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jerryu
Level 2

How do you actually get help from intuit/qbo? We have unexpected charges on a *personal/unlinked bank account* that say INTUIT PYMT SOLN ACCT FEE.

 
Solved
Best answer April 27, 2020

Best Answers
MirriamM
Moderator

How do you actually get help from intuit/qbo? We have unexpected charges on a *personal/unlinked bank account* that say INTUIT PYMT SOLN ACCT FEE.

Hello, jerry-umlauf.

 

I appreciate your efforts reaching out to our support, and I'm taking note of the feedback regarding your experience. 

 

Right now, we’re receiving high request for call/chat volume due to Covid-19, so hold times may be increased.

 

I'd love to get this sorted out for you, since this is a public forum, I'm unable to pull up your account in a secure environment and recommend reaching out to our Customer Care Team once more for assistance in verifying the charge.

 

Here's how to reach them:

  1. Go to the Help icon on the top right.
  2. Hit Contact Us button at the bottom.
  3. Enter a short description about your concern.
  4. Click on Let's talk.
  5. Choose the method on how you'd be connected to support.

Moreover, I don’t want to leave you empty-handed, you'll want to visit our Community Help Articles hub in case you need some related articles in managing your account.

 

As always, you can get back to me if you have any additional questions. I'm here for you. Have a great day!

View solution in original post

21 Comments 21
jerryu
Level 2

How do you actually get help from intuit/qbo? We have unexpected charges on a *personal/unlinked bank account* that say INTUIT PYMT SOLN ACCT FEE.

i've tried clicking on the chat in the help menu and have timed-out countless times waiting, despite it saying that i'll be helped in 5 minutes.

 

today, i put in a request for a call this morning. i'm still waiting on a call back.

 

how can you actually reach someone, or get assistance?

 

Tori B
QuickBooks Team

How do you actually get help from intuit/qbo? We have unexpected charges on a *personal/unlinked bank account* that say INTUIT PYMT SOLN ACCT FEE.

Hey there, @jerryu.

 

I appreciate you taking the time to reach out to us here in the Community.

 

Our wait time to speak with a representative is longer than normal. We do apologize for this. You can always reach out here in the Community anytime you have questions or concerns. We're here to help.

The charge that you see is related to merchant services. You can see the charge and who it's for inside the product. Follow the steps below on how to do this.

 

1. Click the Gear Icon and choose Account Settings.

2. Click on the Payments tab.
3. Go to Merchant services and run a deposit report to see who paid in the deposit.

 

In addition, you can see https://help.quickbooks.intuit.com/en_US/contact reach the qbo chat.

 

Please do let me know if you need further assistance. Take care!

jerryu
Level 2

How do you actually get help from intuit/qbo? We have unexpected charges on a *personal/unlinked bank account* that say INTUIT PYMT SOLN ACCT FEE.


@Tori B wrote:

Our wait time to speak with a representative is longer than normal.

it's been days ... and still no call back. i've tried chat. i've tried calling. is there an email? i'm not sure what to do next ...

 


@Tori B wrote:

1. Click the Gear Icon and choose Account Settings.

2. Click on the Payments tab.
3. Go to Merchant services and run a deposit report to see who paid in the deposit.

my payments tab ins completely blank/empty. i only have the learn more button with the description; we don't use merchat services. i'm not sure where merchant services is - we don't take payments in quickbooks.

 

i will note again: the charges in question are not in any account associated with quickbooks online. they are not in the business accounts that we manage with qbo.

 

the charges from intuit are in a separate/personal account that is not associated with our qbo. it is in a bank account associated with a different login than the user that is associated with the accounts that are hooked up with qbo.

 

the charges are in my wife's personal bank account; they are not in quickbooks; that bank account isn't used to pay for qbo or any intuit service. [qbo monthly charges are paid out of the business account that is in qbo; this isn't a problem]

 

so:

we have two $20.00 charges (one month apart) labeled as INTUIT PYMT SOLN ACCT FEE in my wife's personal, unrelated, not-in-quickbooks-online account that is not used to pay our monthly quickbooks-online-fee.

