Can not close the books for 2021 - How do I get a call back from a support supervisor for an open escalated investigation INV-62069

Hi there, @mark-crane-alum-. 

I would also feel the same if I didn't get the call back the was promised to me by customer support.

I can see the importance of accessing a report in QuickBooks Online and how it impacts your business. Upon checking, the INV-62069 that you've shared was already closed. Since QuickBooks Community is a public forum, we don't have the available tools that could further escalate the issue. 

I know that you've already reached out to phone agents. However, I'd still suggest giving them another call. That way, our other QuickBooks support could check your case and perform a further investigation. 

Here's how to connect with them:

1. Click the Help menu in the upper-right hand corner and click Talk to a human.
2. Type in "Talk to a human", then press Enter.
3. Look for I still need a human and click on it.
4. Select Get help from a human.
5. Choose between Chat with us, Schedule an appointment, or Have us call you.

Please check out our support hours to ensure that we address your concerns on time.

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 Online" to browse for related post.

I'm always here to help if you have any other concerns or questions. Just tag my name in the comment section and I'll get back to you as soon as I can.

I have to ask what resolution status was assigned to the escalated investigation INV-62069, and when was it closed.  I might assume it was January 7th when the associated case was closed (as I was told Jan 13th) after both were opened and escalated on December 22nd. 

I had submitted email input to the case on January 6th asking "Can I get an update on case [removed by moderator], and the progress and possible resolution ETA for the underlying investigation # 62069. Year end is quickly approaching and this issue is a show stopper for rolling up the books and doing taxes."

And the case and investigation was closed the next day without my ever being notified.

I understand that this is a public forum, but I am trying any and all avenues to get attention on this.  At this point I think I will have to log a new call to open an identical case and request an identical investigation be opened with escalation until I can finally get the attention of someone higher up.  My hope is some reader may have the connection to may someone internal aware of the issue and the poor support.

I retested the problem today in my QB Online production account and the cash based P&L (we are a cash based business) continues to fail to pick up the hundreds of thousands of dollars in transactions that were previously picked up in the test migration company P&L.  But they are picked up if you run the report in accrual mode which is not us.

So this is why I asked how the investigation was dispositioned as testing shows no fix has been deployed to product QB Online.

It definitely feels like jousting at windmills.

Mark