---

@pickles924 wrote:

they are actually holding our account hostage,

 

What is "account hostage"? About QB Payment or else?

All we did was change our account # for payroll, and nothing else, now Intuit is telling us that the SS #, Primary Owner and Birthdate are incorrect, even though it is correct on my end, Intuit still insisting that they have something different, so AGAIN I/we proved Primary Owner is who it says it is, birthdate is correct, we have had the same Primary Owner since we started using QB, turns out that someone on INTUIT'S side entered the wrong SS #.  I have not been able to use my Direct Deposit since 9/5/22, I have called over 10 times, regarding this, and every time I call, I either get a CSR who has broken english, speaks to fast, rude, ignorant and nasty, 2 of them even hung on the Primary Owner as he was trying to get our account off of hold, it's perfectly clear that Intuit does not train their CSR well at all, you get a rookie in training who has to constantly put you on hold because she has to ask for help. You would think that the price WE PAY for the payroll service (Not worth it) that Intuit would at least have a beyond senior CSR to help me by now

I keep calling for support and get nothing but long waits and then stalling repeat questions and then dropped calls

They just don't care, maybe someone should be looking into the business practices of Intuit, like maybe the FTC or the FCC, there has to be way for us to get help, I mean if you are not going to help us with payroll support, then why should we pay for it, we sure as hell can't use it, so why bother.

This isn't the impression that we want you to have, @bermuda.

Our support team may take some time in getting in touch with you due to the high volume of calls and chats. To ensure that you'll be assisted on time, please see our support hours. 

I'm also here to help you with your QuickBooks concern too. Just place your concern in this thread so I can provide you a solution. Also, other QuickBooks users in the community might help you as well with it.

Otherwise, contact our Messaging Team by following these steps:

1. Click Help located at the top.
2. Choose QuickBooks Desktop Help.
3. Enter a brief description of your issue and click Continue.
4. You can choose Message an Agent.

Also, our Help articles might have something that can help you with your QuickBooks concerns, too. Just make sure that the topic is set as "QuickBooks Desktop" to browse for related posts.

Post your concerns or click the reply button below for follow-up questions. I got your back. Keep safe!

I am having the same problem.

I need support on how to do something and I am getting weird calls from people that end of not talking or saying anything and not helping, Grey rocking.

It's abuse.

What support line can I call to get help?

Providing the best service for our customers is what we always aim for, bermuda. 

I'll personally share your feedback with our Customer Support Team regarding this one. We'll be able to take action on improving our customer service. We have various support that can answer your questions. by reaching out to our Chat Support or here in the Community space. You can post here your concern so that I can help you. This way, I can provide you with the resolution which can get you back to working on your business. We also have All-Stars and other users who hang out here in the Community and can provide the answer.

Nonetheless, if you want to reach out to our Customer Support Team, you may send a message via chat, call us at a time convenient to you, or we’ll get in touch with you instead. To ensure we address your concern, our representatives are available from 6:00 AM to 6:00 PM on weekdays and 6:00 AM - 3:00 PM on Saturdays, PST. See our support hours and types for more details about this one. Here's how:
 

1. Go to the Help icon on the top right.
2. Enter your concern in the search field.
3. Tap Talk to a human.
4. Click the OK. To get you to the right human, in a few words, tell me what you need help with option and tap I still need a human.
5. Press Contact us.
6. Tick Continue.
7. Hit Message an agent or Get a callback.

Feel free to visit our Account management page for more insights about running and managing your business in QuickBooks.

The Community will always have your back if you need anything else in QuickBooks Online (QBO). Assistance is just one click away. Have a great day. 

I see that no one from Intuit is helping me with my problem, you are answering everyone who has chimed in on my post, so please continue ignoring me!!!!

Right after I posted the above, I managed to get a hold of Intuit, on phone for 32 minutes, only to have her open another case number for our problem and promised to escalate it, while waiting for her to give me the new case number, SHE HUNG UP!!!!!!!!!, now here we are again, if she was able to give me the new case number, that would make 6 CASE NUMBERS since 9/7/2022 and still no resolution. 

Oddly enough, I had alot of major issues with my payroll services, theor software's distinct lack of user friendliness compounded with their customers lack of general friendliness, compassion, understanding, or any quality you'd expect from a customer service representative.  I spent 30 minutes waiting to get ahold of someone just for her to yell over me anytime I tried to say two words, telling me she's "trying to help you sir, if you'd just listen".  She was no help, transfered me to someone else with no formal goodbye, and without ever listening to my side, or what my problem really was, and the department she transferred me to hung up without my final problems being resolved.  I find this company and service to be deplorable.