 

what should i do to get an answer on where these charges are coming from?

 

MaryAnn_E
QuickBooks Team

How do you actually get help from intuit/qbo? We have unexpected charges on a *personal/unlinked bank account* that say INTUIT PYMT SOLN ACCT FEE.

Hello @ jerry-umlauf.

 

You may consider contacting the QuickBooks Online Phone Support Team since this is an open forum here, we can’t pull up an account with the personal information.

 

An agent of this team can pull up your account in a secure environment and go over specific billing questions.

 

Due to COVID-19, we have limited staffing and reduced our support hours to 6AM-6PM PT Monday-Friday.Please check out our support hours and contact us at a time convenient to you.

 

I'll be around for any additional questions you have. Thanks.

jerryu
Level 2

How do you actually get help from intuit/qbo? We have unexpected charges on a *personal/unlinked bank account* that say INTUIT PYMT SOLN ACCT FEE.

yes, i have tried calling ... or at least i put myself in the queue but i never get called back.

 

MirriamM
Moderator

How do you actually get help from intuit/qbo? We have unexpected charges on a *personal/unlinked bank account* that say INTUIT PYMT SOLN ACCT FEE.

Hello, jerry-umlauf.

 

I appreciate your efforts reaching out to our support, and I'm taking note of the feedback regarding your experience. 

 

Right now, we’re receiving high request for call/chat volume due to Covid-19, so hold times may be increased.

 

I'd love to get this sorted out for you, since this is a public forum, I'm unable to pull up your account in a secure environment and recommend reaching out to our Customer Care Team once more for assistance in verifying the charge.

 

Here's how to reach them:

  1. Go to the Help icon on the top right.
  2. Hit Contact Us button at the bottom.
  3. Enter a short description about your concern.
  4. Click on Let's talk.
  5. Choose the method on how you'd be connected to support.

Moreover, I don’t want to leave you empty-handed, you'll want to visit our Community Help Articles hub in case you need some related articles in managing your account.

 

As always, you can get back to me if you have any additional questions. I'm here for you. Have a great day!

View solution in original post

jerryu
Level 2

How do you actually get help from intuit/qbo? We have unexpected charges on a *personal/unlinked bank account* that say INTUIT PYMT SOLN ACCT FEE.

today, the help request worked; i got a call back and got my issue resolved (finally!).

 

for anyone that has mystery charges labeled as: INTUIT PYMT SOLN ACCT FEE

here's our situation:

wife had merchant account [where you accept credit card payments via card reader] with inuit back in 2014. last used in 2015 - idle since then.

 

intuit recently made changes and is now charging monthly for this service.

because the account wasn't closed, the charges just started in march.

 

resolution was to contact intuit, close account, and request refund.

 

cmnslcf
Level 2

How do you actually get help from intuit/qbo? We have unexpected charges on a *personal/unlinked bank account* that say INTUIT PYMT SOLN ACCT FEE.

Where exactly is this "Help Icon"?

Is it on this page?
On the Intuit home page?
I've tried calling the toll-free number, but it disconnects me and tells me to speak with an expert online.

I have the same INTUIT PYMT SOLN ACCT FEE on my personal checking account every month.

cmnslcf
Level 2

How do you actually get help from intuit/qbo? We have unexpected charges on a *personal/unlinked bank account* that say INTUIT PYMT SOLN ACCT FEE.

Where exactly is this "Help Icon"?

Is it on this page?
On the Intuit home page?
I've tried calling the toll-free number, but it disconnects me and tells me to speak with an expert online.

I have the same INTUIT PYMT SOLN ACCT FEE on my personal checking account every month.

cmnslcf
Level 2

How do you actually get help from intuit/qbo? We have unexpected charges on a *personal/unlinked bank account* that say INTUIT PYMT SOLN ACCT FEE.

