How do I actually get some help from Intuit/QBO?

Hi @SusanJM,

Whether you need a callback from a support representative, or to connect with our chat support, both are accomplished within QuickBooks Online (QBO).

Since you're having issues with getting to our Technical Support team, I suggest you open a different browser that's available for you, and proceed from there. I also suggest you view this article: QuickBooks Online Support. It contains their hours of operation, so you know when they're available. 

Tag me in a post below if you have other concerns with your QBO account, and I'll get back to you as soon as I can. 

Ryan,

Well, gee thanks. 

Yes, I have tried a different browser. Didn't  change the problem. I did the Incognito '"trick" to no avail. No I don't have yet another computer sitting around that I can pop onto to give a try to see if it will work that way. I have done all the tricks and jumped through the hoops that Intuit suggests and have not solved anything.

I am fully aware of the hours of operation, etc.

What I would like it a customer service rep who can help to solve the problems. I have been able to make the attempt twice through my QBOA account (yes, I know that's how we are supposed to initiate support requests) and spent precious and finally fruitless hours on chats trying to get resolution on what seems to me to be a simple problem. 

I need to spend my time working, not wasting hours while a chat rep fumbles around and finally is unable to solve the problem. This is NOT a complaint about the reps I have dealt with. They do seem like they really want to help solve the problem, but in the end they are unable to do so, or I am sent links that I can use to "learn more". I don't want another link that tells me what to try. I want a customer service department that will work with me to resolve the issues.

First Problem:

How hard can it be to fix a name problem? My QBOA account was indeed in my own name until I tried to use ProConnect (via QBO) with my tax accountant. Now HIS name is showing up as the owner of all my accounts! I am sure you can look at the account activity and see that it has been in my name. I can probably give you an exact date of when it magically started showing the new name. And, the insult that was added to this is that ProConnect failed to send the electronic return (which I then deleted) so I tried to run it again to create a paper return for my client and was told I had to cough up another $99 because I had used the one I purchased. I call BS! and that one is begin disputed via my credit card company.

Second Problem:

I worked with another accountant who handed off a client to me. We did have a live person who helped with that hand off. It was a wholesale account client being transferred to me and should have retained the wholesale pricing. I saw that the billing was going to convert to full price at the time and questioned the rep right then and she assured me that it would reflect correctly as wholesale billing in my account. NOT SO! I am getting charged the retail amount for this client. How hard can it be to have someone correct the billing on my account and either refund me or credit me for the amount over charged?

Thanks for the "help".

Any suggestions that involve a real solution are welcome. Don't send me to a link to review the support hours or learn more. Tell me that you can address and fix the problems and then do so.

Am I frustrated? Yes. Am I ready to ditch QB/Intuit and find another solution? Yes! Do I like the QBO platform when it works as it should? Yes!! 

So, let's find a way to make this work.

Cheers!

Hi there, SusanJM.

I appreciate you for coming back to provide detailed information about what you've already done. This isn't the kind of impression that I'd like you to have, and we know how much time it can take when something isn’t working the way you need it. This is why we make great efforts to deliver customer satisfaction and fix an issue as soon as possible.

It might be the one who purchased or register your QuickBooks products was the accountant. That's the reason why the accountant's name is showing up as the owner of all your accounts. To sort this, it needs to change the primary principal owner of the account. Since Community is a public forum, I won't be able to check it without asking for sensitive information. For security purposes, this must be handled by our QuickBooks Phone Support Team. I suggest contacting them again because they have the important tools to pull up your account and they can also verify to check the correct billing on your account and either to explain the refund process.

You can check this article to see different information about how Wholesale Billing works in QuickBooks: Wholesale billing resources for QuickBooks Online Accountant.

Please also refer to this article to see various details on how you can request a refund for a QuickBooks product you purchased: Request a refund for your QuickBooks product.

Let me know if you have other concerns about managing your QuickBooks account. I'm just around to help. Take care always.

Hello Christie,

I am the one who purchased and registered my account. There is no logical reason for that to have changed along the way. 