I run into a major issue with the company, which I am unable to resolve for over 28 days now. 

I have invoiced two of my clients for the services I provided using Quickbooks. Total amount of payment was $10,150 on August 31st and September 1st.

I am unable to receive the money from Quickbooks to my business checking account. The services were already provided to my clients. 

There was an issue with two merchant IDs: My clients were invoiced and charged by Quickbooks using one merchant ID. Quickbooks allowed me to invoice the patients using this merchant ID number although there was no bank information linked to it at that time. 

When I attempted to move the money to my bank account I was unable to do so. Subsequently another merchant ID was created by Quickbooks staff member with my business bank account linked to it.

Two merchant ID's were then `merged" after calling Quickbooks support line multiple times (this is what I was told). 

After over 8 hrs of being on the phone with the representatives and multiple promises to get a phone call from the manager, I found out that the first merchant ID was closed.

I received an email today stating that the money will be released back to my clients within 48 hrs if I do not confirm the bank account for an old merchant ID, which was already closed by Quickbooks. 

I am still unable to receive my payments for services I already provided. Quickbooks is holding my funds without any hope for resolution of this problem. 

There is no way for me to collect the payments again from my clients since the services were already provided and the clients moved on to live their lives. 

It was a nightmare for me to deal with their customer service without getting any help. No manager ever calls you back. 

We're here for you, tatianamarkelov.

I can see a case assigned to our Office of the President from your account associated on file. Someone will get in touch and help figure this out for you.

Once you receive updates from them, you can get back if you want to share how the contact goes. We'll be right here whenever you have follow-up questions.

I have had no success since Intuit switched to Quickbooks. Is there a better company? They do not call back, you cannot speak to a supervisor, and they charge monthly for a service they are not providing.

We want to get the best help for you, modena.

I'd like to make sure that we're on the same page so I can provide you with the right amount of information. Any details or screenshot is appreciated so we can narrow down this issue.

I'm still here if you have other questions about charges on your account Just post your question here, and I'll respond as possible. Have a great day ahead.

@modena 

Any specific concern? Is it related to QB Payroll? 

I SHARE IN THE FUSTRATION WHEN CALLING QUICKBOOKS CUSTOMER SERVICE..

I HAVE HAD NUMERIOUS COMMUNICATIONS WITH QB CUSTOMER SERVICE AGENTS - AND IT SEEMS THAT. EVERYTIME I TRY TO REACH AN AGENT - IT TAKES NO LESS THAN 45 MINS to 1 HOUR FOR AN AGENT TO COME ON THE LINE,. THEN FINALLY WHEN THE AGENT IS ON THE LINE AND  SPEAKS TO YOU, - IT APPEARS THAT THE AGENT(S) ARE RECITING WHAT I BELIEVE IS A (CANNED RESPONSES) TO  ANY OF MY PARTICULAR ISSUES - WHEN YOU ASK TO SPEAK TO A MANAGER - THE AGENTS REFUSE MY 15 POLITE REQUESTS TO BE TRANSFERED OR HAVE MY CASE/ISSUE ESCALLATED TO ANOTHER AGENT THAT WOULD POSSIBLY BY MORE HELPFULL AND POLITE. THE AGENT TOLD ME THAT IT WAS HER JOB TO EDUCATE ME. I SAID WHAT?!  AND SHE REPEATED..HERSELF AGAIN TO TALK OVER MY CONCERNS..

I AM SO DISGUSTED WITH THE CUSTOMER SERVICE QUICKBOOK PROVIDES TO THEIR BUSINESS CLIENTS. THE QBOOK SALESMEN ARE SUPER NICE AS CAN BE - TO LAND YOUR BUSINESS ACCOUNT9S). BUT QBOOK CUSTOMER SERVICE AGENT - IS DEPLORABLE. RUDE AGENTS THAT CLEARLY DO NOT VALUE THE CUSTOMER AND ACT LIKE THEY ARE DOING YOU A FAVOR BY ANSWERING YOUR PHONE CALL. i REQUESTED AN AGENT TO CALL ME BACK - THEY TOLD ME IT CAN TAKE UP TO 72 HOURS TO HAVE SOMEONE CALL ME BACK. 

THE LAST ISSUE/TIME I REQUESTED A CALL BACK - NO CALLED ME....AT ALL.

VERY DISAPPOINTED... WILL BE LOOKING FOR A DIFFERENT SERVICE PROVIDER...SOON.

CASE#1588734448 (AGENT- TAYLA). THIS AGENT NEEDS TO BE REASSIGNED AWAY FROM THE CUSTOMER SERVICE AND THE PHONES. I WOULD FIRE HER IF SHE WAS HANDLING MY CUSTOMER'S PHONE CALLS.

