I have so many screen shots of chats where I have been redirected, redirected, redirected. Today, I was online for over 5 and 1/2 hours. I am so sick to my stomach as to how much time I have spent online trying to get help, and LITERALLY have never received help. I watch some tutorials on youtube, but quickbooks is a total monopoly and I can't figure out how they get away with what they do! Here is my transcript:
SYSTEM_MESSAGE at 5:31 PM said Hello there! You are connected to our on-demand team who will answer any of your questions about QuickBooks.
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SYSTEM_MESSAGE at 5:49 PM said It’s a busy time and we appreciate your patience. We’ve still got your place in line.
Mary Rhine has joined the chat
5:52 PM
System Event at 5:52 PM: Mary Rhine has joined the chat
Hi! Thank you for messaging Intuit Quickbooks Online Support. This is Mary, I hope you are doing well. Can you tell me more about your concern please?
Mary Rhine at 5:53 PM said Hi! Thank you for messaging Intuit Quickbooks Online Support. This is Mary, I hope you are doing well.<br><br>Can you tell me more about your concern please?
M
Are you there?
Mary Rhine at 5:57 PM said Are you there?
yes
irene at 5:58 PM said yes
please help
irene at 5:58 PM said please help
I have over 60 customers a month. many have invoices that are the same amount. when they pay online, (that i pay for now) i am often unable to tell who they are, or what month invoice they are paying. then you batch my deposits, which lump many invoices together. this makes matching payments to invoices difficult, and reconciling my account a hot mess!
irene at 5:59 PM said I have over 60 customers a month. many have invoices that are the same amount. when they pay online, (that i pay for now) i am often unable to tell who they are, or what month invoice they are paying. then you batch my deposits, which lump many invoices together. this makes matching payments to invoices difficult, and reconciling my account a hot mess!
Sorry to hear that. I'd be happy to check this for you.
Mary Rhine at 6:01 PM said Sorry to hear that. I'd be happy to check this for you.
M
To get started, can I have your merchant ID? To find your merchant id, click on the gear icon at the top right corner and select Account and Settings. Select the Payments tab
Mary Rhine at 6:02 PM said To get started, can I have your merchant ID?<br><br>To find your merchant id, click on the gear icon at the top right corner and select Account and Settings. Select the Payments tab
5247719973415202
irene at 6:02 PM said 5247719973415202
Thank you. Let me pull up your account.
Mary Rhine at 6:02 PM said Thank you. Let me pull up your account.
M
While waiting, I would like to introduce our new service called QB Live bookkeeping service that can help you manage your monthly reconciliation on a monthly basis and categorize them properly. Don’t worry, After resolving your issue, I can get a consultant to give you more details about this feature and its benefits. Just give us your best call back number and we will call you back to your preferable time.
Mary Rhine at 6:03 PM said While waiting, I would like to introduce our new service called QB Live bookkeeping service that can help you manage your monthly reconciliation on a monthly basis and categorize them properly.<br><br>Don’t worry, After resolving your issue, I can get a consultant to give you more details about this feature and its benefits. Just give us your best call back number and we will call you back to your preferable time.
7274810525
irene at 6:03 PM said 7274810525
i need to make the time because this is causing major problems for me
irene at 6:03 PM said i need to make the time because this is causing major problems for me
M
I understand. Can you confirm the business name for me?
Mary Rhine at 6:04 PM said I understand. Can you confirm the business name for me?
gator aquatics
irene at 6:04 PM said gator aquatics
will i be charged for this help
irene at 6:05 PM said will i be charged for this help
M
Thank you. Going back to your concern, you mentioned about unable to see who pays the invoice, is that correct?
Mary Rhine at 6:05 PM said Thank you. Going back to your concern, you mentioned about unable to see who pays the invoice, is that correct?
some of the issue, yes
irene at 6:06 PM said some of the issue, yes
M
Got it. If you are logged in to Quickbooks right now. To know who pays that specific payment, you may go to the gear icon at the top right corner and select Account and Settings. Select the Payments tab and click on manage account.
Mary Rhine at 6:07 PM said Got it. If you are logged in to Quickbooks right now. To know who pays that specific payment, you may go to the gear icon at the top right corner and select Account and Settings. Select the Payments tab and click on manage account.
in quickbooks online, or merchant account?
irene at 6:07 PM said in quickbooks online, or merchant account?
Then click on activity and reports then transactions, filter the date range and you will see the different column including the customers name.
