Quickbooks Horrible Customer Service

Hi there,

I understand the frustrations that you have regarding the fees of this transaction. I'll take note of your experience so we can submit proper feedback to our Management Team.

Let me give you a bit more context about the process of returning funds to your account. To rewire the payment, you'll have to request a direct deposit reversal. The reversal transaction takes 5 business days to process from the requested date.

Take note that the request doesn't guarantee that the funds will be recovered. There's also an associated charge even if you don’t get the money back. To learn more about this process, you can read this article: Reverse a direct deposit.

Lastly, if you need some resources in managing your vendor transactions, you can browse a topic from our Help Article page.

I am looking forward to discussing the situation with you and answering any questions. Feel free to reach out to me anytime. 

@Frustrated customer77 

Utilize a 3rd party app for free to pay your vendors and integrate it with your QBO account. 

Can you provide an example of a company providing that service

That is not a solution because it is penalizing me for using your support which provided incorrect information. Had I not utilized your support and had this situation I would be ready to accept the consequences but since your "experts" provided the wrong information, It should be the responsibility of QB to rectify the error.

---

@Frustrated customer77 wrote:

Can you provide an example of a company providing that service

---

@Frustrated customer77 

Explore these ones

https://veem.grsm.io/veems

https://melio.grsm.io/quickbooks

I was on a tech support call with QB Online for THREE HOURS! Yes, THREE HOURS!! I hate QB support because it is almost always the same thing. I get transferred to several different countries, with people who are not well versed on the product and they read off a card. So frustrating. The latest was that I upgraded to QB online from QB desktop for Mac. No one knows how to deal with a Mac so I couldn't take it anymore and just upgraded after years of this. My accountant uses QB Online which is the only reason I upgraded. My newly uploaded data from my desktop version did not match anything in my QB online version. So to get the accounts to reconcile, the agent, who turned out to be 19 ( I found this out later, after she said she thought I was probably hungry and she could call back after I got something to eat).... told me to start deleting. I felt this was not the right thing but she assured me it was. I ended up deleting FIVE YEARS worth of data. Fortunately, I was backed up and then nothing matched until she said to finally just do a journal entry to force it to match. Now I was out five years worth of data and everything was off by $200k. I had two linked accounts. Bottom line is I had to completely trash that and start over and pay an accountant versed in QB to help me. So I paid over $200 to fix a problem that was easy to fix and we did it in about 45 minutes. We had to reimport the data. I am so frustrated with QB and their horrible support. Get a grip Intuit! Make it seamless and please teach your agents how to fix issues and not waste three hours of time. 

I called to inquiry about my bill this morning and spoke with someone who claims his name is Mike. Who left me on hold and when I called back trying to speak to a different customer service representative to get my issue resolved he kept picking up and hanging up the phone.  I asked for a supervisor and he refused to transfer the call and continued to hang the phone up on me.  As if the customer didn't matter and he had know fear of reprisals.  There phone calls can't possibly be recorded and there must not be any overbite.  I don't believe QBO gives a 2 cents about it's customers.  It feels like they don't care once you subscribe.   There has to be comparable online bookkeeping and accounting software.  I believe QB is getting to big and lost site of the most important aspect of any business it's customers.  Mike if that is his name should be fired immediately.

---

@alisajacks69 wrote:

There has to be comparable online bookkeeping and accounting software.  

---

There are several options to explore and you can purchase a third-party conversion service if needed.

OMG, I had similar experience. Tech Support is basically hit or miss.

I am using Quickbooks Plus Desktop 2022 and recently had issues with downloading bank feeds after updating it does not download directly into Quickbooks anymore for some odd reason. This has happened couple times whenever there is an updated.  Well this time I was outsourced to someone outside of the US and was given a runaround again.  I attempted another call and got someone in the US that basically knew less than I did.  FInally, not only was the problem unsolved, but she almost had me delete my backups!

She keeps insisting that my bank is not on their list of Direct Connect which is a total lie.  I have been using the same bank and quickbooks for the last 10 years.  I cannot even get someone in a higher level to help me.  Now I am stuck with losing bank feed center asking me to enroll with my bank (which I am already enrolled) and when trying to re-enroll the username and password indicates error!  HELP!

I hope someone in the Quickbooks team is reading this message.  I am trying to install Quickbooks online for two new companies.  I am being overcharged and it has been impossible to resolve the issue through customer service (online and by telephone).  So far this has cost me many hours of wasted time and frustration.  I will probably abort the installation and start all over again with another provider.

---

@enriqueschmid wrote:

I am trying to install Quickbooks online for two new companies.  I am being overcharged

 

---

@enriqueschmid 

What kind of installation did you try for QB Online? 

What do you mean with "overcharged"? How much did you pay?

Your customer service is exactly as described by other frustrated QB subscribers!

...I am installing QB Plus for one company and QB essentials for another.

The rate advertised on your webpage is $10.80/month for QB plus and $7.80/month for QB essentials.

From what I can tell I am being charged $34 just for one of the accounts...