How do contact support? I don't see any Help icon on this page.

Mark_R
QuickBooks Team

How do you actually get help from intuit/qbo? We have unexpected charges on a *personal/unlinked bank account* that say INTUIT PYMT SOLN ACCT FEE.

Thanks for posting here in the Community, @cmnslcf.

 

The Help button can be found at the top-right corner in your QuickBooks Online (QBO) account. You'll need to log in to your QBO account and follow the detailed steps provided by my colleague above to reach our support team. I've attached a screenshot below for your visual reference.1.PNG

However, if you're using the QuickBooks Desktop version, we've recently made an update as to how our customers can get support. To streamline the process, it's done within the product. Here's how:

 

  1. Go to the Help menu, then select QuickBooks Desktop Help.
  2. Click Contact Us.
  3. Enter your concern, then select Let's Talk.
  4. Select Start messaging.

As always, feel free to visit our QuickBooks Community help website if you need tips and related articles in the future.

 

Please touch base with me here for all of your QuickBooks needs, I'm always happy to help. Have a good day.

cmnslcf
Level 2

How do you actually get help from intuit/qbo? We have unexpected charges on a *personal/unlinked bank account* that say INTUIT PYMT SOLN ACCT FEE.

I have not used QuickBooks since 2014. I do not have the program installed on my PC any longer.

I have been getting the runaround for nearly two hours in the chat window.

It seems ridiculous that Intuit would change the account parameters and start billing without bothering to notify the account holders by mail, email or phone.

I'll turn this over to my attorney tomorrow. I'm not a fan of being assessed unauthorized charges.

arojgns
Level 1

How do you actually get help from intuit/qbo? We have unexpected charges on a *personal/unlinked bank account* that say INTUIT PYMT SOLN ACCT FEE.

How did you actually get a person to help you? It sounds like you've tried everything. I have been trying for hours to get a person to help me.

arojgns
Level 1

How do you actually get help from intuit/qbo? We have unexpected charges on a *personal/unlinked bank account* that say INTUIT PYMT SOLN ACCT FEE.

Did you get this figured out? I have a subscription service I'm trying to cancel from years ago- also don't have an account to log into - there is no phone support. 

JamesDuanT
Moderator

How do you actually get help from intuit/qbo? We have unexpected charges on a *personal/unlinked bank account* that say INTUIT PYMT SOLN ACCT FEE.

Hello there, arojgns.

 

You can use our QuickBooks Online test drive program so you can contact our support. Here's how:

  1. Go to this link: https://qbo.intuit.com/redir/testdrive.
  2. Complete the Security Verification.
  3. Click Help in the upper-right corner and select Contact Us.
  4. Enter the details of your concern and select Let's talk.
  5. Select how you want to reach them and enter the necessary information.

You should be able to get a representative that can pull up and review your account.

 

Please let us know if you need anything else. We're here to help.

kerleigh
Level 1

How do you actually get help from intuit/qbo? We have unexpected charges on a *personal/unlinked bank account* that say INTUIT PYMT SOLN ACCT FEE.

I am desktop version -  I don't have a HELP icon and I also have a charge of 8.19 for the last two months and have NO idea why.  I can't find a phone#, can't find the help icon or any other suggestion -  can someone give me the number to get in the que?

MichelleBh
QuickBooks Team

How do you actually get help from intuit/qbo? We have unexpected charges on a *personal/unlinked bank account* that say INTUIT PYMT SOLN ACCT FEE.

Hi there, @kerleigh.

 

I can help walk you through the steps on how to check the billing history.  

 

Let's log in to your Customer Account Maintenance Portal (CAMPs). This way, you'll know where the charges came from.  

 

Here's how: 

 

  1. Go to camps.intuit.com
  2. Click the View your transaction history button. 
  3. In the Period drop-down, select a date range. 
  4. Locate the amount and check the details. 

