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Level 2

Formal Complaint

Need more info to be able to do a formal complaint against QB customer services 

5 Comments 5
Level 1

Formal Complaint

So we have a managepayroll account with several clients in it. They informed we would be migrated to QB Online by Aug 1, 2021 and we did not have to do anything. Today Aug. 5 we have not been migrated. What has changed is that Intuit Support is now unreachable via phone, or chat. I am needing to release one of our clients from our payroll and they cannot be reached, even via live chat they do not respond. How are we supposed to keep our clients with the only available payroll being your community posts and when the needed topic is not found and nobody to chat with or call ?


QuickBooks Team

Formal Complaint

Hi there, @yeye.


Is there anything we can help you with here regarding using QuickBooks Online? If you wish to raise a formal complaint, I can send an email and escalate this to the relevant department. Please let me know should you wish to proceed this way. Thanks you.


Thanks also for taking the time to share your concerns here in the Community, @CM4080. Helping you is our top priority.


To clarify, are you using QuickBooks Desktop (QBDT)? To ensure they can assist you in time, please check our supports' availability. Here's how to reach out to them:


  1. Select QuickBooks Desktop Help from the Help menu.
  2. Click Contact Us.
  3. Type in a short description of your concern, then Continue.
  4. Choose a way to connect with support.


Here's a link with the details on how you can move your Desktop file to Online: Move your QuickBooks Desktop file to QuickBooks Online.


I'd appreciate if you can update me if you have any further questions. I want to make sure this gets resolved. 

Level 1

Formal Complaint

I was on the call with the representative for 80 minutes on 11/1/21 at 4:30pm and they have escalated the issue to the supervisor, which they said the supervisor will call back in 15-20 minutes.  I've waited all afternoon and no one called back on 11/1/21.  I've called back early in the morning on 11/2/21 and spoke to several representative and one of the representative just hung up the phone.  Therefore, I've kept calling and every time the representative would say that supervisor will call in 30 min - 1 hour.  I've waited and waited and after no call back, I called back again and same response.  I called back again on 3:30pm and they said the supervisor will call back in 10-15 minutes and it's now 5pm.  Their customer service is horrible and people are not trained properly and the supervisor is just not doing their job.

Fiat Lux - ASIA
Level 15

Formal Complaint


Any specific concern?

Level 1

Formal Complaint

Case # 1571698336

UNACCEPTABLE RESOLUTION-cant even post in main stream....JOINING QB...DONT

Leaving QB over this.
was told it is my responsibility to to keep track and make sure the system functions correctly in the area of sick pay. So for example if my employee request five hours to be deducted, I am responsible to make sure that is done correctly within the system and it is my responsibility if it is not. (many employee accts are not accurate against how much they were paid on their pay stub.)

In addition I give 24 hours employee at the beginning of the year of 2021. Record of this transaction is not recorded in any of my employees accounts. Since this is California state law, it's looks on record inside of QuickBooks like I did not abide by the law.

In addition dealing with untrained employees is another reason. I can navigate through this by hanging up and getting another. But this is tiresome. You are not providing proffesional service or asking responsibly when you have made errors.

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