Mary Rhine at 6:07 PM said Then click on activity and reports then transactions, filter the date range and you will see the different column including the customers name.
M
From Quickbooks Online to your merchant account. Please follow the steps above.
Mary Rhine at 6:08 PM said From Quickbooks Online to your merchant account. Please follow the steps above.
yes, I am familiar with this window. my accounts are not always the name of the person paying. also, that payment should show which invoice is being paid. also, that payment should not be batched with another payment because when it is time to reconcile, I can't separate them to reconcile each customer at the end of every month.
irene at 6:11 PM said yes, I am familiar with this window. my accounts are not always the name of the person paying. also, that payment should show which invoice is being paid. also, that payment should not be batched with another payment because when it is time to reconcile, I can't separate them to reconcile each customer at the end of every month.
are you able to help me?
irene at 6:14 PM said are you able to help me?
I have been online with you guys since around 3pm and keep getting shuffled around.
irene at 6:15 PM said I have been online with you guys since around 3pm and keep getting shuffled around.
Yes, bear with me as I check my resources regarding your concern.
Mary Rhine at 6:15 PM said Yes, bear with me as I check my resources regarding your concern.
If payments are processed through merchant account, the transactions are being batched before 3pm pst.
Mary Rhine at 6:23 PM said If payments are processed through merchant account, the transactions are being batched before 3pm pst.
M
And it will be a lump sum deposit.
Mary Rhine at 6:23 PM said And it will be a lump sum deposit.
if I can use an example? You hire us to mow your lawn for $75 every month. Your account is your address. Your invoice number is the current month. you pay for $75 for May, but did not pay April. Now your neighbor is also $75. He pays, and his $75 is batched with yours. Now I show a $150 deposit. When I go to reconcile, I have to basically delete the $150 and manually enter the $75 for each account. Also, your next payment automatically gets applied (by quickbooks) to June instead of the unpaid April.
irene at 6:24 PM said if I can use an example? You hire us to mow your lawn for $75 every month. Your account is your address. Your invoice number is the current month. you pay for $75 for May, but did not pay April. Now your neighbor is also $75. He pays, and his $75 is batched with yours. Now I show a $150 deposit. When I go to reconcile, I have to basically delete the $150 and manually enter the $75 for each account. Also, your next payment automatically gets applied (by quickbooks) to June instead of the unpaid April.
M
You can reconcile the lumpsum amount instead since the receive payment transaction cannot be reconciled since they were categorized as undeposited funds.
Mary Rhine at 6:32 PM said You can reconcile the lumpsum amount instead since the receive payment transaction cannot be reconciled since they were categorized as undeposited funds.
sure i can, but when I am reconciling 60 accounts, I need to be able to see how much each individual payment is.
irene at 6:33 PM said sure i can, but when I am reconciling 60 accounts, I need to be able to see how much each individual payment is.
easier for you, not for me. and now I am paying for it. thanks for the upgrade that I did not have a choice opting in for.
irene at 6:35 PM said easier for you, not for me. and now I am paying for it. thanks for the upgrade that I did not have a choice opting in for.
so can I request my deposits not be batched?
irene at 6:35 PM said so can I request my deposits not be batched?
M
Unfortunately, we currently don't have the option to do that but your voice is important to us, you may send you product suggestion by going to Gear Icon > Feedback.
Mary Rhine at 6:37 PM said Unfortunately, we currently don't have the option to do that but your voice is important to us, you may send you product suggestion by going to Gear Icon > Feedback.
so how do i tell what my customer is paying for
irene at 6:37 PM said so how do i tell what my customer is paying for
Sorry for the delay. I'll be right with you.
Mary Rhine at 6:41 PM said Sorry for the delay. I'll be right with you.
M
On your merchant account, under home page, you may see deposits then locate the lumpsum amount and you will see the breakdown of the transactions with the customers name on it.
Mary Rhine at 6:42 PM said On your merchant account, under home page, you may see deposits then locate the lumpsum amount and you will see the breakdown of the transactions with the customers name on it.
