Complaint regarding customer service

aSp3nem · ‎June 21, 2024

Horrible interaction with customer service support through chat. Spent over an hour in chat with "Kimberly C". It took her 30 minutes for her to direct me to where that information could be found in QuickBooks, you press F2 to find the product information screen by the way. She kept asking me for the info and I kept saying I couldn't find it. Then she proceeded to not help me for another 30 minutes.

Here's a couple examples of our interaction. Example one - Kimberly: May I ask what steps please? So I can take note of it here in my end. Me: Don't remember. Kimberly: So to confirm, you haven't done anything yet on your end and just proceed on contacting us? Me: I did try. Don't remember steps. Can you and I start at the beginning? Example two - Me: Let's start at the beginning. Kimberly: So you haven't done anything, correct? Me: I did. Don't remember what steps. Let's start at beginning. Kimberly: Can you at least try to remember? Me: Can you help me or not? Kimberly: You mentioned that you did try steps. Can you at least confirm what are those? Me: I already explained what's happening. Kimberly: You mentioned that you did try steps. Can you at least confirm what are those? Me: FINE. Let's ASSUME I didn't try anything. What can we try? Kimberly: Alright, thank you for confirming that you haven't done anything on your end and just
proceed on contacting us.
It just kept getting worse from there. I asked to speak with a supervisor and she ended the chat. All I needed was help with a payment that was not showing in record deposits, but it was showing everywhere else. I could not delete the payment from anywhere without getting the following message, "You need to delete this payment from the deposit before you can delete the transaction itself, or edit its name or amount". QuickBooks would not allow me to do any of those things from anywhere, so I needed assistance. So glad we pay for this software and the customer service it is supposed to come with.

JuliaMikkaelaQ

I'm here to turn around this experience and resolve your concern with deleting a payment that isn't showing in the Record Deposit, @aSp3nem. I'll present the reason behind this to help you proceed with your tasks in QuickBooks Desktop.

One possible cause why you can't see a payment in the Record Deposit section is that this has already been deposited to a specific account. It also explains why you're receiving this message when deleting it, "You need to delete this payment from the deposit before you can delete the transaction itself or edit its name or amount." Thus, to remove this, you need to locate where it's recorded first before proceeding.

I'll show you how:

Go to the Customers menu and select Customer Center.
Choose the customer and tick the payment in question.
Hit the Reports tab, then tap the Transaction History icon.
Pick the deposit and Go To option to route you directly on the transaction.
In the Make Deposit window, right-click on the payment, then Delete Deposit and OK.
Once done, press Delete in the Main tab and OK to confirm.

Additionally, I've included an article that'll help you match your accounts to your bank or credit card statements, ensuring your books are accurate: Reconcile an Account in QuickBooks Desktop.

This should point you in the right direction, @aSp3nem. If you need further assistance while working on your payments and deposits in QuickBooks, click the Reply button and post a comment. I’ll be here to help and ensure everything is taken care of.

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