RE: GLOBAL HEAVY

@AbegailS_  RE: This isn't the impression that we want you to have, @bermuda.

Except that it really is. Intuit's support is exactly the way Intuit wants it to be. If Intuit wanted it to be different, it would be different. It used to be different, in fact, and then Intuit changed it to be like it is today.

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@BigRedConsulting wrote:

in fact, and then Intuit changed it to be like it is today.

---

And as a result, they are very happy and ranked 11th in the US 8p

https://www.greatplacetowork.com/best-workplaces/100-best/2022

Quickbooks team always has the same response....... Where are these people from?

I cannot open my files until I pay $300 on a program where I just use the checking acount for our HOA and the a/r, but I don''t email from quickbooks anything and I have no payroll.  They are holding my information hostage and I want to know if there is a lawsuit that has been filed regarding the greed of this company.   I should have never went from 2013 to 2021.  How stupid?  Something must be done about this and their lack of response to all the users  dealing with deposits and payroll.  In the meantime I am looking for another very simple aqccounting program.  THIS IS NOT WORTH MY TIME AND MONEY!!

@Jbv1963 

Did you have a subscription license for QB Desktop 2021?

I can share a few options for you to explore. Either buy a one-time license for QB Desktop 2021 or convert data to another program.

Quick Books is a scam/sham company! They ignored our correspondence and stole $3,334 from our account. ((CLASS ACTION LAWSUIT)), MEDIA CHANNEL 11, WBAL 11, STATES ATTORNEY, FINANCIAL AFFAIRS Here I come! (I used to think they were a quality good company until I was forced to investigate them and found out they have over 2,900 customer complaints)

Adding insult to injury, there is never anyone who can talk to or resolve this. We get the run around after run around and blatantly ignored (beyond frustrating). These are very nasty tactics they use. We get sent emails that we cannot respond to. On top of that, Quick Books other department closes our merchant account so we can't even communicate and sends it to bogus collections company when we are in the middle of a dispute (What is wrong with them? ((Who are these people running Quick Books?)). They have no problem calling us from collections, I might add. I tell collections, I can't reach them to discuss this very serious matter and collections say, "that's not our department" and send us back on a wild goose chase. I think it is time to do a class action lawsuit here. 

I have been a customer of quick books for several years now. During that time, we have put a substantial number of customers/transactions through them with no issues (not a single one). Quick Books took quite a tidy sum from all our transactions (double dipping on all the fees from both our customers and our company).

We had (1) customer out of 350+ customers who just didn't want to pay for the work we did. That customer did a free dispute with their credit card. Thereby, starting my 1st nightmare dispute process with Quick Books. Our nice customer was in breach of our contract (2) times from the very beginning all the way through our work until our last day (this is well documented). they said everything looks good!

QuickBooks decided to play mediator unfairly and requested information regarding disputed credit card payment (this was done online with no access or help from QuickBooks, not even a phone call or anyone to help us, extremely poor 3rd world customer service). Also, Quick Books stole $3,3334 out of our account.

We uploaded all of our documentation by the due date. Letter denying the disputed request, pictures, our detailed daily contractors report. texts from customers interaction and very detailed information. The QuickBooks system generated a report saying thanks for uploading documents and it is now processing. A couple of days later we get email saying our case is closed because no response (this is only available from email link) and unable to see anywhere on the QuickBooks log in/sign on site).

I tried responding to the emails with "NoResponse <no_response&intuit.com>" They selectively turn this feature on and off at their discretion, truly disgusting/vile! unable to reply back.

I get a survey and explain everything that their (QB) system is very glitchy and that I'm extremely frustrated that case was closed and that no one ever contacted me or responding. Marta did say that "I see the documentation you uploaded, it's a lot and I will escalate this to supervisor(s) and that they have been having a lot of trouble with their system. It is glitchy and not responding properly" Thank you Marta! I'm so happy to actually make some progress here!

It was reopened only to be closed again without reaching out to us.

Have been trying to get in touch with someone regarding a frivolous customer chargeback that QuickBooks just gave our customer (truly bad apple) $3,334 (Never should have been given to them) unbelievable! My team and I spent hours uploading the documents to QuickBooks site 

I could go on and on, I have so much more to say! BTW-I never write this kind of message! Thoroughly disgusted!