 

Please note that you can select transactions from the past two years. To learn more about the process, you may visit this article: Find your QuickBooks Desktop billing history.

 

Once done, and the charges are not appropriate to your account, you can contact the Customer Care Team. However, we're unable to provide a phone number because we've recently updated our support experience. Due to COVID-19 (Coronavirus), support for QuickBooks Desktop is currently limited to chat only.

 

Let me show you how: 

 

  1. Go to the Help button located on the upper right corner, then select QuickBooks Desktop Help
  2. Click Contact Us
  3. Type Contact Us in the description field, then hit Search
  4. Choose Start a Message, then complete the needed information.

 

       5. Tap Submit

 

Check out our support hours and contact us at a time convenient to you: Support hours and types.

 

I've added a helpful article about how to update the payment method, change business information, and many more. 

 

 

Fill me in if you need anything else. I'll be more than happy to help you. Have a good one. 

Mel2020
Level 1

How do you actually get help from intuit/qbo? We have unexpected charges on a *personal/unlinked bank account* that say INTUIT PYMT SOLN ACCT FEE.

This same exact thing is happening to me! Just now was the second time I've spent 60 - 90 minutes "chatting" to no avail. Fortunately for me, the bizarre charge ($16/ month auto deducted, same description) is from an account I have wanted to close. I'm going to close the account and that will solve the issue. If whomever wants money, and if it's legitimate, I'm confident they will contact me. 

Very frustrated

 

MonicaM3
Moderator

How do you actually get help from intuit/qbo? We have unexpected charges on a *personal/unlinked bank account* that say INTUIT PYMT SOLN ACCT FEE.

 

Hello @Mel2020,

 

I get how you’d be frustrated in this situation. I’d like to shed some light on that type of charge. INTUIT PYMT SOLN ACCT FEE is typically associated with a Merchant Services account. Did you ever accept credit card transactions through that bank account? I know you have “chatted” and not got a resolution, however, you will need to contact our support team to have the charges refunded if you don’t have an active account. We definitely don’t want you paying for something you don’t have.

 

You can use our QuickBooks Online test drive program so you can contact our support. Here's how:

  1. Go to this link: https://qbo.intuit.com/redir/testdrive.
  2. Complete the Security Verification.
  3. Click Help in the upper-right corner and select Contact Us.
  4. Enter the details of your concern and select Let's talk.
  5. Select how you want to reach them and enter the necessary information.

You should be able to get a representative that can pull up and review your account.

 

Let me know how it goes! I’ll be here if you have any other questions or if there is anything else I can help with.

Alende59
Level 1

How do you actually get help from intuit/qbo? We have unexpected charges on a *personal/unlinked bank account* that say INTUIT PYMT SOLN ACCT FEE.

need help with 1099

DivinaMercy_N
QuickBooks Team

How do you actually get help from intuit/qbo? We have unexpected charges on a *personal/unlinked bank account* that say INTUIT PYMT SOLN ACCT FEE.

Thank you for joining this thread, @Alende59.

 

May I know the details of your concern with 1099? That information will help me to find you a timely solution to help fix the issue. 

 

In the meantime, I will add this useful link to guide you in preparing your 1099 in QuickBooks. To get started, please head to the Create and file 1099 page at this link.

 

You can also connect with our support team to help you if check your account. To do so, follow these steps below:

    1. At the top right, click the Help icon.
    2. Select Contact Us.
    3. Under What can we help you with?, enter a brief description of your concern.
    4. Click Continue.
    5. You'll be routed into the Choose a way to connect with us page.
    6. Choose either Chat with us or Have us call you.

You might also want to visit this article to know more about the year-end checklist for your forms and taxes: Year-end checklist for QuickBooks Online Payroll.

 

Feel free to leave a response below so I can further assist you. Have a good one. 

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