Quickbooks won't correct a huge headache it created for my org.

LuciH · ‎August 03, 2024

Eight months ago, when my money-poor nonprofit signed up for Quickbooks Online, Quickbooks automatically signed us up for a "free trial" of Payroll Premium. We have never had anyone on payroll, did not request this, and promptly directed Quickbooks to remove the trial, which they did. But they apparently didn't remove it from our account. And, despite many, many lies/promises to have a supervisor rectify the issue and call us, no one has ever removed this problem from our account, and no one has ever called back -- despite us wasting hours of our workdays, our CPA wasting her time on the phone with Quickbooks, and despite Quickbooks SCHEDULING calls with us that they never show up to!!!

We want to add Payroll Core. But the slimy salespeople who work for Quickbooks cannot figure out how to remove the disabled trial version of Premium from our account so that they CAN add Payroll Core. Oh but that hasn't stopped them for taking our credit card info. Last time, a couple of weeks ago, they went ahead and "added Payroll Core to our account" by taking my organizational credit card number and then creating a whole new account just for Payroll Core. WTH gives with this dishonesty. The amount of time we've collectively wasted trying to get Quickbooks' own screwup fixed might hold up in court at this point. Thoughts?

CamelleT · ‎August 03, 2024

I hear your sentiments, Luci. Please know that your concerns are important to us. I'll route you to the appropriate support to fix this issue you're having with your subscription. Thank you for bringing this to our attention.

At this time, I highly recommend reaching out to our Customer Support Team again for further assistance. I know you've already contacted them, but they are the ones who have the tools to securely access your account, settle the removal of the Payroll Premium free trial, and trace the addition of Payroll Core services to your account. Here's how to contact them:

Click the Help button.
Hover to the Search tab, then select Contact Us.
Type in a brief description of your issue and hit Continue.
Choose to Chat with us or Have us Call you.

You may refer to this article for their support hours: Contact QuickBooks products and services support.

Remember, you have me every step of the way, Luci. I'll closely monitor this conversation, and I'd like to be informed of developments to ensure you receive the necessary updates and prompt resolution. For other queries you may have regarding handling your account or subscriptions in QBO, please add them below.

LuciH · ‎August 03, 2024

Camelle, c'mon. Did you read my complaint at all? Our CPA and I have contacted the "Customer Support Team" countless, countless times. They are the very people who keep promising to rectify the issue and call me back. They are the ones who've schedules calls they can't be bothered to show up to!!!! I need a supervisor, a person who is interested in rectifying this mess, if anyone at Quickbooks is.

I have MANY recorded phone calls and chats with the very incompetent people you're suggesting I waste more hours of my life contacting. Should I post some of them here? Can you guys not look up our account and SIMPLY FIX IT?????

Rainflurry · ‎August 03, 2024

@CamelleT

"I'll closely monitor this conversation, and I'd like to be informed of developments to ensure you receive the necessary updates and prompt resolution."

It's your move. Are you going to "ensure prompt resolution" or not?

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Quickbooks won't correct a huge headache it created for my org.