I contacted your labyrinthine customer service, and wasted hours in the process. Finally one of your associated offered to open two new accounts at a lower rate, and he indicated that it would be possible to backup the information already entered in the existing accounts, and to have it reinstalled in the new accounts. This is untrue. QB online does not have a backup feature (!). There is a limited data export and data import facility, which might allow for SOME but not ALL data to be transferred. It would take many many hours of wasted time. I am therefore paying the subscription rates on 4 accounts. 2 accounts are useless, and on the other accounts I am being overcharged.

This is all very frustrating and very disappointing.

Hello, enriqueschmid. 

I know how precious time is for you, and I'd also feel less happy if I'm getting charges that I'm not aware of. 

I'd like to turn the tables around and make sure you can install your QuickBooks successfully and review the charge. 

To be able to install the QuickBooks Windows app seamlessly, you have to ensure that your system is supported and meets the requirements. The supported operating systems for the Windows app are (Windows 11, 10, 8.1, and 7). 

Also, regarding the overcharge, I would encourage you to reach out to our Customer Support team again. The Community is a public forum, and we'll need to collect some personal information to pull up your account and check about the overcharges. 

To reach out to them in your QuickBooks Online (QBO) account, please refer to the steps below: 

1. Navigate to the (?) Help icon.
2. Click Contact Us.
3. Enter a brief discussion of your concern and select Let’s talk.
4. Choose either Start messaging (if you preferred chat) or Get a call.

You can also see this article for more details and ensure to review their Support hours to know when agents are available: QuickBooks Online Support. 

On top of that, I've also included this reference for a compilation of articles you can use while working with us Help Articles for QuickBooks Online.  

Please touch base with us if there's anything else you need. I'll always be around to help.

I have, of course, already reached out to customer service both online and by telephone.  I spent many hours in the process (during which I came to regret the decision of subscribing QBO).  The results are described in my previous post, and I fully agree with some of the comments made by other frustrated subscribers. 

...I expected some meaningful help by contacting the "community", which is why I am unpleasantly surprised to be invited to contact your customer support again.  In the meantime I am being overcharged, and I am being made to pay for two additional accounts I cannot use...

---

@enriqueschmid wrote:

...I am installing QB Plus for one company and QB essentials for another.

The rate advertised on your webpage is $10.80/month for QB plus and $7.80/month for QB essentials.

From what I can tell I am being charged $34 just for one of the accounts...

@enriqueschmid 

Where is your company located? You post in US Community and I am not sure you purchased QB Online US version, correct?

https:// quickbooks.grsm.io/US

If you purchase QB Online Global version, you can open a new blank QBO Plus account for $10.80/moth for 3 months. If you paid the regular rate, it's very likely that you bought your trial account.

https:// quickbooks.grsm.io/North-America

Payroll system issued payroll WITHOUT deducting taxes!  Spend HOURS on hold trying to support to void the cycle and correct the problem.  STILL NO HELP!!!!!  Quickbooks customer support SUCKS!

Hi there, Lynda.

There are options we can check to verify your concerns. If your employees are not deducted with the taxes, it could be that there are set up as tax-exempt in QuickBooks. That says, we can verify that first by going to your employee’s set up:

For QuickBooks Desktop:

1. Go to the Employees menu, and click Employee Center.
2. Double-click on the employee's name.
3. From the left menu of the Edit Employee window, select Payroll Info.
4. Click Taxes from the right portion of the window.
5. Under the Federal tab, check the Filing Status drop-down if it is set to Don't Withhold.
6. Go to the State tab and do the same thing.

For QuickBooks Online:

1. Navigate to the Payroll menu and select the Employees tab.
2. Click the name of the employee.
3. Under the What are [employee's name] withholdings section, click the Pencil icon.
4. Make sure the federal status is not Do No Withhold (exempt).

You can refer to this article for more information on the process: Troubleshoot no income tax withheld from a paycheck.

Another reason is that the employee could have reached their payroll tax wage base and limits. You’ll want to learn about this, as well as how they may affect your paychecks and tax obligations by checking out this article: Understand payroll tax wage bases and limits.

If you’re using QuickBooks Desktop (QBDT), you can follow the steps to resolve this matter. But please make sure to do the following before proceeding:

• Update QuickBooks Desktop to the latest release
• Get the latest tax table update in QuickBooks Desktop Payroll

Then, you can revert the paycheck in your company file and create another one to reflect the deductions to your employee’s paycheck:

1. Go to Employees, then select Pay Employees
2. Select Scheduled Payroll or Unscheduled Payroll.
3. Select Resume Scheduled Payroll. You’ll see some employees’ names highlighted in yellow. These are the employees that have had changes.
4. Right-click on the employee name that’s highlighted in yellow.
5. Select Revert Paychecks.

Once done, create and run your payroll with the correct deduction rate: Create and run your payroll.

However, if you’re using QuickBooks Online (QBO), you can delete and recreate the paycheck to reflect the deductions. However, please consider checking the status of the pay run as it isn’t advisable to delete it while it has already been processed.

Keep me posted if you have further concerns about payroll tax deductions. This is to ensure that your queries are addressed accordingly. Have a good one!