Complaint about QBO Support

jaronovitch · ‎July 30, 2021

Hi,

Really more of a complaint, though I would still like my original issue fixed. We use QBO for Accounting and Payroll. Our primary bank account (used for normal transactions and payroll) was no longer suiting our needs so we opened an account with another bank. I was able to integrate it with QBO without any issues; however, when I went to update the Payroll funding account, we could not complete the request. It let me get to the part where I select my new account, but then QBO said it needed to verify it was me. My cell phone number was one of the options so I selected it and asked to be sent a text; however, the text never came through. I tried the call option, and it never came through. I reached out to support. I spent 50 minutes on the phone explaining the issue to 2 different people who both had me run through all the steps to get right back to the same spot. Without a code. The second person "Catherine G." was rude and had no clue what she was asking me to do. I tried the chat support and explained everything I had already tried. The person had me try them all again. Total chat time was around another 1.5 hours. Finally, at the end of the chat, my concerns were escalated, but now I'm being told that I will need to provide several items of documentation, though I'm waiting for an e-mail as the support person can't tell me what they need. As I don't want to fund our old bank account that much longer, I'm honestly considering just cancelling Payroll through QBO and moving to ADP or another vendor. This is the worst experience I have ever had with customer support. They are of absolutely no help whatsoever.

ReymondO · ‎July 30, 2021

Thanks for bringing this up in the QuickBooks Community, @jaronovitch.

I would also probably feel the same way if I were in your situation. Rest assured, I'll take note of your experience with our phone support so we can submit proper feedback. We'd like to have this opportunity to help you in a more efficient manner in the future.

Issues with verifying an account can best be handled by our QuickBooks Care Support. They have the right tools that could help you with the process. To ensure that this will be taken care of as soon as possible, I recommend giving us another chance to help you out again. You can follow these steps to connect with us:

Click the Help menu in the upper-right hand corner and click Talk to a human.
Type in "Talk to a human", then press Enter.
Look for I still need a human and click on it.
Select Get help from a human.
Choose between Chat with us, Schedule an appointment, or Have us call you.

Please know that the availability of support depends on which type of subscription you're using. You can check out this article for our contact information. Click on the QuickBooks Online drop-down to see the most updated support schedule: Support hours and types.

To help you with future tasks and tips when using QBO, you might want to visit our Help Articles.

We're open here 24/7, so please don't hesitate to visit us again if you have any other concerns or follow-up questions.

Darielyz · ‎April 06, 2022

This is ridiculous, even to "talk to a human" you have to request it more than twice. System should send you directly after the first request.

Jen_D · ‎April 06, 2022

Thanks for updating this thread, Darielyz.

Not being able to get the support you need can be a deal breaker, most especially if you have other tasks. It is our main goal to ensure all our customers concerns are addressed. This forum is designed to assist customers with general questions about QuickBooks and how it works.

In order for me to help you, kindly share with me what's going or what specifically do you need help with? Just click the Reply button below to add the complete details.

However, if your question is related to billing or account management and you want to have a live representative to call you, we have a separate process to reach them.

Enter your contact information and connect with our Team by following the steps below in your QuickBooks Online account:

Go to the Help menu in QuickBooks, then choose the Search tab.
At the bottom click on Contact us.
Enter the keyword Account Management and Billing in the What can we help you with? box.
On the next screen, scroll down to How would you like to connect with us section.
Choose your contact option to initiate a discussion with a live agent.
When using the chat option, make sure to enable pop-up windows. The chat box will appear at the bottom right section of your monitor, and an agent will be with you shortly after. See this:

I'll be waiting for your reply and I'm here to help you. Have a good one!

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