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mnslogistics
Level 1

support complaint (risk mgmt)

I need to make a formal complaint regarding the risk mgmt team member I spoke to on May 1st, 2020 at aprox. 6:45PM EST; rather than write an essay regarding this situation and not knowing if calls are monitored since you all are working from home due to COVID-19; I would really appreciate a risk manager getting back to me as soon as possible to further discuss this complaint and situation. Thank you!

Solved
Best answer May 01, 2020

Best Answers
Nick_M
QuickBooks Team

support complaint (risk mgmt)

Hello, mnslogistics. 

 

Thank you for coming to the QuickBooks Community for help. Im sending you a private message now so we can chat a little further on the topic and see what we can do. I look forward to chatting with you there. 

 

Thank you for your patience and have a nice evening. 

View solution in original post

8 Comments
Nick_M
QuickBooks Team

support complaint (risk mgmt)

Hello, mnslogistics. 

 

Thank you for coming to the QuickBooks Community for help. Im sending you a private message now so we can chat a little further on the topic and see what we can do. I look forward to chatting with you there. 

 

Thank you for your patience and have a nice evening. 

View solution in original post

TriciaRose
Level 1

support complaint (risk mgmt)

Hello!  I actually need to contact someone to make a formal complaint, as well.  The representative I spoke with today in the Risk Department (Stacy) was rude and arrogant.  I am extremely disappointed with how I was treated.  Thanks.

jamespaul
QuickBooks Team

support complaint (risk mgmt)

Hello, TriciaRose. 

 

This isn't the experience we want to give. I'll also get disappointed if someone was rude to me. I'm here to turn the tables around and help you contact an agent for a formal complaint. 

 

If you still need help, I'd be more than willing to help you out. Can you provide more details about the issue? This would help me come up with a resolution to your problem. 

 

However, if you still want to proceed with the complaint regarding Stacy's assistance, you'll want to contact our support. Our agents will be able to read the logs and create a feedback request. They'll also assist you if you need to continue resolving issues with your QuickBooks Online account. 

 

Here's how to contact them:

 

  1. Click the Help icon, then hit the Contact Us button.
  2. Enter something like "Complaint regarding my interaction with a representative.."
  3. Proceed with Continue
  4. Choose how you want to reach us. 

Our articles can also help you out with other processes and tasks. Feel free to visit them in our general support page

 

I'm also taking notes of your experience and improve our services in the future. If you have other concerns with QuickBooks Online, I'm all ears. Just post your reply here and I'll get back to you.

moniquelee
Level 1

support complaint (risk mgmt)

I have been trying to get a hold of risk management for over 4hrs today.  I HAVE BEEN ON HOLD FOR OVER 4HRS!!! Can someone from risk management PLEASE contact me.  This is urgent AND I made a request from risk management on Dec 31, 2020 and it still hasn't been resolved.

MarsStephanieL
QuickBooks Team

support complaint (risk mgmt)

Hi, @moniquelee.

 

We don't want you to feel this way. Community is a public forum and we're not able to pull up your account.

 

Reaching back to our Risk Management Team will help you get to the bottom of this. You can use the information provided by my colleague above to get the support details.

 

You can also refer to this link: Resolve a non-sufficient funds (NSF) hold on your payroll service.

 

We want to make sure this is taken care of for you. If you have any other concerns, you can always comment below. We're here to help you further. Have a good one.

moniquelee
Level 1

support complaint (risk mgmt)

As much as I appreciate your response, please understand that I have been trying to get a hold of risk management for over two weeks now. The problem is how hard it is to get the help you need to continue operating your business. It would be nice to have a direct phone number to risk management than have to Mickey Mouse around other agents who have to then get a hold of risk management via chat and sit on hold for over 4 hours just so your issue cannot be resolved still. Beyond frustrating!

BMT1
Level 1

support complaint (risk mgmt)

I too had a very similar issue in February 2021 and the Risk Management Case worked closed my merchant services account on March 1, 2021 with no explanation. Usually you would get an email with an explanation letter of what is needed with a case number or why the account and case is being closed.  I have yet to receive any of that. I would definitely like to speak with someone at a management or higher level regarding the incident.  The person that handled the case was very rude and nasty.  It bothered me so bad that I called back in to file a complaint and it was noted by someone else I spoke with when I called back in later.  All of a sudden, My merchant account was cancelled without warning, and they could not tell me why.  There was NO documentation in the case or my file as to why.  The only person that could make the decision but the risk person that had my case.  I feel this is in retaliation for my original complaint that was documented in my other case I had opened for a processing question to merchant services. 

Fiat Lux - ASIA
Level 15

support complaint (risk mgmt)

@BMT1 

Despite your current issue with Merchant Service Support team, you may have other options to accept payments and integrate it with your QBO. 

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