your faith. I checked my account again today and it still is not updated. I have STILL not received any contact from an Intuit rep. I have ONE day until my subscription lapses and I can no longer use QB to access my company's financial data. This is near criminal.

Archie_B · ‎January 20, 2022

Thank you so much for responding, JakeP2.

This isn't the way we want you feel. Let me help and make sure you're able to reach our support team.

We can use this link to reach them outside QuickBooks. Then, follow the steps below:

Choose QuickBooks Desktop as the product, then Continue.
Select your QuickBooks Desktop edition, then enter a brief keyword for your concern.
Select Continue.
Choose a way to connect:

Chat - start a chat with a real-time support.
Callback - get a priority callback.

I've also added this article for more details about the support hours: Contact QuickBooks Desktop support.

Let us know how it goes or if you still have follow up questions. I'll be here to help/. Have a wonderful day!

Fiat Lux - ASIA · ‎January 20, 2022

@JakeP2

You are using QBD Enterprise 2021, correct? How did you get the license? Who installed it for the first time on your machine?

Topics

Training

Community

Resources

Intuit not changing primary contact.