How to file a formal complaint against QuickBooks?

Hi had just been on hold for about 90 mins waiting for the "approval" to talk to Level 2 Support since my issue was complicated and I need further help.  As I waited, I got hung up on 2 times.  I waited 25 mins the second time. Then I called into Sales because I thought maybe I could find out why was I paying for support when I had to be "approved" before the person who could help me could even talk to me. I'm confused because isn't that what I pay a huge amount a year for?  Support?  I am yet still waiting and it is another hour.  

I have endured Quickbooks in the last bunch of years, degrading your service but raising your monthly service plan.  Your support has good bad to worse.  When you started outsourcing, I thought it was hard enough.  Now I need an approval before I can talk anyone beyond the person who reads the community literature before I can get to someone who might really help and not waste my time.  How is this helping my company?  I am now worried that when something happens to my company file, I will have to wait half a day to get some much needed help. 

I put in this complaint to see if someone actually will care and not give me the standard "Oh I understand and I'm sorry" reply.  I realize I am just a fish in the pond but there are lots of fish in the pond that are struggling to get help.  

Hi @Vbstempe1,

I'd love to assist you with your concern.

Before we can proceed though, I'd appreciate it if you could share a few more details about your issue. This way, I can provide you the right troubleshooting steps, or an accurate answer to resolve your issue.

With regards to our Technical Support department, be advised that we have a limited number of support representatives due to the COVID situation. 

You can keep this article for future reference: QuickBooks Online Support. Other than the steps to contact technical support, it includes their hours of operation so you know when they're available. 

I'll be looking forward to your reply. Post it below, and I'll get back to you as soon as I can. 

Hi, the main issue is I have not received a phone call as promised by your sales department & support team.  It has been over 6 hrs.  Is there a reason when I pay for a service, I don't get a courtesy of a response?

I needed help cleaning my company file.  When our file runs slow, we were shown by level 2 support to do something.  My web guy left the company and I don't know how to do it.  It was not condensing the company file. 

I was also calling about exporting data to a FTP server.  Neither could be answered by Level 1.

These are what I needed and it would have been real nice if someone called back.  Again, awful service!

Good evening, @Vbstempe1. 

Thanks for reaching back out to the Community and letting us know. It's my priority that you're able to get back on track with running your business. 

Using our Verify and Rebuild tool can help your company file run to its full potential. Here's how: 

Verify Data

1. Pick Window and then Close All. 
2. Go to the File menu. 
3. Hover over Utilities. 
4. Tap Verify Data. 

Rebuild Data

1. Go through steps 2-4. However, select to Rebuild Data. 
2. Press OK to backup your company file. 
3. After the backup is finished, the Rebuild Data Utility will start. 
4. When you receive this message, "Rebuild has completed," then hit OK. 

That's all there is to it! If this doesn't work, I recommend setting up a callback with our Customer Support Team again. They'll be able to use a screen share to walk you through some additional steps. Here's how: 

1. Go to the Help menu. 
2. Choose the QuickBooks Desktop Help option. 
3. Hit the Contact Us hyperlink. 
4. Enter a question and hit Let's talk. 
5. Scroll down and choose to Get a callback. 

That's all there is to it!

Let me know if this helps and how your phone call goes. If you have any other questions or concerns, feel free to ask. I'll always be around to help. I value you and the success of your business. Take care!

---

@Vbstempe1 wrote:

I needed help cleaning my company file.  When our file runs slow, we were shown by level 2 support to do something. 

 

@Vbstempe1 

How big is your file size? Condensing the file is one of the solutions. If you are using QBD 2019 or later, you may split the file.

I would like to file a formal complaint.  I have been working on an issue for almost four hours and I have gotten nowhere!

I cannot reactivate my payroll, but, I have been billed two months in a row for annual fee's.

Who do I contact other than the FTC?

Hi, Lynn53. 

I understand the value of getting the best customer service experience in QuickBooks Desktop. Every enhancement we develop comes from our customer's voice. We take this as an opportunity for us to improve on how the program works.

Since this site is a public forum, securing our customer's personal and confidential information is a must.

For you to submit a formal complaint, I recommend reaching out to our customer support. This way, they can review it and forward your feedback to the Customer Service Department.

Here's how you can reach out to us:

QuickBooks Desktop

1. Open QuickBooks.
2. Go to Help, then select QuickBooks Desktop Help.
3. Select Contact Us.
4. Give a brief description of your issue, then select Let's talk, and then choose a way to connect. Phone support may be limited due to volume.