I am not trying to be difficult, but when a customer asks if they have an unpaid invoice, and I try to find their payment, but it's been lumped in with someone elses, it is very difficult. Likewise on my bank statement. I use that to reconcile (like everyone else). I am looking for 12 $100 payments, 5 $75 payments, etc. Can't do it if it is one large deposit. Go ahead and click on one of my customers names ( which sometime i do not know) it does not say what month they are paying
irene at 6:44 PM said I am not trying to be difficult, but when a customer asks if they have an unpaid invoice, and I try to find their payment, but it's been lumped in with someone elses, it is very difficult. Likewise on my bank statement. I use that to reconcile (like everyone else). I am looking for 12 $100 payments, 5 $75 payments, etc. Can't do it if it is one large deposit. Go ahead and click on one of my customers names ( which sometime i do not know) it does not say what month they are paying
View Receipt close ReceiptAccount: # ...5202 Transaction Receipt Transaction Type Sale Amount $100.00 Name Terrence Keene Date & Time 05/04/2021 - 05:22 PDT Check Information Account No. **97 Account type Checking Routing No. ******277 Payment ID Authorization Code 313-561 Transaction ID ap8u54ud
irene at 6:46 PM said View Receipt close ReceiptAccount: # ...5202 Transaction Receipt Transaction Type Sale Amount $100.00 Name Terrence Keene Date & Time 05/04/2021 - 05:22 PDT Check Information Account No. **97 Account type Checking Routing No. ******277 Payment ID Authorization Code 313-561 Transaction ID ap8u54ud
Transaction ID:ap8u54ud Batch ID:5375494845 Date & Time Stamp:May 4th, 2021 05:22 am Account no:xxxxxx7897 Date Funded:May 4th, 2021 12:00 am Routing no:[removed] Check Writer Name: Keene, Terrence eCheck Type:Internet Amount:$100.00 Account Type:Checking Status:Funded [ view history ] Check no: Next Step: Submit Type:ECHECK Fee:($1.00) Original Transaction ID: Response:Approved
irene at 6:46 PM said Transaction ID:ap8u54ud Batch ID:5375494845 Date & Time Stamp:May 4th, 2021 05:22 am Account no:xxxxxx7897 Date Funded:May 4th, 2021 12:00 am Routing no:[removed] Check Writer Name: Keene, Terrence eCheck Type:Internet Amount:$100.00 Account Type:Checking Status:Funded [ view history ] Check no: Next Step: Submit Type:ECHECK Fee:($1.00) Original Transaction ID: Response:Approved
that is what I see, and the option to view the receipt. does not help when this guys account is 19010Crescent and he is paying April. I can't see from any of that info what is being paid.
irene at 6:47 PM said that is what I see, and the option to view the receipt. does not help when this guys account is 19010Crescent and he is paying April. I can't see from any of that info what is being paid.
and that ONE transaction costs me $1.00 now
irene at 6:48 PM said and that ONE transaction costs me $1.00 now
any way i can speak with someone.\? I would love it if someone could look at my screen,I currently have 7 windows open either waiting to chat with quickbooks, or where I finally got thru, and was redirected elsewhere. I have invested my entire day to this, and do not feel it is fair if I log off with no improvement to my situation. Any way to opt out of the "upgrade" that I was forced to take at least?
irene at 6:51 PM said any way i can speak with someone.\? I would love it if someone could look at my screen,I currently have 7 windows open either waiting to chat with quickbooks, or where I finally got thru, and was redirected elsewhere. I have invested my entire day to this, and do not feel it is fair if I log off with no improvement to my situation. Any way to opt out of the "upgrade" that I was forced to take at least?
btw, I have already been chatting with the online community, and no one can help.
irene at 6:52 PM said btw, I have already been chatting with the online community, and no one can help.
M
Once the money which is payment from your customer will be deposited to your bank account, automatically it will create a bank deposit in QBO. And if your bank is connected to QBO, those transactions will be download under your for review tab. So you need to match the deposit that was pulled out from the bank to the bank deposit that was created in qbo to make sure it is not going to be duplicated.
Mary Rhine at 6:53 PM said Once the money which is payment from your customer will be deposited to your bank account, automatically it will create a bank deposit in QBO.<br>And if your bank is connected to QBO, those transactions will be download under your for review tab.<br><br>So you need to match the deposit that was pulled out from the bank to the bank deposit that was created in qbo to make sure it is not going to be duplicated.