Quick Books is a scam/sham company! They ignored our correspondence and stole $3,334 from our account. ((CLASS ACTION LAWSUIT)), MEDIA CHANNEL 11, WBAL 11, STATES ATTORNEY, FINANCIAL AFFAIRS Here I come! (I used to think they were a quality good company until I was forced to investigate them and found out they have over 2,900 customer complaints)

Adding insult to injury, there is never anyone who can talk to or resolve this. We get the run around after run around and blatantly ignored (beyond frustrating). These are very nasty tactics they use. We get sent emails that we cannot respond to. On top of that, Quick Books other department closes our merchant account so we can't even communicate and sends it to bogus collections company when we are in the middle of a dispute (What is wrong with them? ((Who are these people running Quick Books?)). They have no problem calling us from collections, I might add. I tell collections, I can't reach them to discuss this very serious matter and collections say, "that's not our department" and send us back on a wild goose chase. I think it is time to do a class action lawsuit here. 

I have been a customer of quick books for several years now. During that time, we have put a substantial number of customers/transactions through them with no issues (not a single one). Quick Books took quite a tidy sum from all our transactions (double dipping on all the fees from both our customers and our company).

We had (1) customer out of 350+ customers who just didn't want to pay for the work we did. That customer did a free dispute with their credit card. Thereby, starting my 1st nightmare dispute process with Quick Books. Our nice customer was in breach of our contract (2) times from the very beginning all the way through our work until our last day (this is well documented). they said everything looks good!

QuickBooks decided to play mediator unfairly and requested information regarding disputed credit card payment (this was done online with no access or help from QuickBooks, not even a phone call or anyone to help us, extremely poor 3rd world customer service). Also, Quick Books stole $3,3334 out of our account.

We uploaded all of our documentation by the due date. Letter denying the disputed request, pictures, our detailed daily contractors report. texts from customers interaction and very detailed information. The QuickBooks system generated a report saying thanks for uploading documents and it is now processing. A couple of days later we get email saying our case is closed because no response (this is only available from email link) and unable to see anywhere on the QuickBooks log in/sign on site).

I tried responding to the emails with "NoResponse <no_response&intuit.com>" They selectively turn this feature on and off at their discretion, truly disgusting/vile! unable to reply back.

I get a survey and explain everything that their (QB) system is very glitchy and that I'm extremely frustrated that case was closed and that no one ever contacted me or responding. Marta did say that "I see the documentation you uploaded, it's a lot and I will escalate this to supervisor(s) and that they have been having a lot of trouble with their system. It is glitchy and not responding properly" Thank you Marta! I'm so happy to actually make some progress here!

It was reopened only to be closed again without reaching out to us.

Have been trying to get in touch with someone regarding a frivolous customer chargeback that QuickBooks just gave our customer (truly bad apple) $3,334 (Never should have been given to them) unbelievable! My team and I spent hours uploading the documents to QuickBooks site 

I could go on and on, I have so much more to say! BTW-I never write this kind of message! Thoroughly disgusted!

Moving customer service to the Philippines is simply awful, reps speak broken English, they don't understand my questions, it's just an awful experience. I know they are trying since they apologize very often and very well but it just isn't good business experience at all. QB s/b better than this. 

The company I am the CFO for is in really bad financial shape and on the verge of Chapter 11 bankruptcy. We got dinged for an annual subscription payment and need to move to monthly... customer service accomplished this but said it takes 7-10 days to process the EFT refund.... I explained what I noted above and asked to please expedite the refund and they say 7-10 days as if we file Chap 11 they won't lose anything. Transferred me to a billing expert named Angel who promptly disconnected me after I repeated my situation and needs. 

I'm sorry, I am not a racist person and this isn't about the fine Philippine people who I'm sure are wonderful but companies need to realize this is not helping your bottom line as much as driving away subscribers. AWFUL experience every time I need customer service is NOT customer service. Period!

That's how Quickbooks rolls pickles924... had the same experience. right up there with AT&T and every other company who care so poorly for their customers they move customer service overseas so simple conversation is impossible. They know companies won't switch ERP services easily so they just do whatever they want to their customers. 

I HAVE NEVER BEFORE ENCOUNTERED SUCH AN INCOMPETENT COMPANY.  THEY HAVE NOT SENT ME THE MONEY THAT I CHARGED ON A CLIENT'S CREDIT CARD AND ITS BEEN OVER THREE MONTHS.  EACH TIME I CALL TO FOLLOW UP ITS LIKE STARTING OVER AND IT TAKES AN HOUR EACH PHONE CALL.  THEY KEEP ADDING HOOPS FOR ME TO JUMP THROUGH.  I KNOW THEY ARE A BIG COMPANY BUT IT REALLY SEEMS LIKE THEY ARE JUST TRYING TO DELAY GIVING ME MONEY.  I HAVE SWITCHED TO SQUARE AND LIKE IT SO MUCH BETTER.