QuickBooks Online

1. Click the Help menu in the upper-right hand corner.
2. Type in "Talk to a human", then press Enter.
3. Look for I still need a human and click on it.
4. Click Get help from a human or Contact Support Team.
5. Select between Send a message, Schedule an appointment, or Get a callback.

To ensure we address your concern on time, check out our support hours.

In case you need help in activating payroll in QuickBooks Online, you can check out its article: Reactivate your QuickBooks Payroll subscription. 

I'm always here to help if you have any other concerns with QuickBooks. Just tag my name in the comment section and I'll get back to you as soon as I can.

I'd love to find out how to file a formal complaint also. I have been dealing with the same issue that was caused by QBO Payroll Expert trying to reclassify wages to be ERC since Feb, it's now May! The Representatives from the "Lets Chat" can not help me because they say the "Back End" support team has to handle the issue - the only way to apparently contact them is by email. I've sent 7 emails with no response. I feel your pain! 

Hi BABI!

At Intuit, we strive every day to ensure that all concerns are being addressed. This is not the impression we want you to experience.

As much as I want to, QuickBooks Community has limited tools and we're unable to check your emails and cases. It'd be best to reach out to our Support Team again so they can escalate this if needed. 

1. Click the (?) Help icon and enter Talk to a human (then type it again when prompted).
2. When asked by the bot, enter a short description of the concern. You can also type in here the case or any reference number if you're given one.
3. Select I still need a human, then proceed with Contact us or Get help from a human.
4. Choose either Chat or Callback.

In addition, reclassifying wages to ERC or Employee Retention Credit has to be done by our Payroll Correction Team. Once requested, by contacting our Support Team, someone from Payroll Correction Team will reach out to you. They can fix it as soon as possible depending on the number of paychecks. Still, I suggest reaching out back to them to check the status of it.

If you need more references in managing your business, feel free to visit this page: QBO Articles.

I'm just a post away if you need my help. Take care always!

I myself I am getting ready to file a formal complaint and possibly a lawsuit against Intuit Quickbooks for a matter that has been ongoing for 3 weeks now. There was a $.02 shortage in our Q2 2021 tax payment made (we have assisted payroll) and I received a notice from the IRS  saying they are charging me $3401.85 penalty due to the $.02 shortage. I quickly contacted Intuit and they said the shortage was because of a back dated payroll I ran on 6/23/21. I ran no such payroll and immediately sent them all the documentation showing all the payrolls I ran. After 3 weeks I am still here trying to resolve this and I am done. 8 calls, 8 emails, numerous documentation sent and nothing. At this point I will be seeking an attorney to help us with this matter since apparently Intuit does not care and will be looking at a new company to handle all our payroll needs. In addition, I will be contacting the Better Business Bureau and the Attorney General for my State to ask them to get involved too. 

I myself I am getting ready to file a formal complaint and possibly a lawsuit against Intuit Quickbooks for a matter that has been ongoing for 3 weeks now. There was a $.02 shortage in our Q2 2021 tax payment made (we have assisted payroll) and I received a notice from the IRS  saying they are charging me $3401.85 penalty due to the $.02 shortage. I quickly contacted Intuit and they said the shortage was because of a back dated payroll I ran on 6/23/21. I ran no such payroll and immediately sent them all the documentation showing all the payrolls I ran. After 3 weeks I am still here trying to resolve this and I am done. 8 calls, 8 emails, numerous documentation sent and nothing. At this point I will be seeking an attorney to help us with this matter since apparently Intuit does not care and will be looking at a new company to handle all our payroll needs. In addition, I will be contacting the Better Business Bureau and the Attorney General for my State to ask them to get involved too and will be posting on Twitter just how awful the customer service has been!

Chat to a representative. Took the person an hour to verify my account, asking basic info. When I asked what was taking so long, that person left.

I purchased the QB  desktop subscription, even though it was substantially more expensive than the version I used to purchase because I had been using quickbooks direct connect with my bank for years and it wasn't worth starting over with a new system. However, with in a month of purchasing it, I was sent a notice that they were going to discontinue Directconnect.  I was sent instructions how to set up webconnect, but I was unable to make it work. Finally, after literally 23.5 hours on the phone with tech suport level 1 and 2 and then Data services I got it to work (but it's uch more cumbersome than Direct connect).  I have not been able to use the program for 7 months, even though I was paying for it and it was not my fault. I have asked to be credited for that time, but as yet they have not followed through on this request. So now when I pay my bills through the bank's bill pay system ( i used to be able to pay through qb and then the cleared checks would automatically match) the transactions download with only the date and the amount.  I have to manually type the payee and assign it to the correct account.  I might as well go back to keeping a handwritten ledger! The data services person told me that there was a way to set it up so that the cleared checks will sort, but today I have already spent about 5 hours trying to get tech support to help me.  I keep getting people in the Phillipines who have no clue what I am even asking., I want to file formal complaints against Intuit for falsely advertising a product and then removing its function after I purchased it. There must be others  in the same situation.  Also my subscription is supposed to include tech support,  but intuit has not delivered. Anyone else interested in contacting a lawyer?

