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Level 1

How do I resolve an issue with Intuit having over charged me? I'm so frustrated I'm ready to leave QBO forever.

QBO is already expensive for a small business. I've been over charged for both desktop and online subscriptions.  Two years ago, a customer service rep signed me up for quick books online instead of desktop.  I have been paying for two QBO accounts AND the desktop version without realizing it! I do use the two QBO accounts, and not the desktop. Additionally, I am supposed to have bulk pricing, for the two QBO, yet at the one year mark, the bulk pricing was removed, and my fees doubled. Reaching customer service is worse than impossible, because of the wasted time and energy, and building frustration to get no where. How do I resolve this before I just decide QBO is not worth the customer service and billing hassles? 

8 Comments
QuickBooks Team

How do I resolve an issue with Intuit having over charged me? I'm so frustrated I'm ready to leave QBO forever.

Hi there, See Food.

 

In rare cases, a double charge happens when there is a delay in releasing the voided authorization which causes the appearance of double charge. You'll have to reach out to our support team if you have any issues about over and double charges. This way, they'll be able to verify those charges. They also have the tools to pull up your account in a secure environment. 

 

Here's how: 

  1. Sign in to your QuickBooks Online company.
  2. Go to Help (?).
  3. Select Contact Us.
  4. Enter your concern, then select Let's talk.
  5. Choose a way to connect with us:
    • Start a chat with a support expert.
    • Get a callback from the next available expert.

I have included these help articles in case you have questions about the product.

 

Fill me in for any other concerns. I'll be here to help you anytime.

Level 1

How do I resolve an issue with Intuit having over charged me? I'm so frustrated I'm ready to leave QBO forever.

So if I understand you correctly, you are telling me to keep trying to reach customer support in the ways I've been trying, that leads to no contact, and / or resolution? Is there no higher level of customer complaint resolution? The rep I spent two hours with on the phone did nothing more than what I could have done myself, despite him saying he was "speaking to a manager," which was obviously baloney. My subsequent requests to receive a call back, said I'd get a call in 5 minutes, and I never did. Are there no reps that umbrella over Quickbooks Desktop and Quickbooks Online?

 

This is not a double charge due to voided authorization. This is me being charged for two years! ...for redundant products, as set up by an Intuit small business representative.

QuickBooks Team

How do I resolve an issue with Intuit having over charged me? I'm so frustrated I'm ready to leave QBO forever.

I'm here to help solve the issue about being overcharged with your QuickBooks subscription, See Food.

 

Current rates are dependent upon each subscription's original rates and any discounts. You'll be charged twice on QBO since you have two accounts.

 

We charge your credit card or bank account for products and services you're subscribed to. Feel free to visit this link to learn where their price could seem like it increased: How to understand your subscription rates and charges.

 

If you aren't using QuickBooks Desktop (QBDT) and the subscription is active, you can cancel it. Doing this will make sure you won't be charged for the Desktop version. If you have questions on canceling, review our QuickBooks Desktop cancellation policies.

 

To cancel QBDT, I recommend contacting our Technical Team during business support hours. They can pull up your account and cancel the account for you. They'll also check if there are any other active subscriptions in a secure environment.

 

You can also chat with them from Monday - Friday, 6:00 am - 6:00 pm PT through these links:

 

I'm aware of how this is affecting your business, and I appreciate your patience as I work to resolve this matter. Please know that I'm always here to help if you have any other questions.

Level 1

How do I resolve an issue with Intuit having over charged me? I'm so frustrated I'm ready to leave QBO forever.

 

Hi MaryLandT,

I appreciate you are trying to help, however, you haven’t offered any solution to the over billing, which is my complaint. I understand QB has billing policies. My point is that a small business rep set me up with two new online accounts, which I’ve been using, and the whole time the desktop account was re-renewing, unaware to me that I even owned it. Secondly, the links you sent provide no clarity on the bulk pricing, which I agreed to, and why it disappeared. This form of attempted problem resolution, typing, reading, re-explaining to people who fail to understand, or intentionally try to redirect me elsewhere, is maddening! Is there no such thing as a higher level problem solving person who will get on the phone and converse with me, and get to the bottom of this billing problem? 

 

By the way, please be mindful. You said, “I'm aware of how this is affecting your business…” Presumptuous statements like this only fuel intolerance of this ineffective process. You aren’t aware. You work for a giant company. You have no idea how maddening it is to be a small business, over-billed by a giant company, and to need to waste unpaid hours and hours trying to solve what should be a simply solved problem. 

QuickBooks Team

How do I resolve an issue with Intuit having over charged me? I'm so frustrated I'm ready to leave QBO forever.

Let me get the help you need, See Food.

 

I can see the urgency of getting your double charge resolved. Since your concern is sensitive and requires confidential information, I recommend contacting our QuickBooks Customer Care Team. They can verify why you're being charged twice and take further action. 

 

You can reach out to our Customer Support Team to call you back via the Contact Us feature in QuickBooks Online. Let me guide you with the steps.

  1. Sign in to your QuickBooks Online (QBO) account.
  2. Go to Help.
  3. Click on Contact Us.
  4. Enter your questions or concerns and click on Let's talk.
  5. Select Get a callback to get a representative on the line.

 

To ensure that you'll be assisted immediately, I recommend checking our support hours before performing the steps.

 

Additionally, you can check your desktop account using our  Customer Account Management Portal (CAMPs). This way, you'll be able to manage the registered products under your Intuit email.

 

You can also visit our Help articles page for reference. There, you can read articles that will guide you in completing your future tasks.

 

Please know that you can always visit us here in the Community for other QuickBook related questions. I'll be around to help you.

Level 1

How do I resolve an issue with Intuit having over charged me? I'm so frustrated I'm ready to leave QBO forever.

I give up. You all just keep saying the same thing, ignoring that I already said I tried that, and had no resolution. Why won't anyone just answer my question, with a simple, "No," instead of repointing me to what I've already tried. There is no better solution than playing roulette with the "get a call back" button. There is no higher authority who can speak to QBO and QBDT at the same time. There is no phone support who will discuss, actual dollar amounts I've paid and am due a refund for. There is nothing left to do, but go shop for other programs.

Level 15

How do I resolve an issue with Intuit having over charged me? I'm so frustrated I'm ready to leave QBO forever.

@See Food 

Support team in the community won't give you any resolution about your billing issue. You have to ask the callback and they (hopefully) will reach you to resolve the issue. Otherwise, there is nothing you can do about it. Anyway, contact us should you need to purchase a 3rd party conversion service 8)

 

Level 1

How do I resolve an issue with Intuit having over charged me? I'm so frustrated I'm ready to leave QBO forever.

Correct, leaving Quick Books is the only escape from Intuit egregious billing practices. 

 

My phone rang at bed time last night, and I didn't answer, since when asked for call hour preferences, I said 9-5.  A "supervisor" as they identified themselves, called me today and provided no resolution to the over-billing. I read to her the transcript I have where the sales rep specifically answered to me that my pricing was not promotional. Today's rep said it wasn't promotional, it was the price structure intended to double in two years. I told her that is bait and switch, and the stuff of class action lawsuits to hide that the product would double in price in two years. She said something to the point of sorry there was misunderstanding...and I said, no, I was clear, and verified what I bought, and they swapped out what I agreed to. She said that is all she can do, and thanked me for purchasing Quick Book products. I asked for my agreed rate until December when I'll leave, and she refused. At least I have a solid answer now, and leave for sound reasons.

 

 

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