Horrible Customer Service

Consider switching to a 3rd party merchant service.

We don't want you to have this type of experience, @Kate J.

To help you check the current status of your concern, I suggest reaching out to our Customer Support team. They can get into your account in a secure environment and provide you with the latest update of your case. 

Here's how to reach them:

1. Go to the Help icon to connect to a live support agent.
2. Click on the Contact Us button and provide some details about this concern.
3. Provide us some information about your concern in the What can we help you with? box and click on Continue.
4. You'll now be provided options on how to connect to our Customer Support.

See this article for more information about the different types of support we offer and their availability: Contact Payments or Point of Sale Support.

For more information about updating the payments account you use when processing credit card and ACH payments: Change the deposit bank account for QuickBooks Payments.

Refer to the following article for more information about some of the tasks you can do in Merchant Service Center: Access and manage your QuickBooks Payments account.

Let me know if you need further questions with your payments account. I'm always here to answer them for you. Keep safe and have a wonderful day!

Unfortunately, your instructions are not helpful in this situation.  These charges are all made directly through online Quickbooks Payments via Intuit.com, not via QBO so there is not a "help" button to push that gives us the option of an online chat with customer service.  And since I've already tried talking to customer service at least 4 - 5 times I'm not sure what good talking to them again and finding out no one has done anything to help will do!  This is why we left Intuit's payroll programs because the customer service was so bad!  Why isn't there a direct phone number I can call to Merchant Services to get this taken care of?!?  Your company has had the information they need since last Wednesday, it should not take a week to do a simple update of two bank accounts!

And, I'm not an idiot, I've already tried to change the accounts myself multiple times but because there are two accounts involved instead of one the system will not let me change them.  I was told by Customer Service that Intuit's back office would need to do it as there are two bank accounts involved, one for the credit card charges and one for the credit card fees.  If you'd read my initial question you would have seen that and not recommended articles to read that don't help in this situation at all!

I hear your sentiments, @Kate J.
 

I understand how important it is to seamlessly run your business.

Please know this isn't what I want you to experience with QuickBooks. I'll make sure you get the best help available so this gets taken care of right away.

I highly recommend contacting our Merchant serivce team. There, one of our live agents can look into your account and assist you in changing your client's bank account details.

When everything is all set, you might want to check out these articles. These can guide you in flawlessly managing your accounts and QuickBooks Payments:
 

• Reconcile an account in QuickBooks Online
• Access and manage your QuickBooks Payments account

I'll be around if you have any additional concerns with your payment account. Please don't hesitate to leave a reply. I'm always here to back you up. Keep safe!

Just when I thought the customer service couldn't get any worse my client and I spent over an hour on two chats only to be given the same link you gave me to "chat" with someone.  When my client explained to the rep that this was the exact link we'd used to contact him he told her it wasn't and when she said I just clicked the link and it took me to the same page he ended the chat with her!!!  Why is it so hard to get a simple bank account changed.  And the articles you keep referencing are of no help to my situation!  We balance our account just fine every month and we know how to manage our QB account!  We have updated our bank accounts in the past with no problem but because we have to have two bank accounts that need updating; one for charges and one for fees, we were told we needed Intuit to do it for us.  When we contacted them today we were told my client needed to chat with them.  She has very limited time between clients and court dates so logged in to chat and now has wasted her valuable time too!  When will this nightmare end!  She asked to speak to a supervisor and it was soon after that that the rep ended the chat.

Hello, Kate. 

This isn't what we want you to experience when reaching out to us for help. I understand how important time is for you and your client. Personally, time is something of a precious commodity during workdays. 

So, we'd like to take another shot at turning this unpleasant experience around by extending a helping hand regarding the issue. 

One of the team members will be reaching out to you regarding the bank account change request for your client's Merchant Services account. 

I'll hear you out if you have any other concerns regarding your client's data or account. 

I agree.  I am going on day 12 after providing information to change simple cell number to get their automated calls.  Our main number is answer by auto attendant.  Haven't they figured out a way to use an extension yet?

This isn't the type of customer service I want you to have, @NBT. 

I'm sure you would rather be doing other things than going through multiple contacts, and I'm taking note of the feedback regarding your experience.

Nonetheless, if you want to reach out to our Customer Support Team, you may send a message via chat, call us at a time convenient to you, or we’ll get in touch with you instead.

For detailed steps, please see this article: Contact Payments or Point of Sale Support.

Meanwhile, I'll be adding this great Community resource in case you've got other QuickBooks concerns such as setting up payments, managing your income and expenses, running reports, etc. Please refer to this article for more details: Community help articles.

Get back here in the Community if you have more questions about contacting our support team. I'll be around to lend a helping hand. Take care and stay safe.