As I mentioned in my previous posts, I have dealt with support twice now for more than an hour each time and the problem of the mysterious name change is still unsolved. So the "important tools" that might be available to the customer service reps seemed not to have been available during the times I spent with them trying to get the name issue fixed.

As for the wholesale billing issue. I did follow the link that you provided and the client is listed as ineligible to transfer. Under "Client Eligible to Add" it says "No(permission needed)". I followed the "Find Out More" link and it tells me how to see my billing charges ( I already know how to do that), review my clients (ditto), change a client's subscription (not needed), or remove them from my billing plan. It does not address the fact that the client in question is supposed to be a Wholesale client and is not. The customer service reps we spoke to (myself and the accountant who was transferring the client to me) assured us that the client would come across as a Wholesale client as she had always been. That is not the case and it needs to be corrected.

Any better suggestions?

s

Allow me to share some information about this, @SusanJM.

If I were in the same shoe, I would feel the same. You'll want to try signing in to your Intuit Account and update the contact details. If you don't have an Intuit Account, create one. To protect your account data, we need some documents to verify and assign a new primary contact to your account.

Please refer to this article for the list of documents you need to prepare depending on the type of business you have: Request to be the primary admin or contact.

About the wholesale billing issue, as much as I would love to assist you. We're unable to view your account and process it here in the Community space. You'll have to contact our Customer Care Support again so they can assist you further with the charges.

To reach out:

1. Go to Help at the top.
2. From the Assistant tab, scroll down and tap Get help from a human.
3. Choose either Chat or Callback.

I'll be on the lookout if you still have follow-up questions or concerns about your account. Just drop in the comment section below and I'll be happy to answer them for you. Take care and have a lovely day ahead.

Thank you Sheila, 

So, here's the deal......

I did not request a change from my name to my tax accountant's name as Primary account holder in the first place, so why would I have to jump through more time consuming processes to have whatever the glitch is behind the scenes that perpetuated this problem? 

I do have an Intuit account where I can now see both my name and the other accountant's name under subscriptions and billing. If I click on Manage my account on either name it takes me to another page with my name and all my correct account information. 

The problem is that when I launch QBOA and it take me to the screen where it says "Select the Company you want to open" it shows the other accountant's name, not mine as it has always been in the past. 

So, the intuit information is all correct. I should not have to request a Change to primary since the only name I see in my intuit account is indeed my own. I AM the primary on this account. Why should I have to provide documentation when you already have the correct info in the system. I simply want my name to appear on my sign in screen as it has in the past.

I made numerous attempts yesterday (meaning more than five at least) to contact via Chat. I when I tried to do so through chat I got a blank white screen and no chat. When I tried to request a call back it rolled me to a screen that says, "Something didn't work. Try again or come back later." It says this EVERY TIME I try to request a call back. I have never been able to actually request a call back going through Help in my QBOA account.

Problem still not solved.

s

Hello @SusanJM,

I've read all the steps you've performed to fix the issue, as well as what you did to contact support. I also understand that the changes to the name happen only when you launch QBOA.

If only I have the necessary tools, I would be able to help you check the account. However, Community is a public forum and the additional steps can't be done in this space.

To secure your information, reviewing the account details is done by our support team. Since you're having difficulties getting in touch with them, please consider checking the system requirements and ensure your device meets the recommended specs.

Since you don't have another computer, I suggest logging in to your account using the mobile web browser. From there, attempt to contact support and check if you can reach out to them successfully.

Additionally, I recommend visiting the following article to learn more about you can access a client's accounting data in QuickBooks: Open and review clients' QuickBooks Online or Self-Employed accounts.

Let us know if you have any other concerns regarding your QBOA account. We're here to help.

How about if someone on the Quickbooks end actually tries to solve the problem instead of telling me you can't because you don't have the necessary tools? Well, then refer the issue to someone who does have the tools! 

Part of good customer service is actually resolving the issue, not providing excuses or more time wasting ways that I should be attempting in order to get the name change done. It is obviously an error on your part and up to Quickbooks to actually provide the fantastic support they tout. 

How about it, Quickbooks? Want to solve the problem or not? 

Cheers!