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superiorsign
Level 1

QUICKBOOKS 2020 OVERWROTE BANK INFO/NO SUPPORT

QB 2017 locked us out of importing QBO files prompting us that we needed to upgrade to QB 2020. On install QB 2020 “upgraded” our company file.

 

To our dismay it had changed all bank account id information, account numbers, and routing numbers!!!

 

So our QBO files still could not import into the existing QB account, and there was no way to edit the erroneous bank information that QB 2020 had overwritten. Tried to reach INTUIT support number provided with the product [removed] each time a robot referred me to HELP within the QB 2020 product and then disconnected me.  Tried some INTUIT numbers found online with the same result.

 

We wasted hours and then days reading through QB 2020 HELP menu articles and online blogs but to no avail. After fighting with the new product for over a week we finally discovered that our QBO files would import into a NEW account and then could be cleared in bank feeds.

 

After clearing bank feeds we merged the OLD and NEW accounts following QB HELP instructions to deactivate bank feeds temporarily for the merge. Now we can’t reactivate bank feeds.  QB generates ERROR OLSU1013 WILL NOT CONNECT TO BANK and instructs us to call our bank.

 

Our Wells Fargo software support person was very helpful in resetting our online preferences, and even waited while we restarted and retried to connect in QB. Still the same error!!! At this point our bank support person disclosed that they have some limited QB 2019 support materials, but INTUIT has not shared any QB 2020 support material with the bank. They gave me a QB Pro Desktop support number [removed] and said if I reached a human to please conference Wells Fargo in on the call. WOW. Again a QB robot referred me to HELP within the QB 2020 product and disconnected me.

 

We have used QB since 2011, but are now considering changing to a different product as this has been a huge disaster with our 2019 business tax filing deadline looming on September15th and absolutely no product support in over two weeks of struggling with a problem QB created.

 

QB 2020 lack of support for end-users and bank providers is appalling!

Overwriting our bank information without providing a way for us to correct it is inexcusable! INTUIT should NOT change anyone’s data!

 

 

 

4 Comments
JonpriL
Moderator

QUICKBOOKS 2020 OVERWROTE BANK INFO/NO SUPPORT

I wish I could make it better, @superiorsign.

 

We recently released an update about how our customers, like you, can contact our Customer Care Support using other channels like Phone and Chat. This is to ensure that you'll be able to reach the right support in the safest way we can offer.

 

Since you're still unable to establish a connection with your bank account for QuickBooks bank feeds even after following the steps in this article, I'd still recommend contacting our support. With their tools, a specialist can help you can guide you on how you can reconnect your bank account.

 

This time, please be guided with the steps below on how you can reach them:

  1. Open QuickBooks.
  2. Go to Help.
  3. Select QuickBooks Desktop Help.
  4. Click Contact Us.
  5. Enter Reconnect Bank Feeds in the Text field.
  6. Select Let's talk.
  7. Choose the best channel as to how we can connect with you.

In addition, here's an article you can read to learn more about our support hours and types: Support hours and types.

 

Lastly, here are articles you can read for ideas about your bank account management: Banking for QuickBooks Desktop.

 

If there's anything else that I can help you with, let me know by leaving any comments. I'll be here to lend a hand.

superiorsign
Level 1

QUICKBOOKS 2020 OVERWROTE BANK INFO/NO SUPPORT

I have already read copious amounts of your useless online support over the last two weeks.

I have tried to contact you through the software help menu only to find I can only submit for a chat or phone call during your California business hours. I have been disconnected by your robotic phone operators numerous times on various "support" numbers. 

 

At this point I am ready to change products, and submit complaints to the BBB and to the Sam's Club where I bought your product with the promise of free unlimited QB Desktop support. In my estimation your articles and blogs have failed miserably to address my specific problem that your upgrade caused.

superiorsign
Level 1

QUICKBOOKS 2020 OVERWROTE BANK INFO/NO SUPPORT

I have already read copious amounts of your useless online support over the last two weeks.

I have tried to contact you through the software help menu only to find I can only submit for a chat or phone call during your California business hours. I have been disconnected by your robotic phone operators numerous times on various "support" numbers. 

 

At this point I am ready to change products, and submit complaints to the BBB and to the Sam's Club where I bought your product with the promise of free unlimited QB Desktop support. In my estimation your articles and blogs have failed miserably to address my specific problem that your upgrade caused.

JasroV
QuickBooks Team

QUICKBOOKS 2020 OVERWROTE BANK INFO/NO SUPPORT

This isn’t the kind of customer service I want you to experience, @superiorsign.


Keeping you in working order is my top priority. Due to the pandemic we’re facing today, we have limited staffing and reduced our support hours to 6 AM-6 Pm PT Monday-Friday.

 

To contact our support team at a time that is convenient for you, I recommend checking our Support hours page for reference.

 

To get this issue isolated, It would be best to contact them again. There, they can securely check your account and gather some information on why you’re unable to reconnect your bank feeds.

 

You can refer to the steps shared by my colleague JonpriL above in reaching out to them.

 

Once all is set, you can read this article that provides complete details in reconciling your accounts in QuickBooks Desktop (QBDT).

 

In case you have other concerns or questions in mind, let me know by leaving a reply in this thread. I’ll be around to lend a hand. Keep safe.

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