I had to disconnect my bank from qbo. Same type of issue. They kept trying to apply payments to the wrong accounts.
irene at 6:55 PM said I had to disconnect my bank from qbo. Same type of issue. They kept trying to apply payments to the wrong accounts.
i still have all the chats from that, but don't really want to get into it. i will say that i ended up being charged for tech support, forced to upgrade, only to find that the upgrade did not work on my mac, and i ended up having to go buy a pc. very expensive, very time consuming. i have a very, very, very bad history with qb
irene at 6:57 PM said i still have all the chats from that, but don't really want to get into it. i will say that i ended up being charged for tech support, forced to upgrade, only to find that the upgrade did not work on my mac, and i ended up having to go buy a pc. very expensive, very time consuming. i have a very, very, very bad history with qb
2 days without qb, $695 later, forced to use a horrible pc because of qb (I was a dedicated mac user)
irene at 6:58 PM said 2 days without qb, $695 later, forced to use a horrible pc because of qb (I was a dedicated mac user)
M
I understand where you're coming from.
Mary Rhine at 7:02 PM said I understand where you're coming from.
so what are my options?
irene at 7:03 PM said so what are my options?
cmon, please, I just want to eat dinner and i have been on here since just after 2pm
irene at 7:07 PM said cmon, please, I just want to eat dinner and i have been on here since just after 2pm
also, is there a reason i am suddenly unable to log onto my merch account?
irene at 7:12 PM said also, is there a reason i am suddenly unable to log onto my merch account?
have you moved on?
irene at 7:13 PM said have you moved on?
M
Sorry for the delay. I was having a technical issue earlier.
Mary Rhine at 7:15 PM said Sorry for the delay. I was having a technical issue earlier.
ok, glad you are still with me. I am looking for any help. even if you can log onto my merch account and open one of the customers and tell me how to track down who it is?
irene at 7:17 PM said ok, glad you are still with me. I am looking for any help. even if you can log onto my merch account and open one of the customers and tell me how to track down who it is?
M
I do apologize for the inconvenience. I see your concern here and I want to provide you with the best support experience possible however, you`ve reached the incorrect department. I'd like to get you over to the right team that has the skills and training required to help you with your inquiry. For you to get to the right specialist, please go to this link ; https://help.quickbooks.intuit.com/prechats/offerings/QB-Mac/23435/view
Mary Rhine at 7:18 PM said I do apologize for the inconvenience. I see your concern here and I want to provide you with the best support experience possible however, you`ve reached the incorrect department. I'd like to get you over to the right team that has the skills and training required to help you with your inquiry.<br><br>For you to get to the right specialist, please go to this link ; https://help.quickbooks.intuit.com/prechats/offerings/QB-Mac/23435/view<br><br>
oh no, i have already been there today
irene at 7:19 PM said oh no, i have already been there today
M
That is the department for the QB for Mac if you ahve questions about the application itself.
Mary Rhine at 7:20 PM said That is the department for the QB for Mac if you ahve questions about the application itself.
i don't have a mac anymore
irene at 7:20 PM said i don't have a mac anymore
manager please?
irene at 7:22 PM said manager please?
Chat initiated at 5:31pm. Currently 7:23pm. I am requesting a managers assistance.
irene at 7:24 PM said Chat initiated at 5:31pm. Currently 7:23pm. I am requesting a managers assistance.
I totally understand how important your time is .Please know that I am also assisting multiple customers at the same time.
Mary Rhine at 7:25 PM said I totally understand how important your time is .Please know that I am also assisting multiple customers at the same time.
Please know that the same information will be given by my supervisor.
Mary Rhine at 7:25 PM said Please know that the same information will be given by my supervisor.
Can we do a screen sharing instead?
Mary Rhine at 7:29 PM said Can we do a screen sharing instead?
M
I haven't heard from you in a while, I'll have to close this session to assist other customers. However, please try the steps provided as they should resolve your issue. If you have any questions or concerns, please message back so we can help you. Thank you again for contacting Intuit Support! Have a great day!
Mary Rhine at 7:30 PM said I haven't heard from you in a while, I'll have to close this session to assist other customers.
However, please try the steps provided as they should resolve your issue. If you have any questions or concerns, please message back so we can help you. Thank you again for contacting Intuit Support! Have a great day!
yup
irene at 7:30 PM said yup
Mary Rhine has left the chat
7:30 PM
System Event at 7:30 PM: Mary Rhine has left the chat
nooooooooooooooooooooooooooooooooooooooooooooo
irene at 7:30 PM said nooooooooooooooooooooooooooooooooooooooooooooo
why
irene at 7:30 PM said why
why
irene at 7:30 PM said why
why
irene at 7:30 PM said why
no
irene at 7:31 PM said no
This chat session has expired. Please start a new chat session
7:31 PM
SYSTEM_MESSAGE at 7:31 PM said This chat session has expired. Please start a new chat session
Exit chat
