I am beyond fed up with Quickbooks as a company right now. I have been having a constant cascade of technical issues ever since my bank merged with another bank. None of which Quickbooks support was able to help me with the first or second or third times I tried to get help.
First, I was locked out of my account for unclear reasons. One day it simply wouldn't accept my password. I'd suspect that I may have entered the wrong password too many times, but when I tried to reset my password it became clear that the system was borked. The password reset link sent me to a Quickbooks error message page and there appeared to be no way for me to reset my password and regain access to my account on my own.
This issue became urgent two weeks later when my debit card number changed due to a bank merger. I began receiving messages from Quickbooks telling me that my account would be canceled for non-payment if I didn't update my payment method.
I dutifully reached out to tech support to get help logging in, but it turned out that the public-facing instructions for how to contact Quickbooks Self-Employed support were wrong. The information pointed to a different department which had no ability to troubleshoot Quickbooks Self-Employed.
The first such incorrect representative member I contacted then transferred me to *another* incorrect representative, who proceeded to quit on me with no explanation before I was connected to a *third* online representative who finally gave me a phone number to call.
Fortunately, this phone number got me a gentleman who was able to successfully reset my password manually on his end and enable me to login. I then updated my payment method. Or so I thought.
A few days later, I got another email telling me my account was on the verge of being canceled due to nonpayment. Now fairly irate, I emailed Quickbooks Customer Support explaining the problems I was having and asking what I was supposed to do if updating my payment method wasn't working. I never heard back.
A few days later, I received an email telling me that my account had been canceled.
This time I decided to try calling Intuit's sales hotline, hoping that people motivated to meet sales quotas would actually be able to solve my problem. Protip: this hack apparently works. The sales representative almost instantly connected me to a tech support representative who was able to re-activate my canceled account. Together we were (I hope, it's only been 24 hours so I'm still afraid I will find out something went wrong) able successful in updating my payment method.
However, now there was a new problem. My Quickbooks account was showing an obvious error. It seemed to be counting one of my bank accounts twice, and showing an outdated balance for it on top of that. Investigation revealed that transactions between my pre- and post-merger bank accounts were being counted as duplicates, and worse than that, both accounts were now demanding that I verify them before they would display current information.
The Intuit representative watched via screenshare as I carried out the instructions the web interface supplied to verify the accounts. Only to then return to the page and be told that the accounts weren't still verified. Three times. In rapid succession.
We were on the verge of calling my bank to try to determine if the problem was on their end, but I had already been on the phone trying to restore my account for an hour at this point and I had to go to a meeting. In any event, I still don't have an account that actually works and I've spent a total of probably about three hours on the phone with six different Quickbooks representatives while receiving no responses from the email support system and being told by the online representatives that they couldn't help me.
All this time, Quickbooks has very cleverly (and very evilly) only given me the opportunity to give feedback about individual customer service representatives who I spoke with on the phone.
All of these representatives have been impeccable. It is not their fault that Quickbooks' online system has sometimes inexplicably broken, that the information in its support articles is incorrect, or that it doesn't seem to be able to interface with my bank's new online systems.
So how can I actually tell the higher-ups at Quickbooks what is going on without throwing these highly skilled and impeccably polite representatives under the bus?