I feel your pain!! It seems Intuit no longer wants to support the Desktop versions, even though it is superior over the online version. When you call to get help, their solution is for you to switch to the QBO version. I had one representative say that Intuit is concentrating more on the Online product and cutting back on the desktop support. I am a ProAdvisor and have been using QBs since the '90s (showing my age here!). My long-standing clients that use the desktop version are very unhappy with the new way that Intuit makes you purchase a new program every year, which costs so much more than the 3 year license version. Intuit has now cut back on the ProAdvisors ability to provide discounts to their desktop clients on program purchases. Some clients have tried QBO and ended up switching back. I'm in the process of looking into Xero for my QBO clients since Intuit's fees seem to increase too frequently. I'm not sure what other desktop programs are available.

@BayAreaBooks 

You can purchase a 3rd party service to convert data from QB Desktop to other cloud based accounting apps (e.g Xero).

If you are working solo on a desktop (PC or Mac) to manage your books and only need basic features, you should explore this one. You can use the program for as long as you like, use all the features and enter as much data as required. There are no time limits, no usage limits, no ads (at this time). This program is quite popular in Asia and Europe.

https://www.manager.io/

Then to pay your bills for free by ACH, you can signup a Melio account for free.

https://affiliates.meliopayments.com/pricing

Hope it helps.

trying to get to a human is most difficult I keep getting the stupid virtual nonsense What kind of system is this what ever happened to customer service I don't know what to do next 

@rickhastlc 

Any specific concern?

Getting back and forth isn't easy, @rickhastlc. Please know that this isn't the experience we want you to encounter with our customer support. Don't worry. I'm here to point you in the right direction so you can get the assistance you need in QuickBooks Online (QBO).

Before that, we'd appreciate it if you could provide information about the issue you're experiencing in QBO. We're willing to help you diagnose the problem and offer reliable solutions. 

If you still wish to get in touch with our customer support team, they are accessible within the program.

1. Go to the Help icon and select the Search tab.
2. Click Contact Us.
3. Enter a short description of your concern and select Continue.
4. Choose between Chat with us and Have us call you.

I understand the challenges of reaching out to them. Please know that there are instances when we're receiving a high volume of calls and messaging, which is why they're unavailable. I also recommend checking our support hours to ensure you'll be assisted timely.

Additionally, you may access our help articles anytime whenever you need references for instructions on managing your account effectively.

We appreciate your utmost patience and understanding, rickhastlc. Feel free to get back to us whenever you have further QBO-related concerns. The Community is here to help. Stay safe.

Good Night, I am very disappointed in the customer service. For months now I have been trying to access an account that I am paying for . Everytime I call concerning this the representative tells me the account is not active . However , I have receipts of payments towards that account.  I cannot access the account , I cannot change the password, I cannot deactivate the account and my bank is telling me to stop the payments I will have to close my bank account . I need this resolved as soon as possible or else I will have to take some kind of legal action . I Have been paying for months without being able to access the account.  Please view attachment for the receipt and the email that is linked to the account .

@JeromeDeFreitas 

Try opening your QBO account on any private/incognito browser.

I'm chiming in to add more information to what 4Gal mentioned, Jerome. I see the urgency of resolving this issue.

While the screenshot or attachment you included helps identify this issue, we have removed it for your security, as this is a public space.

I still suggest contacting customer support again. Then, upload it once you are in touch with one of our support team. This way, we can review your account in a secure environment. Giving them this extra evidence will speed up the resolution process.

Here's how to contact us:

1. In your QBO account, navigate to Help in the upper-right corner.
2. In the Search tab, select Contact Us.
3. After that, input a brief description of your concern and click Continue.
   

You can refer to this article for guidance about handling and updating your payment, billing, and subscription information: Manage billing, payment, and subscription info.

I want to make sure that you can access your account and use QuickBooks without any issues. If you have any questions about managing your accounts, please come back to this thread.